Historical Reporting and Data Dictionary

297-2183-803
Nortel Networks Symposium Call Center
Server
Historical Reporting and Data Dictionary
Product release 5.0
Standard 1.0
April 2004
Nortel Networks Symposium Call Center Server
Historical Reporting and Data Dictionary
Publication number:
Product release:
Document release:
Date:
297-2183-803
5.0
Standard 1.0
April 2004
Copyright © 2004 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium Call
Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.
*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, DMS, DMS-100, DMS-250,
DMS-MTX, IVR, Meridian, Meridian 1, Meridian Mail, Succession, and Symposium are trademarks
of Nortel Networks.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,
POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft
Corporation.
SYBASE is a trademark of Sybase, Inc.
Publication history
April 2004
The Standard 1.0 version of the Nortel Networks Symposium
Call Center Server Historical Reporting and Data
Dictionary, Release 5.0, is released.
Historical Reporting and Data Dictionary v
Publication history
vi
Standard 1.0
Symposium Call Center Server
Contents
1
Getting started
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Symposium Call Center Server database . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Database changes for Release 5.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Database changes for Release 4.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Advanced reporting
15
16
17
21
24
27
28
30
31
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
3
Section A: Expert reports
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running the Database View Definitions report . . . . . . . . . . . . . . . . . . . . . . .
Defining a connection to the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a new report in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using database aliases in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a new report in another application . . . . . . . . . . . . . . . . . . . . . . . . .
Importing a report created in Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . .
Adding customized formulas in Crystal Reports . . . . . . . . . . . . . . . . . . . . . .
Creating a custom report to export data to Record format . . . . . . . . . . . . . . .
33
34
36
37
46
54
56
58
63
65
Section B: Filter sets
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating filter sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
69
70
71
74
Frequently asked questions
79
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Pegging questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Questions about custom reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Historical Reporting and Data Dictionary
vii
Contents
Standard 1.0
4
Data dictionary
87
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Section A: Summarized historical statistics
91
Overview of summarized historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . 92
Types of views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Linking views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Types of calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
ActivityCodeStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
AgentByApplicationStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
AgentBySkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
AgentPerformanceStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
ApplicationStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
CDNStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
DNISStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
IVRPortStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
IVRStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
NetworkInCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
NetworkOutStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
RANMusicRouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
RouteStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
SCCSDBSpace views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
SkillsetStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
TrunkStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Section B: Event statistics
235
Overview of event statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
eAgentLoginStat view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
eCallbyCallStat views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
eIVRPortLoginStat view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
eNetCallByCallStat views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Section C: Configuration views
263
Overview of configuration views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
AccessRights view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
ActivityCode view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Application view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
ApplicationByScript view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
ApplicationThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
CDN view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
CodeToMessage view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
DNIS view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
viii
Symposium Call Center Server
April 2004
Contents
DNISThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Formula view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HistoricalStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HistoricalStatDuration view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HistoricalStatStorage view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IVRPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IVRQueue view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IVRThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NCCConfig view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NCCNetworkSkillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NCCRanking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NCCRemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NCCSite view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NetworkConfig view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NetworkRankingAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NetworkSkillsetStatus view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
NetworkThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
PhonesetDisplay view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Ranking view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealTimeColumn view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealTimeStatCollection view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealTimeTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RemoteApplication view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Route view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RouteThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ScheduledSkillsetAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ScheduledSupervisorAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Script view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ScriptVariableProperties view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ScriptVariables view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Site view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SkillsetByAgent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SkillsetByAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SkillsetThresholdTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SummaryThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SupervisorAgentAssignment view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SupervisorByAssignment view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SwitchPort view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TargetSwitchComm view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
UserTemplate view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Historical Reporting and Data Dictionary
289
290
292
296
298
300
302
304
306
307
310
312
314
316
317
320
322
324
325
327
329
333
335
337
339
341
344
347
349
351
353
355
359
361
364
366
368
372
374
377
379
381
ix
Contents
Standard 1.0
UserThresholdTemplate view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Views view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
5
Entity relationship diagrams
387
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
IDEF1X notation conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Statistics entity relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Symposium database entity relationships . . . . . . . . . . . . . . . . . . . . . . . . . . .
A
Standard reports
388
389
395
404
407
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408
Section A: Activity code reports
411
Activity Code By Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
Activity Code By Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415
Not Ready Reason Codes By Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
Section B: Agent reports
421
Agent Average Calls per Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422
Agent Average Calls per Hour, Bottom 5. . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Agent Average Calls per Hour, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Agent by Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Agent By Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Agent By Skillset Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Agent DN Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Agent DN Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . 444
Agent DN Performance Calls Answered, Top 5. . . . . . . . . . . . . . . . . . . . . . 446
Agent Login/Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
Agent Network/NACD Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Agent Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
Agent Performance By Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 461
Agent Performance Calls Answered, Bottom 5 . . . . . . . . . . . . . . . . . . . . . . 468
Agent Performance Calls Answered, Top 5 . . . . . . . . . . . . . . . . . . . . . . . . . 474
Agent Short Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476
Agent Transferred/Conferenced Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Estimated Revenue Per Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Section C: Application reports
491
Application By Activity Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
Application By Skillset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
Application Call Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Application Delay Before Abandon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
x
Symposium Call Center Server
April 2004
Contents
Application Delay Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 512
Crosstab - Application Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516
Section D: Call by call reports
519
Call By Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520
Section E: Configuration reports
523
Activity Code Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 524
Agent By Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527
Agent Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Agent Skillset Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Agent Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
Agent Supervisor Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Application Script Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Application Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549
CDN Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552
Database View Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
DNIS Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Formula Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Historical and Real Time Statistics Properties . . . . . . . . . . . . . . . . . . . . . . . 565
IVR Port Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
IVR Queue and Port Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Logged In Agent Position ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579
Network Site and Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Network Skillset Routing Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
Real Time Template Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591
Route Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Script Variable By Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
Script Variable Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
Skillset Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603
Supervisor Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Telephone Display Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
User Access Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
Section F: IVR reports
619
IVR Port First Login/Last Logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
IVR Port Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622
IVR Queue Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625
Section G: NCC reports
629
Overview of NCC reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630
Network Call By Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632
Network Consolidated Application Performance . . . . . . . . . . . . . . . . . . . . . 635
Historical Reporting and Data Dictionary
xi
Contents
Standard 1.0
Network Consolidated DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Consolidated Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Consolidated Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Consolidated Route Performance . . . . . . . . . . . . . . . . . . . . . . . . .
Network Consolidated Skillset Call Distribution . . . . . . . . . . . . . . . . . . . . .
Network Consolidated Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . .
Network Site and Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Skillset Routing Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Table Routing Assignments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Nodal Consolidated Application Delay Before Abandon. . . . . . . . . . . . . . .
Nodal Consolidated Application Delay Before Answer. . . . . . . . . . . . . . . .
Nodal Consolidated Application Performance . . . . . . . . . . . . . . . . . . . . . . .
639
644
648
651
655
659
663
666
669
672
675
678
Section H: Network reports
683
Overview of network reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 684
Crosstab - Network Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685
Crosstab - Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 688
Network Application Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
Network DNIS Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695
Network Incoming Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Network Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 703
Network Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Network Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709
Section I: Resource reports
713
CDN Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714
Crosstab - CDN Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 718
Crosstab - DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 721
Crosstab - Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 724
Crosstab - Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
DNIS Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Music/RAN Route Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
Route Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Trunk Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
Section J: Skillset reports
745
Crosstab - Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Skillset By Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
Skillset Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753
B
Pegging examples
757
Local call pegging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Network call pegging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761
xii
Symposium Call Center Server
April 2004
C
Contents
Agent state tracking
765
Pegging of agent state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
Glossary
771
Index
797
Historical Reporting and Data Dictionary
xiii
Contents
xiv
Standard 1.0
Symposium Call Center Server
Chapter 1
Getting started
In this chapter
Overview
16
Symposium Call Center Server database
17
Database changes for Release 5.0
21
Database changes for Release 4.2
24
About this guide
27
Skills you need
28
Related documents
30
Historical Reporting and Data Dictionary
15
Getting started
Standard 1.0
Overview
Introduction
Nortel Networks has designed Symposium Call Center Server to provide a call
center solution for varied and changing business environments. It provides an
open database that is accessible not only from the client application but also
from other report writers and applications that support Open Database
Connectivity (ODBC) and Structured Query Language (SQL).
This guide explains how to create and use customized reports. It also provides
information you need to export data to other applications.
Types of reports
Symposium Call Center Server offers a set of standard reports that enable you to
analyze statistics such as skillset activity, agent performance, and the
demographics of a specific customer. You can create user-defined reports using
the standard reports as a template. You can also create user-created reports using
Crystal Reports or any other standard report writer that conforms to the industry
standards of ODBC and SQL.
Working with reports
In addition to the tasks described in this manual, you can perform the following
tasks (for detailed instructions, refer to the Supervisor’s Guide):
16
Create user-defined reports.
Change report properties.
Change the site name.
Print or preview a list of reports.
Delete user-created or user-defined reports.
Print or preview reports.
Activate or deactivate report schedules.
Symposium Call Center Server
April 2004
Getting started
Symposium Call Center Server database
Introduction
The Symposium Call Center Server database is an open database; you can
access the data in this database with any SQL- or ODBC-compliant application.
You can use the data in many ways, including the following:
Import the data into a spreadsheet for manipulation.
Import the data into your corporate database.
Import the data into a workforce management system for analysis.
Generate customized reports using Crystal Reports or another reporting
application.
ODBC
Since the Symposium Call Center Server database is ODBC-compatible, the PC
from which you access it must have ODBC installed, and it must have a Data Set
Name (DSN) defined for the database.
The correct version of ODBC is installed with the Symposium Call Center
Server client application, and the installation process creates the required DSNs.
If the Symposium Call Center Server client is not installed on your PC, you must
do the following:
1.
Install ODBC.
ODBC is part of Microsoft’s Data Access Components (DAC), and is
distributed with Microsoft Windows.
2.
Configure a DSN using the ODBC Administrator.
User-created reports you import into the client must be associated with the
ICCM_PREVIEW_DSN. If you do not import a report, you can use any
DSN name.
Note: Nortel Networks does not supply or support ODBC software that is not
installed with the client.
Historical Reporting and Data Dictionary
17
Getting started
Standard 1.0
Sybase
The Sybase Server manages the database on Symposium Call Center Server. To
connect to the Sybase server, you must use the Sybase Open Client version 12.5.
The Sybase Open Client is installed with the Symposium Call Center Server
client application. If the Symposium Call Center Server client is not installed on
your PC, you must do the following:
1.
Install the Sybase Open Client.
This product is available on the Sybase Open Client CD.
2.
Configure the client with an entry for the Sybase Server
(ICCM_PREVIEW), using the Sybase SQLEDIT utility.
Notes:
The ICCM_PREVIEW definition created during the Symposium Call
Center Server client installation is updated whenever you use the client to
generate a report. When you generate a report, the definition is updated to
point to the server to which you are currently connected.
Nortel Networks does not supply or support Sybase software that is not
installed with the client.
Database views
The actual structure of the database is invisible. You access data through
database views, or logical representations of the database. Database views are
used to organize the information in the database for your use.
Using views instead of tables
You cannot access the database tables directly. Direct access to the tables may
compromise the integrity of the database and jeopardizes server performance.
When you want to use external applications to access the Symposium Call
Center Server database, you connect to database views. This guide provides a
definition of all the database views available.
18
Symposium Call Center Server
April 2004
Getting started
When creating data-warehouse-type applications, you use these database views.
The database views contain all the information for customized reporting and
queries, and are created on top of database tables. The database tables have
indexes; therefore, SQL queries running on the database views can use the table
indexes.
The Sysadmin logon account provides read-only access to a specific set of
tables, but not to all of the columns of those tables. For security and performance
reasons, there is no logon account provided for read-only access to all of the
database tables. Third-party applications can access the database views using the
Sysadmin account. The logon account is not limited to the Sysadmin account.
You can use other user-created accounts that have reporting privileges on
Symposium Call Center Server to access data from the database views.
Types of data
The database contains three types of data:
summarized historical statistics
event statistics
configuration data
Therefore, there are three types of database views—summarized historical
statistic views, event statistic views, and configuration views.
Summarized historical statistics
Summarized historical statistics are statistics accumulated over a period of time
(15-minute interval, daily, weekly, or monthly). Summarized statistics are stored
as totals in the database. For example, summarized historical statistics can tell
you the number of calls answered during a 15-minute interval.
For more information about summarized historical statistics, see “Overview of
summarized historical statistics” on page 92.
Historical Reporting and Data Dictionary
19
Getting started
Standard 1.0
Event statistics
Event statistics are statistics collected on a per-event basis rather than
accumulated over a period of time. Symposium Call Center Server records the
following types of event statistics:
agent logon and logoff statistics
call-by-call statistics
IVR port logon and logoff statistics
Event statistics are cumulated as events occur.
Configuration data
Configuration data describes the configuration of your server.
Storage duration
When you configure historical statistics collection, you can choose how long to
store different types of statistics. The duration you choose determines the
amount of disk space required for the database. For more information, see the
Administrator’s Guide.
Types of statistics collected
When you configure historical statistics collection, you can also choose the
types of statistics to be collected. For example, you may choose not to collect
call-by-call or activity code statistics. The number and type of statistics you
choose also affect the amount of disk space required for the database.
20
Symposium Call Center Server
April 2004
Getting started
Database changes for Release 5.0
Introduction
This section describes the database fields and new status codes added for
Release 5.0. These database changes have no impact on user-created reports
created in previous versions of Symposium Call Center Server.
Note: Symposium Call Center Server Release 5.0 provides support for Crystal
Reports 9, by Crystal Decisions. Crystal Decisions advises that Crystal Reports
9 is backwards-compatible. This means that Crystal Reports 9 can open and run
reports that were originally created in earlier versions of Crystal Reports
(versions 4.5 and later).
New database fields
A number of fields have been added to the database. For more information about
these fields, refer to Chapter 4, “Data dictionary.”
View
Fields added
AgentByApplicationStat CallsTransferred—This field stores the number of
Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this
application.
Note: Data pegging for CallsTransferred is not
implemented for this release.
ConsultTime—This field stores the total time an
agent spends on consult during Symposium Call
Center Server calls for this application.
DNOutExtTalkTime—The total time an agent
spends on outgoing DN Out external calls, including
hold time, for this application.
Historical Reporting and Data Dictionary
21
Getting started
View
Standard 1.0
Fields added
DNOutIntTalkTime—The total time an agent spends
on outgoing DN Out internal calls, including hold
time, for this application.
HoldTime—This field stores the total time an agent
spends on hold during Symposium Call Center
Server calls for this application.
WaitTime—This field stores the total time an agent
spends in the idle state after releasing a Symposium
Call Center Server call for this application.
AgentBySkillsetStat
CallsTransferred—This field stores the number of
Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this
skillset.
Note: Data pegging for CallsTransferred is not
implemented for this release.
ConsultTime—This field stores the total time an
agent spends on consult during Symposium Call
Center Server calls for this skillset.
DNOutExtTalkTime—The total time an agent
spends on outgoing DN Out external calls, including
hold time, for this skillset.
DNOutIntTalkTime—The total time an agent spends
on outgoing DN Out internal calls, including hold
time, for this skillset.
HoldTime—This field stores the total time an agent
spends on hold during Symposium Call Center
Server calls for this skillset.
WaitTime—This field stores the total time an agent
spends in the idle state after releasing a Symposium
Call Center Server call for this skillset.
22
Symposium Call Center Server
April 2004
Getting started
View
Fields added
AgentPerformanceStat
NumTimesNotReady—This field stores the total
number of times an agent enters the Not Ready state.
New status codes
Two new status codes have been added for the Agent Login/Logout report. For
more information, refer to Chapter 4, “Data dictionary.” For information about
the Agent Login/Logout report, refer to Appendix A, “Standard reports.”
View
Status codes added
eAgentLoginStat
Event Type:
RY—Ready event
NR—Not Ready event
Historical Reporting and Data Dictionary
23
Getting started
Standard 1.0
Database changes for Release 4.2
Introduction
This section describes the database views that were added for Release 4.2, and
the fields that were added or deleted from existing views. It also describes
implications of the database changes for user-created reports created in previous
versions of Symposium Call Center Server.
Note: The database changes for Release 4.2 are included in this guide for those
customers who are migrating to Symposium Call Center Server Release 5.0
from a release prior to Release 4.2 (for example, from Release 4.0). In this case,
you must follow the instructions in this section to update your report templates
to reflect the changes made in earlier releases.
New database views
The following database view was added for Release 4.2. For more information
about this view, refer to Chapter 4, “Data dictionary.”
View
Description
SCCSDBSpace
Displays information about the size of the Symposium
Call Center Server database, including the amount of
space allocated, the amount of space used by the
database, and the available space.
Changes to fields
A number of fields were added for Release 4.2. For more information about
these fields, refer to Chapter 4, “Data dictionary.”
24
View
Fields added
DNIS
DNISStat
DNIS_PREFIX—This field stores the prefix of a
DNIS number. It allows you to sort, filter, and report
on individual DNIS 800 numbers.
Symposium Call Center Server
April 2004
Getting started
View
Fields added
AgentPerformanceStat
DNInExtCallsHoldTime—This field stores hold
time for calls to an agent’s DN key from an external
number (that is, from another customer group).
DNInIntCallsHoldTime—This field stores hold time
for calls to an agent’s DN key from an internal
number.
DNOutExtCallsHold
Time—This field stores hold time for calls from an
agent’s DN key to an external number.
DNOutIntCallsHoldTime—This field stores hold
time for calls from an agent’s DN key to an internal
number.
ActivityCodeStat
ActivityShortName—This field stores the short
name for the activity code.
Updating user-created reports
If you are migrating to Symposium Call Center Server Release 5.0 from a
release prior to Release 4.2, you must update any user-created reports that
contain agent names
contain fields that have been deleted in Releases 3.0 or 4.0.
After upgrading your server, follow these steps to update a report.
To update a report
1
Create a copy of your report.
2
Open the copy in Crystal Reports.
3
Choose File → Print Preview.
If the preview window appears, the report is unaffected by the database
changes. If a database error appears, click OK and continue with the
following steps.
Historical Reporting and Data Dictionary
25
Getting started
4
Standard 1.0
In Design view, choose Database → Verify Database.
Result: Crystal Reports displays the message The database file
“filename” has changed. Proceed to fix up the report?
5
Click Yes.
Result: Crystal Reports displays the Map Fields dialog box.
6
In the Unmapped fields box, select a deleted prior release field on the left
side, and the corresponding new release field on the right side.
7
Click Map.
8
Repeat steps 6 and 7 until all fields are mapped.
9
Choose File → Print Preview.
If the preview window appears, the report is up to date. If Crystal Reports
displays the message, This field name is not known, click OK. The
Formula Editor appears. The cursor appears before the problem field.
26
10
Correct the formula by replacing the unknown field with the new field, by
deleting it, or by recreating the formula.
11
Return to Design view, and repeat steps 9 and 10 until no more errors are
reported.
Symposium Call Center Server
April 2004
Getting started
About this guide
Introduction
This guide explains how to create and use customized reports. It also provides
information you need to export data to other applications.
Who should read this guide
This guide is for Nortel Networks Symposium Call Center Server administrators
and supervisors who are responsible for creating, managing, and using reports.
Access rights
This guide assumes that you have the required privileges and access rights to
perform the procedures in this guide. For more information, refer to the
Administrator’s Guide.
Optional features
Some of the features described in this guide are optional. To determine which
features you have access to, Nortel Networks supplies a special code called a
keycode, which you use when you install the Symposium Call Center Server
software. Fields and commands for features that you did not purchase are not
available.
Switch references
Symposium Call Center Server Release 5.0 provides interworking support for
the Meridian 1/Succession 1000 and DMS switch types. Throughout this guide,
references to DMS or DMS/MSL-100 apply to the following switches:
DMS
MSL-100
Succession 2000
Nortel Networks Communication Server 2100
Historical Reporting and Data Dictionary
27
Getting started
Standard 1.0
Skills you need
Introduction
This section describes the skills and knowledge you need to use this guide
effectively.
Skills you need to use standard reports
Symposium Call Center Server comes with a number of standard reports
designed to satisfy most requirements. You can generate these reports on an ad
hoc basis, or use them as templates to create user-defined reports. To use
standard or user-defined reports, you need the following skills and knowledge:
understanding of Symposium Call Center Server
understanding of call center concepts
knowledge of your call center information requirements
Skills you need to create customized reports
If you are unsatisfied with the layout and content of the standard reports, you
can change the arrangement of the fields, or remove fields and add new ones. To
do so, you need the skills listed in the preceding section, plus familiarity with the
following products, standards, and concepts:
28
Crystal Reports—Symposium Call Center Server Release 5.0 provides
support for Crystal Reports 9
Structured Query Language (SQL)—the ability to write reports with
intervals, subtotals, totals, and calculations
database management and administration—an understanding of database
views, data dictionaries, and data schemas
Symposium Call Center Server
April 2004
Getting started
Skills you need to create expert reports
Expert users can create new reports by manipulating the statistics in the tables,
as well as change the formulas used to calculate statistics. To do so, you need the
skills listed in the preceding section, plus familiarity with the following
standards and concepts:
Open Database Connectivity (ODBC)
Structured Query Language (SQL)—the ability to write SQL queries, select
statements, and commits; to repair, restore, and manipulate SQL databases;
and to create and debug complex reports
To create applications that manipulate SQL databases or generate reports, you
need to know Microsoft Visual Basic, C++, or a similar programming language.
Historical Reporting and Data Dictionary
29
Getting started
Standard 1.0
Related documents
This section lists the documents in which you can find additional information
related to Symposium Call Center Server.
If you need information about
30
refer to
creating user-defined reports or
generating reports
Nortel Networks Symposium Call
Center Server Supervisor’s Guide
the support and administration of Nortel Networks Symposium Call
the call center application that
Center Server Administrator’s Guide
runs on client PCs connected to
the server
creating and administering call
center scripts
support and administration of the Nortel Networks Symposium Call
network control center
Center Server Network Control Center
Administrator’s Guide
Nortel Networks Symposium Call
Center Server Scripting Guide
Symposium Call Center Server
Chapter 2
Advanced reporting
In this chapter
Overview
32
Section A: Expert reports
33
Section B: Filter sets
69
Historical Reporting and Data Dictionary
31
Advanced reporting
Standard 1.0
Overview
This chapter describes procedures for working with expert reports, creating new
reports (with Crystal Reports or with another report writer), importing reports,
and customizing report formulas.
This chapter also describes how to create filter sets. The filter sets feature, which
allows you to select the sites and resources to be included in a network
consolidated report, is only applicable to networking (available for M1/
Succession 1000 only).
32
Symposium Call Center Server
April 2004
Advanced reporting
Section A: Expert reports
In this section
Overview
34
Running the Database View Definitions report
36
Defining a connection to the server
37
Creating a new report in Crystal Reports
46
Using database aliases in Crystal Reports
54
Creating a new report in another application
56
Importing a report created in Crystal Reports
58
Adding customized formulas in Crystal Reports
63
Creating a custom report to export data to Record format
65
Historical Reporting and Data Dictionary
33
Advanced reporting
Standard 1.0
Overview
Introduction
You can create expert reports in any ODBC- or SQL-compliant application. This
section provides a procedure for creating reports in Crystal Reports. The section
also provides generalized instructions for creating reports in other applications.
Note: Only reports created in Crystal Reports can be imported into the server
and scheduled. You cannot import reports created with CCMIS.
Creating expert reports
The process of creating a report involves the following tasks:
1.
Run the Database View Definitions report to identify the views to be used
in the report.
2.
Verify the server connection, and define a connection if necessary.
3.
Create a new report.
4.
(Optional) Create database aliases for database views (if you are using
Crystal Reports).
5.
Import a user-created report (if you are using Crystal Reports). When you
import a report, it is added to the Reports window. You can schedule
imported reports and modify their data range and output options.
Database views
A database view is a logical representation of part of the database and the
relationships within that part. You use database views to access statistics and
other data for use in reports.
Many historical statistics are available for different periods, including interval
(15-minute), daily, weekly, and monthly. For each period, you use a different
view to access the statistics. For example, to access daily skillset statistics, you
use the dSkillsetStat view. To access monthly skillset statistics, you use the
mSkillsetStat view.
34
Symposium Call Center Server
April 2004
Advanced reporting
Note: SQL does not support signed integers. Therefore, call IDs and site IDs
may appear negative in the database views.
Working with reports
In addition to the tasks described in this manual, you can perform the following
tasks. (For detailed instructions, refer to the Supervisor’s Guide.)
Creating user-defined reports
You can create user-defined reports using the standard reports—or any other
user-defined report—as a template. When you create a user-defined report, you
specify
general report information—including report name and company name
selection criteria—the entities to be included in the report
report schedule—when the report is to be generated
data range—the data collection period for the report
output options—the printer or file to which the report is output
Managing reports
You can change report properties, change the site name, print a list of reports, or
delete a user-defined or user-created report.
Using reports
You can preview a report, generate a report immediately, activate the report
schedule (so that it is generated at the next scheduled time), or deactivate the
schedule.
Historical Reporting and Data Dictionary
35
Advanced reporting
Standard 1.0
Running the Database View Definitions report
Introduction
Before creating a customized report, run the Database View Definitions report to
display all the database views available. This report lists all of the field names
available for use in your report. For more information about the report, see
“Database View Definitions” on page 555.
To run the Database View Definitions report
1
From the SMI window, choose Reports & Displays → Reports.
Result: The Reports window appears.
2
Scroll through the list of reports and double-click Config – Database View
Definitions.
Result: The print preview window appears.
3
36
Click the Printer icon if you require a printout of the database views.
Symposium Call Center Server
April 2004
Advanced reporting
Defining a connection to the server
Introduction
To access the Symposium Call Center Server database from a report writer
application, you must
install ODBC and Sybase Open Client
configure a Sybase Server entry
configure an ODBC DSN
ODBC and Sybase Open Client are automatically installed and configured when
you install the Symposium Call Center Server client. If the client is not installed
on the PC, you must install and configure these applications manually.
This section provides instructions for you to
define a connection to the server
define the DNS
To define a connection to the server
1
From the Windows Start menu, choose Run.
2
Type dsedit, and then click OK.
Result: The Select Directory Service window appears.
Historical Reporting and Data Dictionary
37
Advanced reporting
3
Standard 1.0
Click OK.
Result: The dsedit window appears.
4
Choose Server Object → Add.
Result: The Input Server Name window appears.
38
Symposium Call Center Server
April 2004
Advanced reporting
5
In the Server Name box, type a name (for example, Symposium_Reports),
and then click OK.
Result: The dsedit window appears.
6
Double-click the Server Address.
Result: The Network Address Attribute window appears.
Historical Reporting and Data Dictionary
39
Advanced reporting
7
Standard 1.0
Click Add.
Result: The Input Network Address For Protocol window appears.
8
In the Network Address box, type <CLAN IP address of the Symposium
Call Center Server>,5000.
9
Click OK.
Result: The CLAN IP address appears in the Network Address Attribute
window.
40
Symposium Call Center Server
April 2004
Advanced reporting
10
Click OK.
Result: The dsedit window appears.
11
Choose Server Object → Ping Server.
Result: The Ping window appears.
12
Click Ping.
Result: A message appears indicating that an open connection to the
server succeeded. Click OK.
Historical Reporting and Data Dictionary
41
Advanced reporting
13
Click Done.
14
Choose File → Exit.
Standard 1.0
To define the DSN
1
From the Windows Start menu, choose Settings → Control Panel.
2
Double-click the ODBC Data Source icon.
Result: The ODBC Data Source Administrator window appears.
3
42
Click the System DSN tab.
Symposium Call Center Server
April 2004
Advanced reporting
4
Click Add.
Result: The Create New Data Source window appears.
5
Select Sybase ASE ODBC Driver.
6
Click Finish.
Result: The ODBC Sybase ASE Setup window appears.
Historical Reporting and Data Dictionary
43
Advanced reporting
7
Standard 1.0
Enter information into the following boxes:
Data Source Name: The name for the data source (for example,
REPORTS_DSN).
Description: (Optional) Additional information about the data source.
Server Name: The name of the server you defined in “To define a
connection to the server” on page 37 (for example, REPORTS).
Database Name: (Can leave blank.)
8
Click Test Connect.
Result: The Logon to Sybase window appears.
9
Enter information into the following boxes:
Login ID: The logon ID of the Symposium Call Center Server user.
Password: The password of the Symposium Call Center Server user.
10
Click OK.
Result: The system displays the message, Connection established.
44
Symposium Call Center Server
April 2004
Advanced reporting
11
Click OK.
Result: The ODBC Sybase ASE Setup window appears.
12
Click OK.
Historical Reporting and Data Dictionary
45
Advanced reporting
Standard 1.0
Creating a new report in Crystal Reports
Introduction
Follow these steps to create a new report using Crystal Reports:
Create the report and connect to the database.
Select views and fields.
The following procedure provides detailed instructions for performing these
steps with the Crystal Reports 9 Report Wizard.
Before you begin
Before following this procedure, obtain training in Crystal Reports.
To create a report and connect to the database
1
From the Start menu, choose Crystal Reports 9.
Result: The Crystal Reports Welcome dialog box appears.
46
Symposium Call Center Server
April 2004
Advanced reporting
2
Select Using the Report Wizard, and then click OK.
Result: The Crystal Reports Gallery window appears.
3
Select Standard, and then click OK.
Result: The Data window appears.
Historical Reporting and Data Dictionary
47
Advanced reporting
4
Standard 1.0
Choose Create New Connection → ODBC (RDO), and then click Next.
Result: The Data Source Selection window appears.
48
Symposium Call Center Server
April 2004
Advanced reporting
5
Select ICCM_PREVIEW_DSN, and then click Next.
Result: The Connection Information window appears.
6
Enter a user ID and password with access to the server.
Note: If you do not know your user ID and password, contact your system
administrator.
7
For Database, select blue.
Historical Reporting and Data Dictionary
49
Advanced reporting
8
Standard 1.0
Click Finish.
Result: The Data window appears.
9
50
Click the plus sign beside blue to expand. Then expand Views.
Symposium Call Center Server
April 2004
Advanced reporting
10
Select each view to be included in the report, and click the right arrow
button (>). Then click Next.
Note: Be sure to use views, not tables, when you create the report.
Result: The Fields window appears.
Historical Reporting and Data Dictionary
51
Advanced reporting
11
Standard 1.0
Select the fields you want to include in the report, and click the right arrow
button (>). Then click Next.
Result: The Template window appears.
12
Select the template you want to use for the report, and then click Finish.
Result: The Crystal Reports window appears.
52
Symposium Call Center Server
April 2004
Advanced reporting
13
Choose Field → Field Explorer to display the Field Explorer pane. Use this
pane to select the fields to be included in the report.
Historical Reporting and Data Dictionary
53
Advanced reporting
Standard 1.0
Using database aliases in Crystal Reports
Introduction
A database alias is a name that represents a database view in the report
definition. If you use an alias rather than a view name, you can easily change the
view used by a report.
Example
For example, you can create a custom daily report. If you want an interval report
with identical fields, you can copy the daily report and change the database alias
to point to an interval view.
To create a database alias
1
From the Crystal Reports window, choose Database → Database Expert.
Result: The Database Expert window appears.
54
Symposium Call Center Server
April 2004
Advanced reporting
2
In the Selected Tables box, select the database view for which you want to
create an alias name.
3
Press F2, and then type the new alias.
Historical Reporting and Data Dictionary
55
Advanced reporting
Standard 1.0
Creating a new report in another application
Introduction
Before you can create reports in an ODBC- or SQL-compliant application, you
must define the server in Symposium Call Center Server as a data source. You
need only perform this procedure once on the client PC.
Once the data source is defined, you can use the application to create reports.
Restriction
Reports created with this method cannot be imported into the server in
Symposium Call Center Server.
To define a data source
1
Open the application’s ODBC applet.
Example: To create a report in Microsoft Excel, open Microsoft Query.
Choose Data → Get External Data → Create New Query.
2
Define a new data source.
Example: In Microsoft Query, choose File → New. Then select <New Data
Source>.
Result: The application prompts for a data source name and driver.
56
3
For data source name, enter ICCM_PREVIEW_DSN.
4
For driver, select Sybase ASE ODBC.
Symposium Call Center Server
April 2004
Advanced reporting
5
Connect to the data source.
Result: The data source prompts for the server name, logon ID, and
password.
6
In the Server Name box, enter ICCM_PREVIEW.
7
Enter your logon ID and password.
Note: If you do not know your logon ID and password, contact your system
administrator.
Result: The new data source is defined.
8
In the Database box, select blue.
9
Click OK.
10
Save the new data source.
To create the report
Choose the columns to be included in the report. Then save the new report.
Historical Reporting and Data Dictionary
57
Advanced reporting
Standard 1.0
Importing a report created in Crystal Reports
Introduction
Follow this procedure to import a report template you created in Crystal Reports
into Symposium Call Center Server. You can import reports using the
Symposium Call Center Server Classic Client or using Symposium Call Center
Web Client (refer to the Symposium Web Client online Help for more
information about importing reports using Symposium Web Client).
Nortel Networks does not support importing report templates that include
references to other data sources (for example, references to Microsoft Access
databases are not supported). Reports may include data from more than one
database view; however, these views must be linked in the manner documented
in this guide (for more information, see “Linking views” on page 97). The use of
unlinked views in subreports is not supported.
CAUTION
Risk of data loss
.
Do not move the template file after you import the report. If you
do move the file, the server cannot find the report, and you must
import it again.
Restrictions
Reports created in other applications cannot be imported.
Report templates that include references to other data sources (other than
the Symposium Call Center Server database) cannot be imported.
Limitations
58
There are limitations on the way in which the reports application handles
user-created reports that contain subreports and use the timestamp field. For
more information, see “Limitations with subreports” on page 60.
Symposium Call Center Server
April 2004
Advanced reporting
To import a user-created Crystal Report
1
From the SMI window, choose Reports & Displays → Reports.
Result: The Reports window appears.
2
Choose File → Import User-created Report.
Result: The Import a User-created Crystal Report dialog box appears.
3
In the Specify full path and report name box, enter the path to the report
that you want to import, or click Browse to search for the correct path.
4
In the Database alias and Timestamp field box, enter the Symposium Call
Center Server database alias you assigned in Crystal Reports.
Historical Reporting and Data Dictionary
59
Advanced reporting
Standard 1.0
Notes:
5
If you select the Configuration only option, you do not need to specify an
alias.
To determine the alias of a database, open the report in Crystal Reports
and choose Database → Set Alias.
The Timestamp field is not required for a configuration report.
Select the type of data the report collects.
Note: Call-by-call reports take much longer to generate than do reports that
collect other types of data.
6
Click Import.
Result: The report is added to the list in the Reports window.
7
To modify the Schedule, Data Range, and Output Options property pages,
see the Supervisor’s Guide.
Note: You can also import reports using Symposium Call Center Web Client.
Refer to the Symposium Call Center Web Client online Help for more
information about importing reports.
Limitations with subreports
If you are importing user-created reports that contain subreports, there are some
limitations due to the way the Symposium Call Center Server reports application
handles the timestamp filter. The application does not automatically pass the
filter into the subreports. Therefore, unless the timestamp fields in the subreports
are linked to the container report, the subreports will not be filtered based on the
timestamp range provided.
This section describes the process of linking subreport timestamp fields and
outlines the limitations imposed.
Timestamp field
When you import a report, you must configure a timestamp field. This allows
the date and time entered in the report application to be used to filter the data
provided on the report. (For configuration reports, a timestamp field is not
required, since the data is not time-specific).
60
Symposium Call Center Server
April 2004
Advanced reporting
When reports are generated, the timestamp filter is only applied to the main
(container) report and not passed into any subreports. To filter the data on the
subreports by the same timestamp field as the container report, the timestamp
field on each subreport must be linked to the container report’s timestamp field.
Positioning linked subreports on the container report
The position of the linked subreport on the container report is important to
ensure that all subreports run for each of the timestamps on the container report.
To ensure that each timestamp in the container report is passed into the
subreports, all linked subreports should appear in the details area of the
container report.
Limitations
Because the subreports must appear in the details section of the container report,
the subreports will be generated for each timestamp field (rather than running
for the whole time interval passed into the main report). This limits the
capabilities of the subreports as each subreport will generate reports based on a
single database record.
Therefore, subreports cannot be used if the report needs to work on multiple
database records within a range of timestamps.
Linking subreport timestamp fields
Use the following steps to link the timestamp field on the container report to the
timestamp field on each subreport.
1
While viewing the container report, choose Edit → Subreport Links. This
menu item is only available when viewing the container report.
Result: The Subreport Links window appears.
2
Select the first subreport from the drop-down list.
3
In the Available Fields box, select the container report timestamp field that
will be used when importing the report.
4
Press the right arrow button to move the field to the Field(s) to link to list.
5
In the field link section at the bottom of the window, ensure that the Select
data in subreport based on field checkbox is selected and that the field
displayed is the correct timestamp field for the subreport.
Historical Reporting and Data Dictionary
61
Advanced reporting
Standard 1.0
Result: The completed window resembles the following example:
6
62
Repeat steps 2 to 5 for each subreport, and then click OK.
Symposium Call Center Server
April 2004
Advanced reporting
Adding customized formulas in Crystal
Reports
Introduction
Follow this procedure to insert the following formulas in your reports:
customized formulas
special formulas defined for use with Symposium Call Center Server
The latter include the following formulas:
@company_name
the name of the company, as defined on the General –
Report Properties property page
@report_interval
the collection period for the report
@report_title
the title of the report, as defined on the General – Report
Properties property page
@report_user
the logon ID of the user who printed the report
@site_id
the name of the site; to change the site name, see the
Supervisor’s Guide
For more information about formulas, see the Formula Editor topic in the
Crystal Reports online Help. (This topic is available from the Help Index.
Search for “Formula Editor.”)
To add customized formulas to a report
1
In Crystal Reports, open the report you want to customize.
2
In the Field Explorer, select Formula Fields.
Historical Reporting and Data Dictionary
63
Advanced reporting
3
Standard 1.0
Click the right mouse button, and then choose New.
Result: The Formula Name window appears.
4
Enter the name of the formula (for example, @report_interval).
5
Click OK.
Result: The formula is added to the Formula fields list.
64
Symposium Call Center Server
April 2004
Advanced reporting
Creating a custom report to export data to
Record format
Introduction
To improve the readability of the reports and reduce the number of pages
generated, the following options are applied to some of the fields in the report
templates:
suppress
conditionally suppress
hide
conditionally hide
These options are not supported by the Record output format. As a result, when
you output reports to Record format, some data is not exported. To export this
data to Record format, create a new custom report and disable these options.
Note: Static data (row and column headings) cannot be exported to Record
format. For more information, see What’s New in Release 5.0.
To create a custom report
1
Obtain the following information:
the name and location of the report template to be updated
the name of the database table the template uses
To do so, run the report from the Reports application in the Symposium Call
Center Server client application. The name and location of the report
template appears in the footer (for example, “c:\Program Files\Nortel
Networks\Symposium Call Center Server\client\en\RPT\IMSKILL1.rpt”).
The database table name appears in the upper left corner, after the label
“Table Name.”
Note: Separate templates are used for the interval, daily, weekly, and
monthly versions of each report. Follow this procedure to change each
template you want to be able to use to output Record format data.
Historical Reporting and Data Dictionary
65
Advanced reporting
Standard 1.0
2
If you do not already have a folder to store your custom reports, create one.
This helps ensure that you do not delete or change the standard reports
shipped with the client.
3
Copy the template file you want to change to the folder containing your
custom reports. To do so, follow these steps:
a. Open Windows Explorer.
b. Browse to the path specified in the report footer, and then select the
template file.
c. Choose Edit → Copy.
d. Select the folder containing your custom reports.
e. Choose Edit → Paste to copy the template to this folder.
4
Rename the template file. Choose a name that identifies the purpose of the
new report.
5
Using Crystal Reports, open the new template file.
Note: The following steps and screen shots are based on Crystal Reports
version 9.
66
Symposium Call Center Server
April 2004
Advanced reporting
6
Choose Report → Expert.
Result: The Section Expert dialog box appears.
7
Select a section you want to include in the report.
8
If the Suppress (No Drill-Down) or Hide (Drill-Down OK) check boxes are
checked, uncheck them.
9
If the Suppress (No Drill-Down) or Hide (Drill-Down OK) properties have a
formula (that is, if the
button appears beside these fields), remove the
formula by following these steps:
a. Click the
button.
Result: The Formula Workshop - Format Formula Editor window
appears.
Historical Reporting and Data Dictionary
67
Advanced reporting
Standard 1.0
b. Delete the formula.
c. Click the Save and Close Icon (
10
).
Import the report following the instructions in “Importing a report created in
Crystal Reports” on page 58.
Under Report is based on the following data, select the report type. If the
original report name contains “Config,” choose Configuration only. For other
reports, use Other statistical data.
If you set the data type to Other statistical data, you must specify a
database alias name. Enter the table name obtained in step 1, replacing
the first character with an “i.” For example, if the Table name is
“dSkillsetStat,” enter “iSkillsetStat.” (The reports use database aliases to
point to the correct table.)
You can now run or schedule this report like any other user-defined report.
68
Symposium Call Center Server
April 2004
Advanced reporting
Section B: Filter sets
In this section
Overview
70
Configuring the client
71
Creating filter sets
74
Historical Reporting and Data Dictionary
69
Advanced reporting
Standard 1.0
Overview
The filter sets feature allows you to select the sites and resources to be included
in a network consolidated report. Filter sets are only applicable to networking
(available for M1/Succession 1000 only). After you create a filter set, you can
use it whenever you generate a report (for more information about using filter
sets in reports, see the Supervisor’s Guide). You can create multiple filter sets,
selecting different sets of sites and resources for reporting.
The filter sets application (NICSETS.exe) is located in the path
..\Program Files\Nortel Networks\Symposium Call Center Server\Client\.
Filter sets are stored in a dedicated Microsoft Access database (RptSets.mdb),
which is located on the NCC server.
CAUTION
Risk of data loss
.
The filter sets database, RptSets.mdb, is not backed up
automatically on the NCC server. The administrator
should back it up periodically.
Before you can use filter sets, you must do the following:
70
1.
Configure the NCC. For more information, refer to the Network Control
Center Administrator’s Guide.
2.
Configure the data source on the client (see the following section).
Symposium Call Center Server
April 2004
Advanced reporting
Configuring the client
Introduction
Before you can work with filter sets on a client PC, you must configure the filter
sets data source (ReportSets) on the client.
To configure the data source information on the client
1
From the Control Panel, choose ODBC Data Sources.
Result: The ODBC Data Source Administrator dialog box appears.
2
Click the System DSN tab.
Historical Reporting and Data Dictionary
71
Advanced reporting
3
Standard 1.0
Click Add.
Result: The Create New Data Source dialog box appears.
4
Select Microsoft Access Driver.
5
Click Finish.
Result: The ODBC Microsoft Access Setup window appears.
72
Symposium Call Center Server
April 2004
Advanced reporting
6
In the Data Source Name box, type ReportSets.
CAUTION
.
Risk of malfunction
If ReportSets is not typed correctly, you cannot create or view the
filter sets. Note that this name is case-sensitive.
7
In the Description box, type a description.
8
Click Select.
Result: The Select Database window appears.
9
In the Database Name box, enter the network path of the RptSets.mdb
database shared from the NCC server. Alternatively, you can map the
shared drive and fill in the corresponding path in the Database Name box.
10
Click OK.
11
Click OK in the Setup dialog box.
Historical Reporting and Data Dictionary
73
Advanced reporting
Standard 1.0
Creating filter sets
Introduction
After configuring the client, you use NICSETS.exe to create the filter sets to be
used for your reports.
Note: Filter sets are only applicable to networking (available for M1/Succession
1000 only).
To start the filter sets application
1
Browse to ..\Program Files\Nortel Networks\Symposium Call Center
Server\Client\, and then double-click NICSETS.exe.
Result: If this is the first time you are launching the application, a dialog
box prompts you for NCC information. If this is not the first time, you are
prompted for the User ID and password (go to step 3).
2
Enter the Site Name and CLAN IP Address for the NCC.
The filter sets application uses this information to access the NCC
databases.
Note: After you enter the NCC information once, this dialog box does not
appear again. However, you can change the NCC information by choosing
File → Change NCC Info. When you change the NCC information, you do
not change the way the client accesses the filter sets database. If you want
74
Symposium Call Center Server
April 2004
Advanced reporting
the client to access the filter sets of a different NCC server, you must
manually update the DSN path using the ODBC administrator.
Result: The program prompts you for your User ID and Password.
3
Enter a Symposium Call Center Server user ID and password.
Note: You can click Guest User to log on as a guest user. The Guest User
has view-only access; it can view filter sets, but it cannot change them.
Result: Once you have logged on, a window listing the filter sets appears.
Historical Reporting and Data Dictionary
75
Advanced reporting
Standard 1.0
To add a new filter set
1
Choose File → New Set.
Result: The Select Type dialog box appears.
2
Choose the appropriate resource type, and then click Edit Set Contents.
Result: The Filter Set Criteria dialog box for the selected resource
appears. The dialog box lists all server sites that are configured under the
NCC server. When you click on a server site, the available resources from
that site appear for you to select.
76
Symposium Call Center Server
April 2004
Advanced reporting
3
Select the desired resource items, and then click Save.
Note: If a server is down, the program cannot retrieve information about the
site. When this happens, a message appears informing you which servers
cannot be contacted.
Historical Reporting and Data Dictionary
77
Advanced reporting
78
Standard 1.0
Symposium Call Center Server
Chapter 3
Frequently asked questions
In this chapter
Overview
80
Pegging questions
81
Questions about custom reports
85
Historical Reporting and Data Dictionary
79
Frequently asked questions
Standard 1.0
Overview
This chapter contains frequently asked questions about Symposium Call Center
Server statistics pegging and custom reports. The information in this section can
also help you troubleshoot any problems with your reports.
80
Symposium Call Center Server
April 2004
Frequently asked questions
Pegging questions
Can we change the length of the interval from 15 minutes to 60?
The interval length is not configurable. It is fixed at 15 minutes.
How are ACD statistics sent to the server?
Symposium Call Center Server does not report on statistics relating to the ACD
queue. The server does not have delay or abandon information for ACD calls.
However, the server can provide the following statistics for ACD calls presented
to a phoneset that has been acquired by the server:
the number of ACD calls answered
the number of ACD calls conferenced and transferred
the amount of time spent on ACD calls
You can also map each ACD-DN to a dummy skillset. All calls to that ACD-DN
that are answered on a phoneset acquired by the server are pegged against the
dummy skillset. (If you do not map an ACD-DN, calls to that ACD-DN are
pegged against the Default_ACD_Skillset.)
Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?
This can occur for two reasons:
A call pegs as offered in the interval when it is first processed by the Master
script. It pegs as answered when the call is answered, or it pegs as
abandoned when the call is released.
A call that is offered to a Symposium Call Center Server agent (that is, an
agent who is configured on the server) can be
answered
abandoned
given a treatment, such as Force Disconnect, Overflow, Route To, or
Default
Historical Reporting and Data Dictionary
81
Frequently asked questions
Standard 1.0
You can create a custom formula to account for all calls given a treatment
(this formula varies depending on the types of treatments you use). When
you add this custom formula to CallsAnswered and CallsAbandoned, the
result should be close to CallsOffered. (The result may not be equal to
CallsOffered if calls were offered in one interval, and answered,
abandoned, or given a treatment in another.)
Why do agent activity times not add up to logon time?
All agent state timers are maintained independently. For example, the following
events occur:
9:00:00
The agent logs on.
9:00:10
The agent answers a DN call from an internal number.
9:00:20
The agent places the DN call on hold and answers a Symposium
Call Center Server call.
9:01:20
The agent releases the Symposium Call Center Server call and
resumes the DN call.
9:01:30
The agent releases the DN call and logs off.
At the end of this period, the agent timers have the following values:
LoggedInTime
90 seconds
WaitingTime
10 seconds
DNInCallsTalk Time (DMS/MSL-100) or
80 seconds
DNIntInCallsTalkTime (Meridian 1/Succession 1000)
TalkTime
60 seconds
The total activity time for the agent, as calculated below, exceeds the agent
logon time of 90 seconds.
WaitingTime + DNInCallsTalkTime or DnIntInCallsTalkTime + TalkTime
= 10 + 80 + 60
= 150 seconds
82
Symposium Call Center Server
April 2004
Frequently asked questions
Similarly, on the Meridian 1/Succession 1000 switch, a phoneset may contain
multiple DN keys. If an agent answers a DN call, places it on hold, and makes
another DN call, both DN hold time and DN talk time are pegged for the same
period.
What is the difference between ReturnedToQ and
ReturnedToQDueToTimeout?
Calls are pegged as ReturnedToQ under the following conditions:
An agent manually returns the call to the queue.
An agent presses a key just as a call is being presented (this should only
occur rarely).
Calls are pegged as ReturnedToQDueToTimeout if they are not answered within
a period of time specified in the agent’s call presentation class.
What is the difference between service level threshold for an
application and service level threshold for a skillset?
In the application statistics, wait time for calls abandoned and answered is
calculated from the time the call is handed off by the Master script to a primary
application. As a result, it includes the time required for the caller to navigate
menus and listen to recorded announcements. When you calculate the service
level for an application threshold class, you must allow for this time.
In the skillset statistics, wait time for calls abandoned and answered is calculated
from the time the call is queued to the skillset. It does not include the time
required for the caller to navigate menus and listen to recorded announcements.
Why is my service level 0%?
If no calls are answered or abandoned during an interval, the service level is 0%
(that is, zero calls are answered within the service level threshold).
Historical Reporting and Data Dictionary
83
Frequently asked questions
Standard 1.0
Why is the agent name field blank on an agent statistical report?
If an agent record has been deleted, the agent name appears blank in any reports
based on the AgentPerformanceStat, AgentByApplication, or AgentBySkillset
views. Symposium Call Center Server pegs statistics against an agent ID, and
when you generate this report, looks up the corresponding agent name in the
database. If the agent record has been deleted, the server cannot retrieve the
agent name.
What is the reporting impact of having a primary script and skillset
with the same name?
This does not impact pegging. However, reports are easier to interpret if entities
have unique names.
What time period does the interval from 7:00 to 7:15 represent?
When you generate a report for the interval from 7:00 to 7:15, the data included
in the report includes events occurring between 7:00 and 7:14:59.
84
Symposium Call Center Server
April 2004
Frequently asked questions
Questions about custom reports
What is the maximum number of custom reports I can create?
Symposium Call Center Server does not limit the number of reports you can
create.
What join type do I use to join tables in Crystal Reports?
When you link views to generate a custom report, use the Left Outer [=(+), *=]
join type.
Can I import reports using Symposium Web Client?
You can import custom reports using Symposium Call Center Web Client. Refer
to the Symposium Call Center Web Client online Help for more information
about importing reports.
Historical Reporting and Data Dictionary
85
Frequently asked questions
86
Standard 1.0
Symposium Call Center Server
Chapter 4
Data dictionary
In this chapter
Overview
88
Section A: Summarized historical statistics
91
Section B: Event statistics
235
Section C: Configuration views
263
Historical Reporting and Data Dictionary
87
Data dictionary
Standard 1.0
Overview
Introduction
The Symposium Call Center Server database is an open database; you can
access the data in this database with any SQL- or ODBC-compliant application.
You can use the data in many ways, including the following:
Import it into a spreadsheet for manipulation.
Import it into your corporate database.
Generate customized reports using Crystal Reports or another reporting
application.
This chapter describes the data that is available to you.
Types of data
This chapter describes the following types of data:
summarized historical statistics—statistics accumulated over a period of
time (15-minute interval, daily, weekly, or monthly)
event statistics—statistics that report each occurrence of an event
configuration data—information about the configuration of your server
Database views
Summarized historical statistics, event statistics, and configuration data are
accessible through database views. A database view is a logical representation of
the database, used to organize the information in the database for your use.
88
Symposium Call Center Server
April 2004
Data dictionary
Statistical field types
The following table describes the field types used in the statistics descriptions in
this chapter. For each type, it provides a range of valid values and a size:
Field type
Description
Value range
Length
binary
binary data
n/a
n bytes, data
dependent
char
fixed character
length
n/a
n bytes
datetime
time stamp
Jan 1, 1753 to
Dec 31, 9999
8 bytes
int
integer
-2 147 483 648 to
4 bytes
2 147 483 647
smalldatetime
time stamp
Jan 1, 1900 to June 6, 4 bytes
2079
smallint
small integer
-32 768–32 767
2 bytes
tinyint
tiny integer
0–255
1 byte
varchar
variable length
character
n/a
n bytes, data
dependent
Resource usage
When you generate reports or export data from the database, you use system
resources, including server CPU and LAN bandwidth. To calculate resource
requirements for a specific application, refer to the Planning and Engineering
Guide.
Note: If you are generating large reports or exporting large amounts of data, do
so at off-peak times.
Historical Reporting and Data Dictionary
89
Data dictionary
90
Standard 1.0
Symposium Call Center Server
April 2004
Data dictionary
Section A: Summarized historical
statistics
In this section
Overview of summarized historical statistics
92
Types of views
94
Linking views
97
Types of calls
102
ActivityCodeStat views
106
AgentByApplicationStat views
114
AgentBySkillsetStat views
122
AgentPerformanceStat views
130
ApplicationStat views
157
CDNStat views
178
DNISStat views
182
IVRPortStat views
190
IVRStat views
195
NetworkInCallStat views
200
NetworkOutStat views
207
RANMusicRouteStat views
214
RouteStat views
217
SCCSDBSpace views
221
SkillsetStat views
223
TrunkStat views
231
Historical Reporting and Data Dictionary
91
Data dictionary
Standard 1.0
Overview of summarized historical statistics
Introduction
Summarized historical statistics are accumulated over a period of time (15minute interval, daily, weekly, or monthly). For example, summarized historical
statistics can tell you the number of calls answered during a 15-minute interval.
These statistics are used in standard and user-defined reports. You can also
include these statistics in your user-created reports.
Database views
Summarized historical statistics are accessible through database views. A
database view is a logical representation of the database, used to organize the
information in the database for your use.
Data collection option
When you configure Historical Statistics Collection, you can choose whether to
collect statistics in each of the following statistics groups:
92
activity code statistics
agent by application statistics
agent by skillset statistics
agent performance statistics
application statistics
CDN statistics
DNIS statistics
IVR port statistics (Meridian 1/Succession 1000 switch)
IVR queue statistics (Meridian 1/Succession 1000 switch)
network call-by-call statistics (NSBR option)
network incoming call statistics (NSBR option)
network outgoing call statistics (NSBR option)
Symposium Call Center Server
April 2004
Data dictionary
RAN and music route statistics
route statistics (Meridian 1/Succession 1000 switch)
skillset statistics
trunk statistics (Meridian 1/Succession 1000 switch)
You can enable or disable data collection for one of these groups at any time
while the system is running.
IVR transfers
If you are using Meridian Mail, CallPilot, or another IVR system that uses a
two-stage transfer (IVR Transfer), rather than a hook-flash transfer, the
CallsOffered statistic is pegged each time a call is transferred by the IVR
system.
Your ApplicationStat view may contain the following statistics:
CallsOffered = 1000
CallsAnswered = 600
IVRTransferred = 400
In this case, although CallsOffered is 1000, the number of calls from outside
callers is actually 600.
Historical Reporting and Data Dictionary
93
Data dictionary
Standard 1.0
Types of views
Introduction
Summarized historical statistics are available in interval, daily, weekly, and
monthly views.
Interval views
The server accumulates interval statistics for 15 minutes. At the end of the
15-minute interval, the server creates a new record in the database for each
entity (or combination of entities). The new record contains the summarized
statistics for that entity for that interval. (The statistics collected depend on the
type of entity.) The time-stamp field of the new record is in the format YYYY/
MM/DD HH:MM:00:00, where MM is 00, 15, 30, or 45.
For example, to record agent by skillset statistics, the server creates a record for
each skillset for which an agent answered calls during the interval just ended.
Note: Interval statistics are not available until after the interval ends. If you shut
down the server without properly shutting down the Symposium Call Center
Server services, data for the current interval is lost.
Interval views begin with the prefix i.
Daily views
Immediately after the end of the business day (that is, at 12:00 a.m. the next
day), the server sums all of the interval records for the day, and creates
corresponding daily records. The time-stamp field of the daily records is in the
format YYYY/MM/DD 00:00:00:00.
Note: Daily statistics are not available until the beginning of the next day.
Daily views begin with the prefix d.
94
Symposium Call Center Server
April 2004
Data dictionary
Weekly views
After the end of the first day of the week (that is, at 12:00 a.m. of the next day),
the server creates weekly records that contain each of the daily totals. After the
end of each subsequent day in the week, the server adds the day’s totals to the
fields in the weekly records. The time-stamp field of the weekly records is in the
format YYYY/MM/DD 00:00:00:00, where DD is the first day of the week.
Notes:
Weekly statistics are not available until the beginning of the next week.
The first day of the week is configurable in the Historical Statistics
Configuration.
Weekly views begin with the prefix w.
Monthly views
Immediately after the end of the first day of the month (that is, at 12:00 a.m. of
the next day), the server creates monthly records that contain each of the daily
totals. After the end of each subsequent day in the month, the server adds the
day’s totals to the fields in the monthly record. The time-stamp field of the
monthly records is in the format YYYY/MM/DD 00:00:00:00, where DD is 01.
Note: Monthly statistics are not available until 12:00 a.m of the first day in the
next month.
Monthly views begin with the prefix m.
When statistics are cumulated
The following table shows when different types of statistics are cumulated and
become available for reporting:
Type
When cumulated
interval
every 15 minutes
daily
immediately after the end of the day (that is, at 12:00 a.m. the
next day)
Historical Reporting and Data Dictionary
95
Data dictionary
96
Standard 1.0
Type
When cumulated
weekly
immediately after the end of the week (that is, at 12:00 a.m. on
the first day of the next business week)
monthly
immediately after the end of the month (that is, at 12:00 a.m.
on the first day of the next month)
Symposium Call Center Server
April 2004
Data dictionary
Linking views
Introduction
Linkages between database views allow you to generate customized reports that
combine statistics from two or more views. You can only combine views that
share a linkage key. If you combine views that do not share a linkage key, the
resulting statistics are meaningless and misleading.
If several views use the same linkage key, you can create a report combining all
of those views.Introduction
If the SQL queries you are using perform calculations such as Max, Min, Sum,
or Avg, use the Group By statement to ensure that the joined view does not
contain duplicated data.
Example
BestAir’s call center administrator wants to create a report containing the
following statistics for each agent:
CallsAnswered
CallsOffered
TalkTime
The AgentPerformanceStat view provides CallsAnswered and CallsOffered
statistics, but it does not provide TalkTime statistics. The
AgentByApplicationStats view provides CallsAnswered and TalkTime statistics,
but it does not provide CallsOffered statistics. To obtain all of these statistics,
the administrator must use both of these views.
The following tables provide examples of statistics for these views:
Historical Reporting and Data Dictionary
97
Data dictionary
Standard 1.0
AgentPerformanceStat view
Timestamp
UserID
CallsAnswered
CallsOffered
13:00 31/10/2003
6709
8
9
13:00 31/10/2003
6761
5
5
AgentByApplicationStat view
Timestamp
UserID
ApplicationID
CallsAnswered TalkTime
13:00 31/10/2003 6709
10000
6
400
13:00 31/10/2003 6709
10001
2
100
13:00 31/10/2003 6761
10000
5
300
From the AgentPerformanceStat view, you can see that the number of
CallsAnswered for UserID 6709 is 8. The AgentByApplicationStat view tells
you that six of these calls were answered for Application ID 10000, and two
calls were answered for ApplicationID 10001.
Proper join
To obtain correct grand totals, you must use the following SQL query:
(select a.Timestamp, a.UserID, max (a.CallsAnswered),
max(a.CallsOffered), sum(b.CallsAnswered),
sum(b.TalkTime)
from iAgentPerformanceStat a, iAgentByApplicationStat
b
where a.Timestamp = “13:00 3/10/2003”
and b.Timestamp = “13:00 3/10/2003”
and a.Timestamp = b.Timestamp
and a.Userid
= b.UserId
group by a.Timestamp, a.UserId
)
This SQL query uses Timestamp and UserID as linkage keys. The “group by”
statement creates a record for each unique combination of Timestamp and
UserID, rather than for each unique combination of Timestamp, UserID, and
ApplicationID.
98
Symposium Call Center Server
April 2004
Data dictionary
This query takes the CallsAnswered and CallsOffered fields from
iAgentPerformanceStat, and the CallsAnswered and TalkTime fields from
iAgentByApplicationStat. The query takes the maximum value for the
iAgentPerformanceStat statistics and the sum of the values for each agent for the
iAgentByApplicationStat statistics. The “group by” statement is essential to
obtaining the correct results.
The following table shows the resulting statistics:
Calls
Answered
Calls
CallsOffered Answered
TalkTime
13:00 31/10/2003 6709
8
9
8
500
13:00 31/10/2003 6761
5
5
5
300
Timestamp
UserID
The grand totals are correct:
CallsAnswered = 8 + 5 = 13
CallsOffered = 9 + 5 = 14
TalkTime = 500 + 300 = 800
Elimination of the “group by” statement causes the CallsOffered field to be
counted multiple times for some agents. Each agent’s total CallsAnswered is
multiplied by the number of applications for which the agent answered calls.
Therefore, it only provides correct results if each agent answered calls for only
one application.
The following simple join illustrates this problem:
Simple join
The simplest join uses the following SQL query:
(select a.Timestamp, a.UserID, b.ApplicationID,
a.CallsAnswered, a.CallsOffered, b.CallsAnswered,
b.TalkTime
from iAgentPerformanceStat a, iAgentByApplicationStat
b
where a.Timestamp = “13:00 3/10/2003”
and b.Timestamp = “13:00 3/10/2003”
Historical Reporting and Data Dictionary
99
Data dictionary
Standard 1.0
and a.Timestamp = b.Timestamp
and a.Userid
= b.UserId
)
This query uses the Timestamp and UserId fields as linkage keys for the two
views. It creates a record for each unique combination of Timestamp, UserID,
and ApplicationID in iAgentByApplicationStat. For each record in
iAgentByApplicationStat, it finds the record with a matching UserID and
Timestamp in iAgentPerformanceStat. The new record contains the Timestamp
and UserID, the CallsAnswered and CallsOffered fields from
iAgentPerformanceStat, and the CallsAnswered and TalkTime fields from
iAgentByApplicationStat.
The following table shows the resulting statistics:
Application
UserID ID
Calls
Answered
Calls
Offered
Calls
Answered
Talk
Time
13:00 31/10/
2003
6709
10000
8
9
6
400
13:00 31/10/
2003
6709
10001
8
9
2
100
13:00 31/10/
2003
6761
10000
5
5
5
300
Timestamp
Each entry contains two CallsAnswered fields. One field contains the calls
answered by the agent; the other field contains the calls answered by the agent
for the application. Grand totals of the two CallsAnswered fields produce the
following results:
8 + 8 + 5 = 21
6 + 2 + 5 = 13
The second total is correct (13). The first total counts agent 6709’s
CallsAnswered twice, because it multiplies the agent’s total CallsAnswered by
the number of applications for which the agent answered calls. The result is
correct only if each agent answered calls for only one application.
100
Symposium Call Center Server
April 2004
Data dictionary
The grand total of the CallsOffered field is 9 + 9 + 5 = 23. Again, this total is
misleading because the agent’s total CallsOffered is included twice.
Historical Reporting and Data Dictionary
101
Data dictionary
Standard 1.0
Types of calls
Introduction
The call types described on this page and the following pages are referred to in
the descriptions of database views.
Symposium Call Center Server calls
Symposium Call Center Server calls are calls that
arrive at a CDN that is acquired by Symposium Call Center Server
are presented to the Incalls key of a phoneset that is acquired by
Symposium Call Center Server
Local Symposium Call Center Server calls are calls that arrive at a CDN
configured as a local CDN; network Symposium Call Center Server calls are
calls that arrive at a CDN configured as a network CDN (that is, incoming calls),
or calls that are offered to a remote site by the local server (that is, outgoing
calls).
Note: Unless otherwise specified, Symposium Call Center Server calls include
both local and network calls.
Tracking
Symposium Call Center Server calls are tracked from the time that a call
notification message arrives from the switch until the call is
102
abandoned
routed to the default DN
given Force Disconnect command
given Busy treatment
given Overflow treatment
given Queue to NACD treatment
Symposium Call Center Server
April 2004
Data dictionary
given Queue to Network Skillset treatment, and then
abandoned
answered
reaching a non-ISDN trunk
treated by the Network script at the remote site
released
transferred or conferenced out by an agent or resource
ACD calls
ACD calls are calls to an Automatic Call Distribution Directory Number (ACDDN) that are presented to a phoneset that is acquired by Symposium Call Center
Server. ACD calls are distributed to agents in an ACD group based on the
routing table defined on the switch.
Notes:
Networking statistics only contain calls controlled by the server. They do
not include ACD calls.
On the DMS/MSL-100 switch, ACD call statistics include networked calls.
Tracking
For ACD calls, the server does not record information about call activity on the
switch. ACD calls are tracked from the time that they are answered at a phoneset
acquired by Symposium Call Center Server. Therefore, the server does not
record the following statistics for ACD calls:
calls offered
calls waiting
calls abandoned (and abandon delay)
calls returned to queue
Historical Reporting and Data Dictionary
103
Data dictionary
Standard 1.0
NACD calls
NACD calls arrive at the server via a network ACD-DN and are presented to a
phoneset acquired by Symposium Call Center Server.
Notes:
Delay and abandon statistics are not available for NACD calls.
On the DMS/MSL-100 switch, Symposium Call Center Server cannot
distinguish between ACD and networked calls. Networked calls are pegged
as ACD calls in Symposium Call Center Server.
Tracking
For NACD calls, the server does not record information about call activity on
the switch. NACD calls are tracked from the time that they are answered at a
phoneset acquired by Symposium Call Center Server. Therefore, the server does
not record the following statistics for ACD calls:
calls offered
calls waiting
calls abandoned (and abandon delay)
calls returned to queue
DN calls
DN calls are presented to the DN key of a phoneset that is acquired by
Symposium Call Center Server. DN calls are usually personal calls. The server
only pegs DN calls in the AgentPerformanceStat views. Activity code and
application statistics do not include DN calls.
Tracking
DN calls are tracked from the time that they are answered. The server does not
track activity for calls automatically redirected by the switch, including
104
hunting
call forward—busy
call forward—all calls
call forward—no answer
Symposium Call Center Server
April 2004
Data dictionary
Note: For the DMS/MSL-100 switch, only one DN key can be configured in the
Phoneset Properties sheet and monitored by Symposium Call Center Server.
Activity on other DN keys is not reported.
Historical Reporting and Data Dictionary
105
Data dictionary
Standard 1.0
ActivityCodeStat views
Introduction
Activity code statistics provide accounting information based on a combination
of activity code, agent, and application call information. These statistics allow
you to monitor agents’ work and time distribution within their working hours.
On the Meridian 1/Succession 1000 switch, activity code statistics include
statistics for Not Ready reason codes. Agents enter these codes when they go
into Not Ready state.
Notes:
The server does not record activity time for DN calls.
On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.
Definition: Activity code
An activity (or Line of Business) code identifies the type of call being answered.
For example, your call center manager can define activity codes to identify
sales, service, or support calls.
Definition: System default activity code
This is the activity code against which calls are pegged if an agent does not enter
an activity code.
Requirements
106
Define activity codes on the server in Symposium Call Center Server. If
you do not do this, activity codes statistics are collected, but
ActivityCodeName is blank.
Configure the server to collect activity code statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all activity codes; you cannot configure
the system to collect statistics for selected activity codes.
Symposium Call Center Server
April 2004
Data dictionary
Database views
iActivityCodeStat
dActivityCodeStat
wActivityCodeStat
mActivityCodeStat
Pegging (Meridian 1/Succession 1000)
For the interval in which a call is answered, if this is the first activity code
entered for the call, activity time starts when the call is answered. For
subsequent activity codes entered during that interval, and for subsequent
intervals, activity time starts when the agent enters the activity code.
Activity time stops when the agent enters a new activity code or when the call
ends.
Example 1: Activity code entered in first interval
For this example, the following events occur:
09:05:00
Agent answers call
09:11:00
Agent enters activity code 1234
09:14:00
Agent enters activity code 3456
09:23:00
Agent enters activity code 5678
09:26:00
Call ends
Activity code statistics are pegged as follows:
Interval
ActivityCode
Occurrences ActivityTime (min.)
09:00:00
1234
1
9
3456
1
1
3456
0
8
5678
1
3
09:15:00
Historical Reporting and Data Dictionary
107
Data dictionary
Standard 1.0
Example 2: Activity code entered in second interval
For this example, the following events occur:
09:05:00
Agent answers call
09:21:00
Agent enters activity code 1234
09:33:00
Call ends
Activity code statistics are pegged as follows:
Interval
ActivityCode
Occurrences ActivityTime (min.)
09:00:00
0 (system default)
1
10
09:15:00
0 (system default)
0
6
1234
1
9
1234
0
3
09:30:00
Pegging (DMS/MSL-100)
Activity time for an activity code is calculated and pegged when a new activity
code is entered or when the call ends.
Example 1: Activity code entered in first interval
For this example, the following events occur:
108
09:05:00
Agent answers call
09:11:00
Agent enters activity code 123
09:14:00
Agent enters activity code 345
09:23:00
Agent enters activity code 567
09:26:00
Call ends
Symposium Call Center Server
April 2004
Data dictionary
Activity code statistics are pegged as follows:
Interval
ActivityCode
Occurrences ActivityTime (min.)
09:00:00
0 (system default)
1
6
123
1
3
09:15:00
123
0
15
09:30:00
345
1
8
567
1
3
Example 2: Activity code entered in second interval
For this example, the following events occur:
09:05:00
Agent answers call
09:21:00
Agent enters activity code 123
09:33:00
Call ends
Activity code statistics are pegged as follows:
Interval
ActivityCode
Occurrences ActivityTime (min.)
09:00:00
0 (system default)
1
10
09:15:00
0 (system default)
0
15
09:30:00
123
1
3
Field descriptions
ActivityCode
Description: A unique identifier for an activity code, as defined on the Activity
Code Properties property sheet.
Type: varchar
Length: 32
Historical Reporting and Data Dictionary
109
Data dictionary
Standard 1.0
ActivityCodeName
Description: The name of the activity code, as defined on the Activity Code
Properties property sheet.
Type: varchar
Length: 30
ActivityTime
Description: The total call time that was charged to this activity code by this
agent.
Triggers: For the first activity code entered during a call, activity time begins
when the call is answered. For subsequent activity codes, activity time begins
after the agent presses the Activity or LOB key and enters the activity code.
Activity time ends when the call is released or the agent enters a new activity
code.
Type: int
Length: 4
ActivityShortName
Description: Stores the short name for the activity code.
Type: varchar
Length: 30
AgentGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Triggers: A logon is pegged after the agent enters a logon ID and (if required) a
logon password.
Type: varchar
Length: 16
110
Symposium Call Center Server
April 2004
Data dictionary
AgentSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
Application
Description: The name of the application, as defined on the Application
Properties property sheet.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application. Statistics for Not Ready reason codes are pegged
against the System_Application.
Type: varchar
Length: 30
ApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4
Occurrences
Description: The number of times this activity code was entered by an agent.
Multiple activity codes (up to three for a DMS/MSL-100 switch) may be entered
during a single call.
Pegging: An occurrence is pegged after the agent presses the Activity or LOB
key and enters this activity code.
Type: int
Length: 4
Historical Reporting and Data Dictionary
111
Data dictionary
Standard 1.0
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time that the statistic was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16
Linkages with other statistics groups
You can link activity code statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
112
Symposium Call Center Server
April 2004
Data dictionary
The following table shows the statistics groups to which activity code statistics
can be linked, as well as the data fields used as linkage keys.
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom report
using
THEN the linkage key data field is
AgentByApplicationStat
Timestamp
UserID
ApplicationID
AgentBySkillsetStat
Timestamp
UserID
AgentPerformanceStat
Timestamp
UserID
ApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
ApplicationID
NetworkInCallStat
Timestamp
ApplicationID
NetworkOutStat
Timestamp
ApplicationID
Historical Reporting and Data Dictionary
113
Data dictionary
Standard 1.0
AgentByApplicationStat views
Introduction
Agent by application statistics provide summarized performance information for
a Symposium Call Center Server agent. You can use these statistics to monitor
an agent’s contribution to an application.
The data fields are pegged based on a combination of application and agent
activities.
Note: These statistics do not include DN calls.
Requirements
Configure the server to collect agent by application code statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.
Database views
114
iAgentByApplicationStat
dAgentByApplicationStat
wAgentByAppliationStat
mAgentByApplicationStat
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties page.
Type: varchar
Length: 16
AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
Application
Description: The name of the application for which the agent answered the call,
as defined on the General – Application Properties property page.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
115
Data dictionary
Standard 1.0
ApplicationID
Description: A unique identifier for the application for which the agent
answered the call, which is assigned by the server when the application is added.
Type: int
Length: 4
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls answered by an agent for this
application.
Triggers: Call answer is pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4
CallsTransferred
Description: The number of Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this application.
Triggers: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time). Note: Pegging for CallsTransferred
is not implemented for this release.
Type: int
Length: 4
ConsultTime
Description: The total time an agent spends on consult during Symposium Call
Center Server calls for this application.
116
Symposium Call Center Server
April 2004
Data dictionary
Triggers: Consult time is the duration between the caller hanging up while the
answering agent is making a consultation transfer, and the consult call being
released. Consult time starts when the agent is active on a consultative transfer
and the customer releases the call. Consult time ends when the consult call is
released.
Pegging: Consult time is pegged at the end of the interval (for calls that are
active at the end of an interval), and when the call terminates.
Type: int
Length: 4
DNOutExtTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out external calls, including hold time for this application.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutExtTalkTime is pegged against the previous answered
application that the agent took a call for. Where agent phonesets have multiple
DN keys configured, talk time can exceed 15 minutes (900 seconds) per interval.
This occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4
DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this application.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered
application that the agent took a call for. Where agent phonesets have multiple
DN keys configured, talk time can exceed 15 minutes (900 seconds) per interval.
This occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4
Historical Reporting and Data Dictionary
117
Data dictionary
Standard 1.0
HoldTime
Description: The total time an agent spends on hold during Symposium Call
Center Server calls for this application.
Triggers: Hold time begins when the agent places a Symposium Call Center
Server call in the Hold state. Hold time ends when the call is resumed or the call
is terminated.
Pegging: Hold time is pegged at the end of the interval (for calls that are active
at the end of the interval), and when the call terminates.
Type: int
Length: 4
PostCallProcessingTime
Description: This is the total time an agent spends performing post-call
processing. Normally, an agent uses this time to complete any work related to
the call just released, such as filling in forms or filing papers.
Triggers: Post-call processing time begins when an agent presses the Not Ready
key after completing a Symposium Call Center Server call, and ends when the
agent presses the Not Ready key again.
Note: Post Call Processing Time is calculated for the Not Ready period
immediately following a call. If the agent goes into another state after the call
(for example, by answering or receiving a DN call or logging out of the skillset),
and then goes into Not Ready state, the Not Ready time is not pegged against
PostCallProcessingTime. Also, if the agent interrupts the Not Ready period to go
into another state, and then returns to Not Ready state, the second Not Ready
period is not pegged against PostCallProcessingTime.
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
118
Symposium Call Center Server
April 2004
Data dictionary
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
TalkTime
Description: The total time an agent spends on the phoneset answering local
and incoming network Symposium Call Center Server calls, ACD calls, and
NACD calls for this application. This statistic includes hold time.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval), and when the call terminates.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Historical Reporting and Data Dictionary
119
Data dictionary
Standard 1.0
UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16
WaitTime
Description: The total time an agent spends in the idle state after releasing a
Symposium Call Center Server call for this application.
Triggers: Wait time begins when the agent enters the idle state. Wait time is
pegged against the previous answered application that the agent took a call for.
Wait time ends when the agent leaves the idle state. If the agent leaves the idle
state for any reason other than answering a Symposium Call Center Server
routed call, wait time will continue to peg following the re-entrance to the idle
state.
Pegging: Wait time is pegged at the end of the interval (for agents that are idle
at the end of an interval), and when the agent leaves the idle state.
Type: int
Length: 4
Linkages with other statistics groups
You can link agent by application statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which agent by application
statistics can be linked, as well as the data fields used as linkage keys.
120
Symposium Call Center Server
April 2004
Data dictionary
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
THEN the linkage key data field is
ActivityCodeStat
Timestamp
UserID
ApplicationID
AgentBySkillsetStat
Timestamp
UserID
AgentPerformanceStat
Timestamp
UserID
ApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
ApplicationID
NetworkInCallStat
Timestamp
ApplicationID
NetworkOutCallStat
Timestamp
ApplicationID
Historical Reporting and Data Dictionary
121
Data dictionary
Standard 1.0
AgentBySkillsetStat views
Introduction
Agent by skillset statistics provide summarized performance information for
Symposium Call Center Server agents. The data fields are pegged based on a
combination of skillset and agent call information.
Note: These statistics do not include DN calls.
Requirements
Configure the server to collect agent by skillset statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.
Database views
iAgentBySkillsetStat
dAgentBySkillsetStat
wAgentBySkillsetStat
mAgentBySkillsetStat
Pegging thresholds
You can define skillset threshold classes with different values for the length (talk
time) of a short call. Then, you assign each skillset to a threshold class. The
value for short call length, then, can vary from one skillset to another. For more
information about threshold classes, refer to the Administrator’s Guide.
122
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls answered for this skillset.
Triggers: Calls are pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
the answering skillset. ACD calls are pegged against the ACD_DN_Application
and either the skillset to which this ACD-DN is mapped on the General –
Historical Reporting and Data Dictionary
123
Data dictionary
Standard 1.0
Skillset Properties property page (if defined), or the Default_ACD_Skillset.
NACD calls are pegged against the NACD_DN_Application and either the
skillset to which this Network ACD-DN is mapped on the General – Skillset
Properties property page (if defined), or the Default_NACD_Skillset.
Type: int
Length: 4
CallsTransferred
Description: The number of Symposium Call Center Server calls, ACD calls,
and NACD calls transferred by an agent for this skillset.
Triggers: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time). Note: Pegging for CallsTransferred
is not implemented for this release.
Type: int
Length: 4
ConsultTime
Description: The total time an agent spends on consult during Symposium Call
Center Server calls for this skillset.
Triggers: Consult time is the duration between the caller hanging up while the
answering agent is making a consultation transfer, and the consult call being
released. Consult time starts when the agent is active on a consultative transfer
and the customer releases the call. Consult time ends when the consult call is
released.
Pegging: Consult time is pegged at the end of the interval (for calls that are
active at the end of an interval), and when the call terminates.
Type: int
Length: 4
DNOutExtTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out external calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
124
Symposium Call Center Server
April 2004
Data dictionary
Pegging: DNOutExtTalkTime is pegged against the previous answered skillset
that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4
DNOutIntTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN Out internal calls, including hold time for this skillset.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Pegging: DNOutIntTalkTime is pegged against the previous answered skillset
that the agent took a call for. Where agent phonesets have multiple DN keys
configured, talk time can exceed 15 minutes (900 seconds) per interval. This
occurs when an agent makes one DN call, places that call on hold, and then
makes another DN call.
Type: int
Length: 4
HoldTime
Description: The total time an agent spends on hold during Symposium Call
Center Server calls for this skillset.
Triggers: Hold time begins when the agent places a Symposium Call Center
Server call in the Hold state. Hold time ends when the call is resumed or the call
is terminated.
Pegging: Hold time is pegged at the end of the interval (for calls that are active
at the end of the interval), and when the call terminates.
Type: int
Length: 4
Historical Reporting and Data Dictionary
125
Data dictionary
Standard 1.0
PostCallProcessingTime
Description: The total time an agent spends performing post-call processing.
Normally an agent uses this time to complete any work related to the call just
released, such as filling in forms or filing papers.
Triggers: Post-call processing time begins when an agent presses the Not Ready
key after completing a Symposium Call Center Server call and ends when the
agent presses the Not Ready key again.
Type: int
Length: 4
ShortCallsAnswered
Description: The total number of local and incoming network Symposium Call
Center Server, ACD, and NACD calls answered that had a talk time less than the
short call threshold assigned to the threshold class for the skillset.
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Skillset
Description: The name of the skillset, as defined on the General – Skillset
Properties property page.
Type: varchar
Length: 30
126
Symposium Call Center Server
April 2004
Data dictionary
SkillsetID
Description: A unique number to identify a skillset, which is assigned by the
server when the skillset is added.
Type: int
Length: 4
TalkTime
Description: The total time spent by the agent on local and incoming network
Symposium Call Center Server calls, ACD calls, and NACD calls, including
hold time, for this skillset.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval) and when the call terminates.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
TotalStaffedTime
Description: The total time an agent was logged on and assigned to this skillset.
Historical Reporting and Data Dictionary
127
Data dictionary
Standard 1.0
Triggers: Staffed time begins when the agent logs on (if the agent is assigned to
a skillset), or after the agent is assigned to the skillset with a priority of 1 or
more, either from the Skillset – User Properties property page or with an agent
to skillset assignment. Staffed time ends when the agent logs out, is removed
from the skillset, or is put on standby for the skillset.
Type: int
Length: 4
UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16
WaitTime
Description: The total time an agent spends in the idle state after releasing a
Symposium Call Center Server call for this skillset.
Triggers: Wait time begins when the agent enters the idle state. Wait time is
pegged against the previous answered skillset that the agent took a call for. Wait
time ends when the agent leaves the idle state. If the agent leaves the idle state
for any reason other than answering a Symposium Call Center Server routed
call, wait time will continue to peg following the re-entrance to the idle state.
Pegging: Wait time is pegged at the end of the interval (for agents that are idle
at the end of an interval), and when the agent leaves the idle state.
Type: int
Length: 4
Linkages with other statistics groups
You can link agent by skillset statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which agent by skillset
statistics can be linked, as well as the data fields used as linkage keys.
128
Symposium Call Center Server
April 2004
Data dictionary
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
THEN the linkage key data field is
ActivityCodeStat
Timestamp
UserID
AgentByApplicationStat
Timestamp
UserID
AgentPerformanceStat
Timestamp
UserID
ApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
SkillsetID
NetworkInCallStat
Timestamp
ApplicationID
NetworkOutStat
Timestamp
ApplicationID
Historical Reporting and Data Dictionary
129
Data dictionary
Standard 1.0
AgentPerformanceStat views
Introduction
Agent performance statistics provide summarized performance measurement
information for Symposium Call Center Server agents. The data fields are
pegged based on agent activities.
Requirements
Configure the server to collect agent performance statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.
Database views
iAgentPerformanceStat
dAgentPerformanceStat
wAgentPerformanceStat
mAgentPerformanceStat
Agent state timers
All agent state timers are maintained independently. For example, the following
events occur:
130
9:00:00
The agent logs on.
9:00:10
The agent answers an DN call from an internal number.
9:00:20
The agent places the DN call on hold and answers a Symposium
Call Center Server call.
Symposium Call Center Server
April 2004
Data dictionary
9:01:20
The agent releases the Symposium Call Center Server call and
resumes the DN call.
9:01:30
The agent releases the DN call and logs off.
At the end of this period, the agent timers have the following values:
LoggedInTime
90 seconds
WaitingTime
10 seconds
DNInCallsTalk Time (DMS/MSL-100) or
DNIntInCallsTalkTime (Meridian 1/
Succession 1000)
80 seconds
TalkTime
60 seconds
The total activity time for the agent, as calculated below, exceeds the agent
logon time of 90 seconds.
WaitingTime + DNInCallsTalkTime or DnIntInCallsTalkTime + TalkTime
= 10 + 80 + 60
= 120 seconds
Similarly, on the Meridian 1/Succession 1000 switch, a phoneset may contain
multiple DN keys. If an agent answers a DN call, places it on hold, and makes
another DN call, both DN hold time and DN talk time are pegged for the same
period.
Agents and supervisors
Agents are linked to reporting supervisors. An agent can have only one reporting
supervisor at any given time. However, he or she can have a different supervisor
at different times of the day. To allow supervisors to monitor all of their
reporting agents, these statistics allow agents to be linked to multiple
supervisors.
Historical Reporting and Data Dictionary
131
Data dictionary
Standard 1.0
Transferred and conferenced calls
On the DMS/MSL-100 switch, a call is pegged as a transfer when the agent uses
the Fast Transfer key. It is pegged as a conference when the agent uses the 3WC
key.
Notes:
A transfer or conference is pegged when an agent presses the key the
second time to complete the transfer or conference.
On the DMS/MSL-100 switch, when an agent is in consultation with
another agent (during a transfer or conference), he or she cannot use the
Emergency or LOB keys. However, when the other agent drops off the call,
these keys become available again.
Blind transfers and conferences
Blind transfers and (on the DMS/MSL-100 switch) blind conferences are
pegged as transfers or conferences to “Other.” The Meridian 1/Succession 1000
switch does not support blind conferences (conferences that are completed
before the call is presented to the destination phoneset).
Transfers and conferences to Incalls
On the DMS/MSL-100 switch, calls that are transferred or conferenced directly
to an Incalls key are pegged as calls transferred or conferenced to Incalls. The
Meridian 1/Succession 1000 switch does not support direct transfer to or
conference with an Incalls key.
DN statistics (DMS/MSL-100 switch)
For the DMS/MSL-100 switch, only one DN key can be configured in the
Phoneset Properties property sheet and monitored by Symposium Call Center
Server. Transfers and conferences to or from other DN keys are not reported.
132
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
ACDCallsAnswered
Description: The number of ACD calls answered by the agent. On the
Meridian 1/Succession 1000 switch, this statistic includes parked ACD calls that
are returned to an agent. On the DMS/MSL-100 switch, this statistic includes
NACD calls answered.
Pegging: Answered calls are pegged upon release or (on the Meridian 1/
Succession 1000 switch) when the Call Park feature is used.
Type: int
Length: 4
ACDCallsConfToCDN
Description: The number of ACD calls that are conferenced from a phoneset
aquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls conferenced
to agents on a remote node. On the DMS/MSL-100 switch, this statistic includes
NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
ACDCallsConfToDN
Description: The number of ACD calls that are conferenced from a phoneset
aquired by Symposium Call Center Server to a personal or secondary DN key on
a phoneset acquired by the server. On the DMS/MSL-100 switch, this statistic
includes NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
Historical Reporting and Data Dictionary
133
Data dictionary
Standard 1.0
ACDCallsConfToIncalls
Description: The number of ACD calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by the server, or (for the DMS/MSL-100 switch) conferenced
directly to an Incalls key on such a phoneset. On the DMS/MSL-100 switch, this
statistic includes NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
ACDCallsConfToOther
Description: The number of ACD calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind conferences and NACD calls conferenced.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
ACDCallsTalkTime
Description: The total time spent on ACD calls, including hold time. On the
DMS/MSL-100 switch, this field includes talk time for NACD calls.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Type: int
Length: 4
134
Symposium Call Center Server
April 2004
Data dictionary
ACDCallsTransferredToCDN
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls transferred to
agents at a remote node. On the DMS/MSL-100 switch, this statistic includes
NACD calls transferred to a CDN.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
ACDCallsTransferredToDN
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a personal or secondary DN key
on a phoneset acquired by the server. On the DMS/MSL-100 switch, this
statistic includes NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
ACDCallsTransferredToIncalls
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by the server, or (for the DMS/MSL-100 switch) transferred
directly to an Incalls key on such a phoneset. On the DMS/MSL-100 switch, this
statistic includes NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
Historical Reporting and Data Dictionary
135
Data dictionary
Standard 1.0
ACDCallsTransferredToOther
Description: The number of ACD calls that are transferred from a phoneset
acquired by Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind transfers and NACD calls transferred.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
AgentSurName
Description: The last or surname of the agent, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
Note: If an agent record has been deleted since the data was collected, the agent
name is blank.
136
Symposium Call Center Server
April 2004
Data dictionary
BreakTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent
is in the Break state for all skillsets. You can configure an agent’s call
presentation class to place the agent in break state after each call.
Triggers: Break time begins when a call is released and ends when the timer
elapses.
Type: int
Length: 4
BusyMiscTime
Description: Meridian 1/Succession 1000 switch only. The total time the Incalls
key of an agent was busy because of events not related to DN calls (for example,
programming the Call Forward key or ACD call ringing).
Triggers: The following table shows when busy time begins and ends:
Busy time begins when
and ends when
the agent presses the Forward key to the agent presses the Forward key again
program call forward
to activate call forward.
the agent presses the DN key
the agent completes dialing the number.
an ACD call is presented to the
agent’s phoneset
the agent answers the ACD call.
Type: int
Length: 4
BusyOnDNTime
Description: Meridian 1/Succession 1000 switch only. The total time the Incalls
key of an agent was busy because the agent pressed the personal DN key or was
busy on a DN call.
Triggers: Busy time begins when the agent presses the DN key and ends when
the DN call is released.
Type: int
Length: 4
Historical Reporting and Data Dictionary
137
Data dictionary
Standard 1.0
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered. This statistic includes NACD calls routed to a
local CDN.
Pegging: Calls are pegged upon answer.
Restriction: This statistic does not include DN, ACD, or NACD calls answered.
Type: int
Length: 4
CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls presented to an agent. On the Meridian 1/Succession 1000
switch, this statistic also includes parked calls that are returned to an agent.
Pegging: Calls are pegged against the Master_Script application upon arrival
and against a primary application when the Master_Script application hands
over control.
Type: int
Length: 4
CallsReturnedToQ
Description: The number of local and incoming network Symposium Call
Center Server calls returned to the skillset queue for reasons other than timeout.
Triggers: A call is pegged as returned to queue if the agent enters another state
(for example, if the agent presses the Not Ready or DN key) while a call is being
presented.
Type: int
Length: 4
138
Symposium Call Center Server
April 2004
Data dictionary
CallsReturnedToQDueToTimeout
Description: The number of local and incoming network Symposium Call
Center Server calls returned to the associated skillset queue automatically, after
a wait greater than or equal to the answering timeout for the agent, as defined for
the call presentation class to which the agent belongs.
Type: int
Length: 4
CDNCallsConfToCDN
Description: The number of CDN calls that are conferenced to a CDN acquired
by Symposium Call Center Server. On the Meridian 1/Succession 1000 switch,
this statistic includes calls conferenced to agents at a remote node.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
CDNCallsConfToDN
Description: The number of CDN calls that are conferenced to an agent’s
personal or secondary DN on a phoneset acquired by Symposium Call Center
Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
CDNCallsConfToIncalls
Description: The number of CDN calls that are conferenced to an ACD-DN and
presented to a phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
Historical Reporting and Data Dictionary
139
Data dictionary
Standard 1.0
CDNCallsConfToOther
Description: The number of CDN calls that are conferenced to a resource
external to the Symposium Call Center Server system. On the DMS/MSL-100
switch, this statistic includes blind transfers.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
CDNCallsTransferredToCDN
Description: The number of CDN calls that are transferred to a CDN acquired
by Symposium Call Center Server. On the Meridian 1/Succession 1000 switch,
this statistic includes calls transferred to agents at a remote node.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
CDNCallsTransferredToDN
Description: The number of CDN calls that are transferred to a personal or
secondary DN on a phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
CDNCallsTransferredToIncalls
Description: The number of CDN calls that are transferred to an ACD-DN and
presented to a phoneset acquired by Symposium Call Center Server, or (for the
DMS/MSL-100 switch) transferred directly to an Incalls key on such a phoneset.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
140
Symposium Call Center Server
April 2004
Data dictionary
CDNCallsTransferredToOther
Description: The number of CDN calls that are transferred to a resource
external to the Symposium Call Center Server system. On the DMS/MSL-100
switch, this statistic includes blind transfers.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
ConsultationTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent
spends in consultation with another agent during a call transfer or conference
after the caller drops off the call.
Triggers: Consultation time begins when the caller disconnects and ends when
the call is released.
Type: int
Length: 4
DNCallsConfToACDDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to an ACD-DN and presented to a
phoneset acquired by Symposium Call Center Server.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4
DNCallsConfToCDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by Symposium Call Center Server to a CDN acquired by the server. On
the Meridian 1/Succession 1000 switch, this statistic includes calls conferenced
to agents at a remote node.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
Historical Reporting and Data Dictionary
141
Data dictionary
Standard 1.0
DNCallsConfToDN
Description: The number of DN calls that are conferenced from a phoneset
acquired by the Symposium Call Center Server to a personal or secondary DN
on a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
DNCallsConfToOther
Description: The number of DN calls that are conferenced from a phoneset
acquired by the Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind conferences.
Pegging: The call is pegged when the conference is completed (that is, when
the conference key is pressed for the second time).
Type: int
Length: 4
DNCallsTransferredToACDDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to an ACD-DN and presented to
a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
DNCallsTransferredToCDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a CDN acquired by the server.
On the Meridian 1/Succession 1000 switch, this statistic includes calls
transferred to agents at a remote node.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
142
Symposium Call Center Server
April 2004
Data dictionary
Type: int
Length: 4
DNCallsTransferredToDN
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a personal or secondary DN
on a phoneset acquired by the Symposium Call Center Server.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
DNCallsTransferredToOther
Description: The number of DN calls that are transferred from a phoneset
acquired by the Symposium Call Center Server to a resource external to the
Symposium Call Center Server system. On the DMS/MSL-100 switch, this
statistic includes blind transfers.
Pegging: The call is pegged when the transfer is completed (that is, when the
transfer key is pressed for the second time).
Type: int
Length: 4
DNInCalls
Description: DMS/MSL-100 switch only. The number of calls to an agent’s DN
key.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4
DNInCallsTalkTime
Description: DMS/MSL-100 switch only. The total time spent on incoming DN
calls, including hold time.
Triggers: Talk time begins when the call is answered and ends when the agent
releases the call.
Historical Reporting and Data Dictionary
143
Data dictionary
Standard 1.0
Type: int
Length: 4
DNInExtCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an external number (that is, from another customer
group). This statistic includes parked external calls returned to the agent.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4
DNInExtCallsHoldTime
Description: The total time the agent had Inbound External DN calls on hold.
Triggers: The following table shows when DNInExtCallsHold time begins and
ends:
Hold time begins when
and ends when
the agent presses the Hold key
the agent retrieves the call.
the agent presses the Transfer or
Conference key
the agent finishes entering the
destination number.
Type: int
Length: 4
DNInExtCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
incoming DN external calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4
144
Symposium Call Center Server
April 2004
Data dictionary
DNInIntCalls
Description: Meridian 1/Succession 1000 switch only. The number of calls to
an agent’s DN key from an internal number (that is, from the same customer
group). This statistic includes parked internal calls returned to the agent.
Pegging: The call is pegged upon presentation.
Type: int
Length: 4
DNInIntCallsHoldTime
Description: The total time the agent had Inbound Internal DN calls on hold.
Triggers: The following table shows when DNInIntCallsHold time begins and
ends:
Hold time begins when
and ends when
the agent presses the Hold key
the agent retrieves the call.
the agent presses the Transfer or
Conference key
the agent finishes entering the
destination number.
Type: int
Length: 4
DNInIntCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
incoming DN internal calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4
DNOutCalls
Description: DMS/MSL-100 switch only. The total number of DN calls
originated by the agent from his or her DN key.
Historical Reporting and Data Dictionary
145
Data dictionary
Standard 1.0
Pegging: A call is pegged when the agent presses the secondary DN key, even if
the agent does not make a call.
Type: int
Length: 4
DNOutCallsTalkTime
Description: DMS/MSL-100 switch only. The total time spent on outgoing DN
calls, including hold time.
Triggers: Talk time begins when the agent presses the DN key and ends when
the agent releases the call.
Type: int
Length: 4
DNOutExtCalls
Description: Meridian 1/Succession 1000 switch only. The total number of DN
calls originated by the agent from his or her DN key to a number external to the
customer group. This statistic includes external parked calls retrieved by an
agent.
Pegging: The call is pegged when the agent presses the DN key.
Type: int
Length: 4
DNOutExtCallsHoldTime
Description: The total time the agent had Outbound External DN calls on hold.
Triggers: The following table shows when DNOutExtCallsHold time begins
and ends:
Hold time begins when
and ends when
the agent presses the Hold key
the agent retrieves the call.
the agent presses the Transfer or
Conference key
the agent finishes entering the
destination number.
Type: int
Length: 4
146
Symposium Call Center Server
April 2004
Data dictionary
DNOutExtCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN external calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the agent presses the DN key and ends when
the caller hangs up or the agent releases the call.
Type: int
Length: 4
DNOutIntCalls
Description: Meridian 1/Succession 1000 switch only. The total number of DN
calls originated by the agent from his or her DN key to the same customer group.
This statistic includes internal parked calls retrieved by an agent.
Triggers: Meridian 1/Succession 1000 switch: A call is pegged when the
caller is connected. DMS/MSL-100 switch: A call is pegged when the agent
presses the secondary DN key, even if the agent does not make a call.
Type: int
Length: 4
DNOutIntCallsHoldTime
Description: The total time the agent had Outbound Internal DN calls on hold.
Triggers: The following table shows when DNOutIntCallsHold time begins and
ends:
Hold time begins when
and ends when
the agent presses the Hold key
the agent retrieves the call.
the agent presses the Transfer or
Conference key
the agent finishes entering the
destination number.
Type: int
Length: 4
Historical Reporting and Data Dictionary
147
Data dictionary
Standard 1.0
DNOutIntCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
outgoing DN internal calls, including hold time. Where agent phonesets have
multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per
interval. This happens when an agent answers one DN call, places that call on
hold, and then answers another DN call.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4
HoldTime
Description: The total time the agent had Symposium Call Center Server calls
on hold while answering calls. This statistic also includes agent walkaway time
and the time that elapses while an agent is parking a call.
Triggers: The following table shows when hold time begins and ends:
Hold time begins when
and ends when
the agent presses the Hold key
the agent retrieves the call (for example,
by pressing the Incalls key).
the agent presses the Transfer or
Conference key
the agent finishes entering the
destination number.
Type: int
Length: 4
148
Symposium Call Center Server
April 2004
Data dictionary
LoggedInTime
Description: The total time an agent is in the Login state.
Triggers: Logon time begins after the agent enters a logon ID and (if required) a
logon password, and the server determines that the agent is valid. Logon time
ends when the agent logs off.
Type: int
Length: 4
NACDCallsAnswered
Description: Meridian 1/Succession 1000 switch only. The number of NACD
calls answered by an agent.
Pegging: Calls are pegged upon answer.
Note: For the DMS/MSL-100 switch, NACD calls are pegged as ACD calls.
Type: int
Length: 4
NACDCallsTalkTime
Description: Meridian 1/Succession 1000 switch only. The total time spent on
NACD calls by an agent, including hold time.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Note: For the DMS/MSL-100 switch, NACD calls are pegged as ACD calls.
Type: int
Length: 4
NetworkCallsAnswered
Description: NSBR option only. The number of incoming network calls
answered by an agent.
Type: int
Length: 4
Historical Reporting and Data Dictionary
149
Data dictionary
Standard 1.0
NetworkCallsTalkTime
Description: NSBR option only. The total time spent by an agent on incoming
network calls, including hold time.
Triggers: Talk time begins when the call is answered and ends when the caller
hangs up or the agent releases the call.
Type: int
Length: 4
NotReadyTime
Description: The total time an agent spends in the Not Ready state. Not Ready
time includes post-call processing time and (on the Meridian 1/Succession 1000
switch) not ready time with reason codes.
Triggers: Not Ready time begins when the agent presses the Not Ready key and
ends when the agent presses the Not Ready key again.
Type: int
Length: 4
NumTimesNotReady
Description: The total number of times an agent enters the Not Ready state.
Pegging: This is pegged when the agent enters the Not Ready state.
Type: int
Length: 4
ReservedForCall
Description: NSBR and NACD options only. The number of times the agent
was reserved to answer a network or NACD call.
Type: int
Length: 4
150
Symposium Call Center Server
April 2004
Data dictionary
ReservedTime
Description: NSBR and NACD options only. The total time the agent was in
Reserved state.
Triggers: Reserved time begins when the switch reserves the agent for a
network or NACD call and ends when the call is presented or the agent
reservation is cancelled.
Type: int
Length: 4
RingTime
Description: The total time an agent spends in the Ring state before answering a
Symposium Call Center Server call.
Triggers: Ring time begins when a call is presented to the phoneset and ends
when the call is answered, abandoned, or returned to the queue.
Note: On the Meridian 1/Succession 1000 switch, if call force is set for the
agent’s call presentation class, ring time equals the call force timer.
Type: int
Length: 4
ShortCallsAnswered
Description: The total number of calls answered that had a talk time less than
the short call threshold assigned to the application for which the call was
answered. Local and incoming network Symposium Call Center Server calls,
ACD calls, and NACD calls are eligible to be short calls.
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
151
Data dictionary
Standard 1.0
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
SupervisorGivenName
Description: The first or given name of the agent’s reporting supervisor, as
defined on the supervisor’s General – User Properties property page.
Type: varchar
Length: 64
SupervisorLogin
Description: The numeric ID the supervisor uses to log on to the phoneset, as
defined on the supervisor’s Phoneset – User Properties property page.
Type: varchar
Length: 16
SupervisorSurName
Description: The last or surname of the agent’s supervisor, as defined on the
supervisor’s General – User Properties property page.
Type: varchar
Length: 64
SupervisorUserID
Description: A unique identifier for the agent’s reporting supervisor, which is
assigned by the server when the agent is added.
Type: binary
Length: 16
152
Symposium Call Center Server
April 2004
Data dictionary
TalkTime
Description: The total time spent by the agent on local and incoming network
Symposium Call Center Server calls, including hold time.
Triggers: Talk time begins when the call is answered. For the Meridian 1/
Succession 1000 switch, talk time ends when the caller hangs up or the agent
releases the call. For the DMS/MSL-100 switch, talk time ends when the agent
releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval) and when the call terminates.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16
Historical Reporting and Data Dictionary
153
Data dictionary
Standard 1.0
VariableWrapTime
Description: DMS/MSL-100 switch only. The total time an agent is in the
Variable Wrap state for all skillsets. You can configure the Variable Wrap feature
on the switch for an ACD group or agent. If you do, the agent is put into Variable
Wrap state for a predefined time after each call. To allow Symposium Call
Center Server to report Variable Wrap time, you must enable the Variable Wrap
feature for the call presentation class to which the agent belongs.
Triggers: Variable Wrap time begins when a call is released and ends when the
timer elapses.
Type: int
Length: 4
WaitingTime
Description: The total time an agent spends waiting for calls. On the DMS/
MSL-100 switch, this includes time when the agent is active on a secondary DN
and when the agent is reserved on the switch.
Triggers: Wait time begins when the agent goes into Idle state, for example, if
the agent logs on and presses the Not Ready key
the agent releases a call, and the agent’s call presentation class is not
configured for Break time or Variable Wrap
the agent’s break or variable wrap timer elapses after a call is released
the agent presses the Not Ready key a second time after entering Not Ready
state
Type: int
Length: 4
WalkawayTime
Description: The total time an agent is in the Walkaway state.
Triggers:
Meridian 1/Succession 1000 switch: Walkaway time begins when
154
an agent puts a call on Hold, and hangs up or unplugs the headset
an agent in Not Ready state puts a call on hold
Symposium Call Center Server
April 2004
Data dictionary
Walkaway time ends when the agent takes the phoneset off hook or plugs in the
headset.
DMS/MSL-100 switch: Walkaway time begins after the agent presses the Not
Ready key and enters a Not Ready reason code other than zero. Walkaway time
ends when the agent presses the Not Ready key again.
Type: int
Length: 4
Calculations
Calls abandoned while being presented
To calculate the number of calls abandoned while they were being presented, use
the following formula:
CallsOffered – (CallsAnswered + CallsReturnedtoQ +
CallsReturnedtoQDuetoTimeout)
Number of network calls not answered
To calculate the number of network calls not answered, use the following
formula:
(ReservedForCall – NACDCallsAnswered) – NetworkCallsAnswered
Note: A call can be pegged more than once if it is returned to the queue and then
presented to another agent.
Linkages with other statistics groups
You can link agent performance statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which agent performance
statistics can be linked, as well as the data fields used as linkage keys.
Historical Reporting and Data Dictionary
155
Data dictionary
Standard 1.0
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
156
THEN the linkage key data field is
ActivityCodeStat
Timestamp
UserID
AgentByApplicationStat
Timestamp
UserID
AgentBySkillsetStat
Timestamp
UserID
Symposium Call Center Server
April 2004
Data dictionary
ApplicationStat views
Introduction
Application statistics provide summarized performance data on a per-application
basis. The server collects and reports application statistics to give call center
managers specific details about call types, callers, or conditions. You can use
these statistics to monitor an application’s contribution to the operation of a call
center.
Definition: Application
An application is a logical entity that represents a script for reporting purposes.
The Master script and each script it references (that is, each primary script) has
an application with a name that is the same as the script name.
Requirements
Configure the server to collect application statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all applications; you cannot configure the
system to collect statistics for selected applications.
Database views
iApplicationStat
dApplicationStat
wApplicationStat
mApplicationStat
Pegging
When a local call enters Symposium Call Center Server, it is handled by the
Master script. Most calls are handed off by the Master script to a primary script.
The primary script may hand off the call to a secondary script.
Historical Reporting and Data Dictionary
157
Data dictionary
Standard 1.0
Calls handled by Master script
If the call does not leave the Master script, all time delays and events (such as
call treatments) are pegged against the Master_Script application.
Calls handled by primary script
If a call is handed off to a primary script, all events occurring up to the handoff
are pegged against the Master_Script application. Events that occur after
handoff are pegged against the primary application.
Note: All delays, including those experienced at the Master_Script application,
are pegged against the primary application.
Calls handled by secondary script
If a call is handed off to a secondary script, all delays and events are pegged
against the primary application.
Pegging thresholds
You can define application threshold classes with different values for the service
level threshold and the length (talk time) of a short call. Thus, the value for
service level and short call length can vary from one application to another. For
more information about threshold classes, refer to the Administrator’s Guide.
Non-ISDN trunks and call information
If a call encounters a non-ISDN trunk while being networked to another
Symposium Call Center Server site, the call information that normally travels
with the call does not reach the destination site. This means that the destination
site cannot identify those calls that originate within the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.
158
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
AbdDelay2, AbdDelay4, AbdDelay6, ... AbdDelay60
AbdDelay70, AbdDelay80, AbdDelay90, ... AbdDelay300
AbdDelay360, AbdDelay420, AbdDelay480, AbdDelay540, AbdDelay600
AbdDelayBeyond
Description: An array of fields divided into incremental periods of time. Each
field contains the number of Symposium Call Center Server calls that were
abandoned after waiting for a period less than or equal to the number of seconds
specified, and greater than the number specified in the next lower range.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
AnsDelay2, AnsDelay4, AnsDelay6, ... AnsDelay60
AnsDelay70, AnsDelay80, AnsDelay90, ... AnsDelay300
AnsDelay360, AnsDelay420, AnsDelay480, AnsDelay540, AnsDelay600
AnsDelayBeyond
Description: An array of fields divided into incremental periods of time. Each
field contains the number of Symposium Call Center Server calls that were
answered after waiting for a period less than or equal to the number of seconds
specified, and greater than the number specified in the next lower range.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.
Historical Reporting and Data Dictionary
159
Data dictionary
Standard 1.0
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
Application
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30
ApplicationID
Description: A unique number used to identify an application, which is
assigned by the server when the application is added.
Type: int
Length: 4
CallsAbandoned
Description: The number of Symposium Call Center Server calls that were
abandoned.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application.
Type: int
Length: 4
CallsAbandonedAftThreshold
Description: The number of Symposium Call Center Server calls abandoned for
this application after a wait greater than or equal to the service level threshold
for the threshold class to which the application belongs.
Type: int
Length: 4
160
Symposium Call Center Server
April 2004
Data dictionary
CallsAbandonedDelay
Description: The wait time experienced by all Symposium Call Center Server
calls abandoned by callers.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
CallsAnswered
Description: The number of calls of all types answered for this application.
Triggers: Calls are pegged upon answer.
Pegging: Local and outgoing Symposium Call Center Server calls are pegged
against the Master_Script or primary application, depending on the location of
the call in the system. Incoming network Symposium Call Center Server calls
are pegged against the Network_Script application. ACD calls are pegged
against the ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4
CallsAnsweredAftThreshold
Description: The number of Symposium Call Center Server calls answered
after a wait greater than or equal to the service level threshold for the threshold
class to which the application belongs.
Type: int
Length: 4
Historical Reporting and Data Dictionary
161
Data dictionary
Standard 1.0
CallsAnsweredDelay
Description: The wait time experienced by all Symposium Call Center Server
calls answered for this application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
CallsAnsweredDelayAtSkillset
Description: The total wait time experienced in the skillset queue by all
Symposium Call Center Server calls that were answered for this application.
Triggers: Delays begin when the call is queued against the first skillset and end
when the call is answered.
Type: int
Length: 4
CallsConferencedIn
Description: The number of local and incoming network Symposium Call
Center Server calls conferenced to this application.
Type: int
Length: 4
162
Symposium Call Center Server
April 2004
Data dictionary
CallsConferencedOut
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were conferenced out of
this application.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4
CallsGivenBroadcast
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls given broadcast
treatment for this application.
Pegging: This statistic is pegged when the Give Controlled Broadcast
Announcement script command is executed.
Restrictions: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4
CallsGivenDefault
Description: The number of local and incoming network Symposium Call
Center Server calls given default treatment as a result of an error condition.
Type: int
Length: 4
Historical Reporting and Data Dictionary
163
Data dictionary
Standard 1.0
CallsGivenForceBusy
Description: The number of local Symposium Call Center Server calls given
Force Busy treatment for this application.
Triggers: This statistic is pegged when the Give Busy script command is
executed.
Type: int
Length: 4
CallsGivenForceDisconnect
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Disconnect treatment for this application.
Triggers: This statistic is pegged when the Disconnect script command is
executed.
Type: int
Length: 4
CallsGivenForceOverflow
Description: The number of local Symposium Call Center Server calls given
Force Overflow treatment for this application.
Triggers: This statistic is pegged when the Give Overflow script command is
executed.
Type: int
Length: 4
CallsGivenHostLookup
Description: The number of local and incoming network Symposium Call
Center Server calls for which data was obtained from a remote host through
Meridian Link for this application.
Triggers: This statistic is pegged when the Send Request script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4
164
Symposium Call Center Server
April 2004
Data dictionary
CallsGivenIVR
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls given IVR treatment for
this application.
Triggers: This statistic is pegged when the Give IVR script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4
CallsGivenMusic
Description: The number of local and incoming network Symposium Call
Center Server calls given music treatment through a music route for this
application.
Triggers: This statistic is pegged when the Give Music script command is
executed.
Type: int
Length: 4
Restriction: The count is not increased if the same call receives this treatment
more than once.
CallsGivenNACD
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls given Network ACD (NACD) treatment.
This treatment sends calls to a switch that does not use the Symposium Call
Center Server NSBR feature.
Triggers: This statistic is pegged when the Queue To NACD script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4
Historical Reporting and Data Dictionary
165
Data dictionary
Standard 1.0
CallsGivenRAN
Description: The number of local and incoming network Symposium Call
Center Server calls given recorded announcement (RAN) treatment for this
application.
Triggers: This statistic is pegged when the Give RAN script command is
executed.
Restriction: The count is not increased if the same call receives this treatment
more than once.
Type: int
Length: 4
CallsGivenRouteTo
Description: The number of local and incoming network Symposium Call
Center Server calls given Route Call treatment for this application.
Triggers: This statistic is pegged when the Route Call script command is
executed.
Type: int
Length: 4
CallsNACDOut
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls that were networked out through an NACD
queue and answered at remote switches. NACD is used to send calls to a switch
that does not use the Symposium Call Center Server NSBR feature.
Triggers: This statistic is pegged when a call is routed to the NACD-DN.
Type: int
Length: 4
166
Symposium Call Center Server
April 2004
Data dictionary
CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were offered to this
application.
Triggers: Symposium Call Center Server calls are pegged against the
Master_Script application upon arrival, and against a primary application when
the Master_Script application hands over control. ACD and NACD calls are
pegged when the call is answered.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4
CallsTransferredIn
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred to this
application.
Type: int
Length: 4
CallsTransferredOut
Description: The number of local and incoming network Symposium Call
Center Server calls, ACD calls, and NACD calls that were transferred out of this
application.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system. Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application. ACD calls are pegged against the
ACD_DN_Application. NACD calls are pegged against the
NACD_DN_Application.
Type: int
Length: 4
Historical Reporting and Data Dictionary
167
Data dictionary
Standard 1.0
IVRAbandoned
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls that were abandoned
during IVR treatment.
Type: int
Length: 4
IVRTerminated
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls that received and
completed the IVR treatment in this application. This statistic includes calls
transferred by IVR.
Type: int
Length: 4
IVRTransferred
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred from an IVR
session for this application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Type: int
Length: 4
MaxCallsAbandonedDelay
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest before being abandoned.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
caller disconnects.
Type: smallint
Length: 2
168
Symposium Call Center Server
April 2004
Data dictionary
MaxCallsAnsDelay
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest before being answered.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site. Delays end when the
call is answered.
Type: smallint
Length: 2
MaxCallsAnsDelayAtSkillset
Description: The wait time experienced by the Symposium Call Center Server
call that waited the longest in the skillset queue before being answered.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: Delays begin when the call is queued against the first skillset and end
when the call is answered for this application.
Type: smallint
Length: 2
MaxNetOutCallsAbandonedDelay
Description: NSBR option only. The wait time experienced by the outgoing
network Symposium Call Center Server call that waited the longest before being
abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the destination site.
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
169
Data dictionary
Standard 1.0
MaxNetOutCallsAnsweredDelay
Description: NSBR option only. The wait time experienced by the outgoing
networked Symposium Call Center Server call that waited the longest before
being answered or terminated at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered by an agent, answered by IVR, or terminated at
the destination site.
Type: smallint
Length: 2
NetOutCalls
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent from this application to another site.
Type: int
Length: 4
NetOutCallsAbandoned
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application and abandoned at the destination
sites.
Type: int
Length: 4
NetOutCallsAbandonedDelay
Description: NSBR option only. The total time delay experienced by outgoing
network Symposium Call Center Server calls sent by this application and
abandoned at the destination sites.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the remote site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
170
Symposium Call Center Server
April 2004
Data dictionary
NetOutCallsAnswered
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application and answered by an agent,
answered by IVR, or terminated at the destination site.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs off or becomes unavailable, and it receives one of the
following treatments:
Disconnect
Route
Give RAN
Give IVR
Give Music
Type: int
Length: 4
NetOutCallsAnsweredDelay
Description: NSBR option only. The total wait time experienced by all
outgoing network Symposium Call Center Server calls sent by this application
and answered at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered by an agent, answered by IVR, or terminated at
the destination site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
NetOutCallsReachNonISDN
Description: NSBR option only. The number of outgoing network Symposium
Call Center Server calls sent by this application that reached a non-ISDN trunk
on the way to its destination.
Type: int
Length: 4
Historical Reporting and Data Dictionary
171
Data dictionary
Standard 1.0
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
TimeBeforeDefault
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received default treatment for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
172
Symposium Call Center Server
April 2004
Data dictionary
TimeBeforeForceBusy
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Busy treatment for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
TimeBeforeForceDisconnect
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Disconnect treatment
for this application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
TimeBeforeForceOverflow
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Force Overflow treatment for
this application.
Pegging: For incoming network Symposium Call Center Server calls, this field
is pegged against the Network_Script application.
Historical Reporting and Data Dictionary
173
Data dictionary
Standard 1.0
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
TimeBeforeInterflow
Description: The total amount of time that all calls spent in the Master_Script
application before being passed to a primary application. For the Master_Script
application, this is the total time for all calls. For primary applications, this is the
total time spent in the Master_Script application by all calls that were answered
for the primary application.
Type: int
Length: 4
TimeBeforeIVRTransferred
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls transferred to an IVR session for this
application.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
TimeBeforeNACDOut
Description: Meridian 1/Succession 1000 switch only. The total time spent in
the system by local Symposium Call Center Server calls networked out through
the NACD queue and answered at remote nodes. NACD calls are sent to other
switches without using the Symposium Call Center Server NSBR feature.
Triggers: Pegging begins when the call arrives at the site and ends when
treatment is given.
174
Symposium Call Center Server
April 2004
Data dictionary
Type: int
Length: 4
TimeBeforeNetOut
Description: NSBR option only. The total time spent in the system by local
Symposium Call Center Server calls that were networked out for this
application.
Triggers: Pegging begins when the call arrives at the site and ends when the call
is routed to the destination.
Type: int
Length: 4
TimeBeforeReachNonISDN
Description: NSBR option only. The total time spent in the system by outgoing
network Symposium Call Center Server calls before they reached a non-ISDN
trunk.
Triggers: Pegging begins when the call arrives at the site and ends when the call
is routed to a non-ISDN trunk.
Type: int
Length: 4
TimeBeforeRouteTo
Description: The total time spent in the system by local and incoming network
Symposium Call Center Server calls that received Route Call treatment.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Triggers: For local calls, this field includes the time elapsing between initiation
of the Master_Script and treatment. For incoming network calls, this field
includes the time elapsing between logical queuing of the call to the site and
treatment.
Type: int
Length: 4
Historical Reporting and Data Dictionary
175
Data dictionary
Standard 1.0
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Calculations
IVR not treated
To calculate the number of calls given IVR that did not complete IVR treatment,
use the following formula:
CallsGivenIVR – (IVRAbandoned + IVRTerminated)
Network outcalls blocked by All Trunks Busy
To calculate the number of calls that could not be networked out because all
trunks were busy, use the following formula:
NetOutCalls – (NetOutCallsAnswered + NetOutCallsAbandoned +
NetOutCallsReachNonISDN)
Linkages with other statistics groups
You can link application statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which application statistics
can be linked, as well as the data fields used as linkage keys.
176
Symposium Call Center Server
April 2004
Data dictionary
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
THEN the linkage key data field is
ActivityCodeStat
Timestamp
ApplicationID
AgentByApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
ApplicationID
NetworkInCallStat
Timestamp
ApplicationID
NetworkOutStat
Timestamp
ApplicationID
Historical Reporting and Data Dictionary
177
Data dictionary
Standard 1.0
CDNStat views
Introduction
Control Directory Number (CDN) statistics provide summarized call traffic
information on a per-CDN basis.
Definition: CDN
A CDN is a number configured in the switch as the entry point for calls into
Symposium Call Center Server. You can configure multiple CDNs in the switch
and associate them with the Master script of Symposium Call Center Server.
Requirements
Define CDNs on Symposium Call Center Server.
Configure the server to collect CDN statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all CDNs; you cannot configure the
system to collect statistics for selected CDNs.
Database views
iCDNStat
dCDNStat
wCDNStat
mCDNStat
Non-ISDN trunks and call information
If a call encounters a non-ISDN trunk while being networked to another
Symposium Call Center Server site, the call information that normally travels
with the call does not reach the destination site. This means that the destination
site cannot distinguish that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.
178
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
CallsAbandoned
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned from this CDN. This includes local calls
networked out and abandoned or terminated at the destination site.
Type: int
Length: 4
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered by this CDN. This includes local calls that have
been networked out and answered by an agent or IVR at the destination site.
Pegging: Calls are pegged upon answer.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs out or becomes unavailable, and it receives one of the
following treatments:
Disconnect
Route
Give RAN
Give IVR
Give Music
Type: int
Length: 4
CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls offered to this CDN.
Type: int
Length: 4
Historical Reporting and Data Dictionary
179
Data dictionary
Standard 1.0
CallsTerminated
Description: The number of local and incoming network Symposium Call
Center Server calls for this CDN terminated under one of the following
conditions:
The call was given a Force Busy, Force Overflow, Force Disconnect, Route
Call, or default treatment.
(NSBR option only) The call reached a non-ISDN trunk while being routed
to a remote site.
(Meridian 1/Succession 1000 switch only) The call was transferred to an
IVR queue.
(Meridian 1/Succession 1000 switch only) The call was networked out
through an NACD queue.
Type: int
Length: 4
CallsWithDigitsCollected
Description: DMS/MSL-100 switch only. The number of calls that received
IVR treatment and arrived at this CDN accompanied by data collected during
the IVR session.
Type: int
Length: 4
CDN
Description: A unique number to identify a CDN, which is assigned by the
server when the CDN is added.
Type: varchar
Length: 7
CDNName
Description: The name of the CDN, as defined on the CDN Properties property
sheet.
Type: varchar
Length: 30
180
Symposium Call Center Server
April 2004
Data dictionary
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Historical Reporting and Data Dictionary
181
Data dictionary
Standard 1.0
DNISStat views
Introduction
Dialed Number Identification Service (DNIS) statistics provide summarized
information on a per-DNIS basis. These statistics provide a means of monitoring
the call traffic and call handling for each DNIS.
Definition: DNIS
DNIS is an optional service that allows you to identify the dialed number for
calls coming in to the call center. Typically, DNIS numbers are used for 1-800
numbers. For example, a company may give customers different 1-800 numbers
for sales and customer service calls.
Requirements
Define DNISs on Symposium Call Center Server.
Configure the server to collect DNIS statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all DNISs; you cannot configure the
system to collect statistics for selected DNISs.
Database views
182
iDNISStat
dDNISStat
wDNISStat
mDNISStat
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
CallsAbandoned
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned for a DNIS number.
Type: int
Length: 4
CallsAbandonedAftThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls abandoned that experienced a delay greater than or equal to
the service level threshold for the DNIS number. You define the service level
threshold on the DNIS Properties property sheet.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: int
Length: 4
CallsAbandonedDelay
Description: The total wait time experienced by all local and incoming network
Symposium Call Center Server calls abandoned for a DNIS number.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
Historical Reporting and Data Dictionary
183
Data dictionary
Standard 1.0
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server calls answered for a DNIS number.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4
CallsAnsweredAftThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls answered that experienced a delay greater than or equal to
the service level threshold for the DNIS number. You define the service level
threshold on the DNIS Properties property sheet.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: int
Length: 4
CallsAnsweredDelay
Description: The wait time experienced by all local and incoming network
Symposium Call Center Server calls answered for a DNIS number.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
CallsGivenDefault
Description: The number of local and incoming network Symposium Call
Center Server calls given default treatment for a DNIS number.
Type: int
Length: 4
184
Symposium Call Center Server
April 2004
Data dictionary
CallsGivenForceBusy
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Busy treatment for a DNIS number.
Triggers: This statistic is pegged when the Give Busy script command is
executed.
Type: int
Length: 4
CallsGivenForceDisconnect
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Disconnect treatment for a DNIS number.
Triggers: This statistic is pegged when the Disconnect script command is
executed.
Type: int
Length: 4
CallsGivenForceOverflow
Description: The number of local and incoming network Symposium Call
Center Server calls given Force Overflow treatment for a DNIS number.
Triggers: This statistic is pegged when the Give Overflow script command is
executed.
Type: int
Length: 4
CallsGivenRouteTo
Description: The number of local and incoming network Symposium Call
Center Server calls given Route Call treatment for a DNIS number.
Triggers: This statistic is pegged when the Route Call script command is
executed.
Type: int
Length: 4
Historical Reporting and Data Dictionary
185
Data dictionary
Standard 1.0
CallsNACDOut
Description: Meridian 1/Succession 1000 switch only. The number of local
Symposium Call Center Server calls networked out through an NACD queue
and answered at remote sites.
Type: int
Length: 4
CallsNetworkedOut
Description: NSBR option only. The number of local Symposium Call Center
Server calls that were routed to a remote site and answered or abandoned.
Type: int
Length: 4
CallsOffered
Description: The number of local and incoming network Symposium Call
Center Server calls offered to this server with this DNIS number.
Triggers: Calls are pegged upon arrival.
Type: int
Length: 4
CallsReachNonISDN
Description: NSBR option only. The number of local Symposium Call Center
Server calls that reached a non-ISDN trunk while being routed to a remote site.
Restriction: If a call encounters a non-ISDN trunk while it is being networked
to another Symposium Call Center Server site, the call information that normally
travels with the call does not reach the destination site. This means the
destination site cannot tell that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is terminated.
Type: int
Length: 4
186
Symposium Call Center Server
April 2004
Data dictionary
DNIS
Description: A unique number used to identify a DNIS, which is assigned by
the server when the DNIS is defined.
Type: varchar
Length: 16
DNISName
Description: The name of a DNIS, as defined on the DNIS Properties property
sheet.
Type: varchar
Length: 30
DNIS_PREFIX
Description: Stores the prefix of a DNIS number. It allows you to sort filter and
report on individual DNIS 800 numbers.
Type: varchar
Length: 16
IVRTransferred
Description: Meridian 1/Succession 1000 switch only. The number of local and
incoming network Symposium Call Center Server calls transferred from an IVR
session for a DNIS number.
Type: int
Length: 4
MaxAbandonedDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call that waited the longest before being
abandoned.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
187
Data dictionary
Standard 1.0
MaxAnsweredDelay
Description: The wait time experienced by the local or incoming network call
that waited the longest before being answered.
Triggers: For local Symposium Call Center Server calls, delays begin when the
Master_Script is initiated. For incoming network calls, delays begin when the
call is logically queued to this site.
Type: smallint
Length: 2
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
TalkTime
Description: The total time spent by all agents on local and incoming network
Symposium Call Center Server calls for a DNIS number, including hold time.
Triggers:
Meridian 1/Succession 1000 switch: The call is pegged when the caller hangs
up or the agent releases the call.
DMS/MSL-100 switch: The time is pegged when the agent releases the call.
Pegging: Talk time is pegged at the end of the interval (for calls that are active
at the end of an interval), and when the call terminates.
Type: int
Length: 4
188
Symposium Call Center Server
April 2004
Data dictionary
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Historical Reporting and Data Dictionary
189
Data dictionary
Standard 1.0
IVRPortStat views
Introduction
Meridian 1/Succession 1000 switch only. Interactive Voice Response (IVR)
port—or voice port—statistics provide summarized performance measurement
information on a per-IVR port basis. These statistics provide a means of
monitoring the usage of the specific ports.
Requirements
Define voice ports on Symposium Call Center Server.
Configure the server to collect IVR port statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR ports; you cannot configure the
system to collect statistics for selected ports.
Restrictions
IVR statistics may not be available if a third-party IVR application is used
instead of a Meridian Mail application.
Database views
190
iIVRPortStat
dIVRPortStat
wIVRPortStat
mIVRPortStat
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
CallsAnswered
Description: The number of calls answered by this IVR port.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4
CallsConferenced
Description: The number of calls conferenced out from this IVR port.
Pegging: Type: int
Length: 4
CallsTransferred
Description: The number of calls transferred out from this IVR port.
Pegging: Type: int
Length: 4
IVRPortID
Description: A unique number to identify an IVR port, which is assigned by the
server when the voice port is defined.
Type: varchar
Length: 30
IVRPortName
Description: The name of the IVR port, as defined on the Voice Port Properties
property sheet.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
191
Data dictionary
Standard 1.0
IVRQueueID
Description: A unique number to identify an IVR queue, which is assigned by
the server when the IVR ACD-DN is defined.
Type: varchar
Length: 7
IVRQueueName
Description: The name of the IVR queue, as defined on the IVR ACD-DN
Properties property sheet.
Type: varchar
Length: 30
LoggedInTime
Description: The total time the IVR port is logged on.
Type: int
Length: 4
NotReadyTime
Description: The total time spent by the IVR port in the Not Ready state.
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
192
Symposium Call Center Server
April 2004
Data dictionary
TalkTime
Description: The total time the IVR port is in use.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
WaitingTime
Description: The total time the IVR port is idle.
Type: int
Length: 4
Linkages with other views
You can link IVR port statistics to other views to generate customized reports.
For more information, see “When statistics are cumulated” on page 95.
The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.
Historical Reporting and Data Dictionary
193
Data dictionary
Standard 1.0
Note: You must specify both of these fields as your linkage key, in the specified
order.
194
If you are generating a custom
report using
THEN the linkage key data fields
are
IVRStat
Timestamp
IVRQueueID
Symposium Call Center Server
April 2004
Data dictionary
IVRStat views
Introduction
Meridian 1/Succession 1000 switch only. Interactive Voice Response (IVR)
statistics provide summarized performance measurement information on a perIVR queue (IVR ACD-DN) basis. These statistics provide a way to monitor the
usage of the port resources of an IVR queue.
Requirements
Define IVR ACD-DNs on Symposium Call Center Server.
Configure the server to collect IVR queue statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR queues; you cannot configure the
system to collect statistics for selected IVR queues.
Restrictions
IVR statistics may not be available if you use a third-party IVR application
instead of Meridian Mail.
Database views
iIVRStat
dIVRStat
wIVRStat
mIVRStat
Historical Reporting and Data Dictionary
195
Data dictionary
Standard 1.0
Field descriptions
CallsAnswered
Description: The number of calls answered by this IVR queue.
Pegging: Calls are pegged upon answer.
Type: int
Length: 4
CallsAnsweredAftThreshold
Description: The number of calls answered that experienced a delay greater
than or equal to the service level threshold for the threshold class to which the
IVR ACD-DN belongs.
Type: int
Length: 4
CallsAnsweredDelay
Description: The total wait time experienced by all the calls answered.
Triggers: The delay begins once a call enters the IVR queue.
Type: int
Length: 4
CallsConferenced
Description: The number of calls conferenced out during an IVR session.
Type: int
Length: 4
CallsNotTreated
Description: The number of calls abandoned or pulled back while waiting in
this IVR queue.
Type: int
Length: 4
196
Symposium Call Center Server
April 2004
Data dictionary
CallsNotTreatedAftThreshold
Description: The number of calls abandoned or pulled back that experienced a
delay greater than or equal to the service level threshold for the threshold class
to which the IVR ACD-DN belongs.
Triggers: The delay begins once a call is queued against the IVR queue and
ends when the call is abandoned or pulled back.
Type: int
Length: 4
CallsNotTreatedDelay
Description: The total wait time experienced by all the calls abandoned or
pulled back from an IVR queue.
Triggers: The delay begins once a call is queued against the IVR queue and
ends when the call is abandoned or pulled back.
Type: int
Length: 4
CallsOffered
Description: The number of calls offered to this IVR queue.
Type: int
Length: 4
CallsTransferred
Description: The number of calls transferred out during an IVR session.
Type: int
Length: 4
IVRAbandoned
Description: The number of calls abandoned while connected to this IVR port.
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
197
Data dictionary
Standard 1.0
IVRCompleted
Description: The number of calls connected to this IVR port for which the IVR
session completed successfully.
Type: smallint
Length: 2
IVRInterrupted
Description: The number of calls connected to this IVR port for which the IVR
session was interrupted by a script command.
Type: smallint
Length: 2
IVRQueueID
Description: A unique number to identify an IVR queue, which is assigned by
the server when the IVR ACD-DN is defined.
Type: varchar
Length: 7
IVRQueueName
Description: The name of the IVR queue, defined on the IVR ACD-DN
Properties property sheet.
Type: varchar
Length: 30
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
198
Symposium Call Center Server
April 2004
Data dictionary
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Linkages with other statistics groups
You can link IVR statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.
The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.
Note: You must specify both of these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
THEN the linkage key data fields
are
IVRPortStat
Timestamp
IVRQueueID
Historical Reporting and Data Dictionary
199
Data dictionary
Standard 1.0
NetworkInCallStat views
Introduction
NSBR option only. Network call statistics provide information that can be used
to monitor call distribution and handling in a network environment. They record
statistics for all incoming network calls received at a server.
Notes:
Network statistics only report on calls that are controlled by the server (that
is, Symposium Call Center Server calls). They do not report on ACD or
NACD calls.
In these statistics, the local site is the destination site.
Requirements
Configure the server to collect network call statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all applications; you cannot configure the
system to collect statistics for selected applications.
Restrictions
Network call statistics generated on the server are collected on the destination
site only. To report on network call handling at all sites, you must generate a
network-wide report from the Network Control Center (NCC).
Database views
200
iNetworkInCallStat
dNetworkInCallStat
wNetworkInCallStat
mNetworkInCallStat
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
CallsAbandoned
Description: The number of incoming network calls abandoned at the local site.
Type: int
Length: 4
CallsAbandonedAftThreshold
Description: The number of incoming network calls abandoned at the local site
after a wait greater than or equal to the service level threshold for the
application.
Type: int
Length: 4
CallsAbandonedDelay
Description: The total wait time experienced by all incoming network calls
abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the local site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
CallsAbandonedDelayAtDest
Description: The total wait time experienced at the local site by all incoming
network calls abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated and end when the
call is abandoned at the local site.
Type: int
Length: 4
Historical Reporting and Data Dictionary
201
Data dictionary
Standard 1.0
CallsAnswered
Description: The number of incoming network calls answered at the local site.
Type: int
Length: 4
CallsAnsweredAftThreshold
Description: The number of incoming network calls answered at the local site
after a wait greater than or equal to the service level threshold for the
application. The delay begins when a call enters the local site. The service level
threshold is set during system configuration of the local site.
Type: int
Length: 4
CallsAnsweredDelay
Description: The total wait time experienced by all incoming network calls
answered at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered at the local site.
Note: The delay time includes any time that the caller spends going through
menus and listening to announcements before being queued to a skillset.
Type: int
Length: 4
CallsAnsweredDelayAtDest
Description: The total wait time experienced at the local site by all incoming
network calls answered at the local site.
Triggers: Delays begin when the call is queued to the local site and end when
the call is answered at the local site.
Type: int
Length: 4
202
Symposium Call Center Server
April 2004
Data dictionary
CallsOffered
Description: The number of incoming network calls offered to the local site.
Type: int
Length: 4
DstApplication
Description: The name of the destination application. This is always
“Network_Script.”
Type: varchar
Length: 30
DstApplicationID
Description: A unique number that identifies the Network_Script application.
Type: int
Length: 4
DstSite
Description: The name of the local Symposium Call Center Server site, as
defined on the NCC.
Type: varchar
Length: 30
DstSiteID
Description: The unique identifier for the local Symposium Call Center Server
site, as assigned when the site is defined on the NCC.
Type: int
Length: 4
MaxAbandonedDelay
Description: The wait time experienced by the incoming network call that
waited the longest before being abandoned at the local site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is abandoned at the local site.
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
203
Data dictionary
Standard 1.0
MaxAbandonedDelayAtDest
Description: The wait time experienced by the call that waited the longest at the
local site before being abandoned.
Triggers: Delays begin when a call is logically queued to the local site and end
when the call is abandoned.
Type: smallint
Length: 2
MaxAnsweredDelay
Description: The total wait time experienced by all calls answered at the local
site.
Triggers: Delays begin when the Master_Script is initiated at the source site and
end when the call is answered at the local site.
Type: smallint
Length: 2
MaxAnsweredDelayAtDest
Description: The wait time experienced by the call that waited the longest at the
local site before being answered.
Triggers: Delays begin when a call is logically queued to the local site and end
when the call is answered.
Type: smallint
Length: 2
SrcApplication
Description: The name of the source application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30
SrcApplicationID
Description: A unique number to identify the source application, which is
assigned by the server when the application is added.
Type: int
Length: 4
204
Symposium Call Center Server
April 2004
Data dictionary
SrcSite
Description: The name of the source Symposium Call Center Server site, as
assigned when the site is defined on the NCC.
Type: varchar
Length: 30
SrcSiteID
Description: The unique identifier for the source Symposium Call Center
Server site where a call originated.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged, in local (destination)
site time. For more information about the format of the time stamp in interval,
daily, weekly, or monthly views, see “Overview of summarized historical
statistics” on page 92.
Type: smalldatetime
Length: 4
Linkages with other statistics groups
You can link network call statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which network call statistics
can be linked, as well as the data fields used as linkage keys.
Historical Reporting and Data Dictionary
205
Data dictionary
Standard 1.0
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
206
THEN the linkage key data field is
ActivityCodeStat
Timestamp
ApplicationID
AgentByApplicationStat
Timestamp
ApplicationID
ApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
ApplicationID
NetworkOutStats
Timestamp
ApplicationID
Symposium Call Center Server
April 2004
Data dictionary
NetworkOutStat views
Introduction
NSBR option only. Network outcall statistics provide summarized performance
measurement information based on the origination and destination of a call.
They record statistics for all calls networked out from your server.
Note: In these statistics, the local site is the source site.
Requirements
Configure the server to collect network outcall statistics (see the
Administrator’s Guide).
Restrictions
At each Symposium Call Center Server site, the historical network call statistics
are only collected against the local site. These statistics contain network call
traffic and handling information for calls for which the local site is the source.
Database views
iNetworkOutStat
dNetworkOutStat
wNetworkOutStat
mNetworkOutStat
Historical Reporting and Data Dictionary
207
Data dictionary
Standard 1.0
Field descriptions
CallsAbandoned
Description: The number of calls abandoned at the destination site.
Type: int
Length: 4
CallsAbandonedDelayAtDest
Description: The total wait time experienced at the destination site by all calls
from the local site that were abandoned at the destination site.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is abandoned.
Type: int
Length: 4
CallsAnswered
Description: The number of calls answered by an agent, answered by IVR, or
terminated at the destination site.
Note: A call is pegged as answered if, when it arrives at the destination site, the
reserved agent logs off or becomes unavailable and it receives one of the
following treatments:
Disconnect
Route
Give RAN
Give IVR
Give Music
Type: int
Length: 4
208
Symposium Call Center Server
April 2004
Data dictionary
CallsAnsweredDelayAtDestination
Description: The total wait time experienced at the destination site by all calls
from the local site that were answered by an agent, answered by IVR, or
terminated at the destination site.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is answered.
Type: int
Length: 4
CallsOffered
Description: The number of calls offered to the destination site.
Type: int
Length: 4
DstApplication
Description: The name of the destination application (this is always
“Network_Script”).
Type: varchar
Length: 30
DstApplicationID
Description: A unique number to identify the destination application.
Type: int
Length: 4
DstSite
Description: The name of the destination Symposium Call Center Server site,
as defined when the site is configured on the NCC.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
209
Data dictionary
Standard 1.0
DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4
MaxCallsAbandonedDelay
Description: The wait time experienced by the call originating at the local site
that waited the longest before being abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is abandoned.
Type: smallint
Length: 2
MaxCallsAbandonedDelayAtDest
Description: The wait time experienced by the call originating at the local site
that waited the longest at the destination site before being abandoned.
Triggers: Delays begin when the call is queued to the destination site and end
when the call is abandoned.
Type: smallint
Length: 2
MaxCallsAnsweredDelay
Description: The wait time experienced by the call originating at the local site
that waited the longest before being answered by an agent, answered by IVR, or
terminated at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is answered.
Type: smallint
Length: 2
210
Symposium Call Center Server
April 2004
Data dictionary
MaxCallsAnsweredDelayAtDest
Description: The wait time experienced by the call originating at the local site
that waited the longest at the destination site before being answered by an agent,
answered by IVR, or terminated.
Triggers: Delays begin when the call is logically queued to the destination site
and end when the call is answered.
Type: smallint
Length: 2
SrcApplication
Description: The name of the source application.
Type: varchar
Length: 30
SrcApplicationID
Description: A unique number to identify the source application, assigned by
the server when the application is defined.
Type: int
Length: 4
SrcSite
Description: The name of the local Symposium Call Center Server site, as
defined when the site is defined on the NCC.
Type: varchar
Length: 30
SrcSiteID
Description: The unique identifier for a source Symposium Call Center Server
site where a call originated, as assigned when the site is defined on the NCC.
Type: int
Length: 4
Historical Reporting and Data Dictionary
211
Data dictionary
Standard 1.0
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged in local (source) site
time. For more information about the format of the time stamp in interval, daily,
weekly, or monthly views, see “Overview of summarized historical statistics” on
page 92.
Type: smalldatetime
Length: 5
TotalCallsAbandonedDelay
Description: The total wait time experienced by all calls from the local site that
were abandoned at the destination site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is abandoned.
Type: int
Length: 4
TotalCallsAnsweredDelay
Description: The total wait time experienced by all calls from the local site that
were answered by an agent, answered by IVR, or terminated at the destination
site.
Triggers: Delays begin when the Master_Script is initiated at the local site and
end when the call is answered.
Type: int
Length: 4
212
Symposium Call Center Server
April 2004
Data dictionary
Linkages with other statistics groups
You can link network outcall statistics to other statistics groups to generate
customized reports. For more information, see “When statistics are cumulated”
on page 95.
The following table shows the statistics groups to which network outcall
statistics can be linked, as well as the data fields used as linkage keys.
Note: You must specify all these fields as your linkage key, in the specified
order.
IF you are generating a custom report
using
THEN the linkage key data field is
ActivityCodeStat
Timestamp
ApplicationID
AgentByApplicationStat
Timestamp
ApplicationID
ApplicationStat
Timestamp
ApplicationID
SkillsetStat
Timestamp
ApplicationID
NetworkInCallStat
Timestamp
ApplicationID
Historical Reporting and Data Dictionary
213
Data dictionary
Standard 1.0
RANMusicRouteStat views
Introduction
RAN and music route statistics provide summarized resource usage information
for each RAN and music route.
Requirements
Define RAN and music routes codes on Symposium Call Center Server.
Configure the server to collect music and route statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all music and RAN routes; you cannot
configure the system to collect statistics for selected routes.
Database views
iRANMusicRouteStat
dRANMusicRouteStat
wRANMusicRouteStat
mRANMusicRouteStat
Field descriptions
RouteAccess
Description: The number of times a music or RAN route was accessed. Each
time the route is accessed by a single call, this statistic is incremented.
Type: int
Length: 4
RouteAccessTime
Description: The total time a music or RAN route was in use.
Type: int
Length: 4
214
Symposium Call Center Server
April 2004
Data dictionary
RouteID
Description: A unique number to identify a music or RAN route, which is
assigned by the server when the route is defined.
Type: int
Length: 4
RouteName
Description: The name of the music or RAN route, as defined on the Music/
RAN Route Properties property sheet.
Type: varchar
Length: 30
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Historical Reporting and Data Dictionary
215
Data dictionary
Standard 1.0
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
216
Symposium Call Center Server
April 2004
Data dictionary
RouteStat views
Introduction
Meridian 1/Succession 1000 switch only. Route statistics provide summaries of
all occurrences of all trunks busy (ATB) and network outcall blocked
information on a per-route basis.
Requirements
Define routes on Symposium Call Center Server.
Configure the server to collect route statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all routes; you cannot configure the system
to collect statistics for selected routes.
Pegging
CallsBlockedByAllTrunksBusy statistics apply to multiple routes, and are
therefore pegged against the Default_Route, 999.
Database views
iRouteStat
dRouteStat
wRouteStat
mRouteStat
Field descriptions
AllTrunksBusy
Description: The number of times all trunks in this route were busy.
Type: int
Length: 4
Historical Reporting and Data Dictionary
217
Data dictionary
Standard 1.0
AllTrunksBusyTime
Description: The total time all trunks in this route were busy.
Type: int
Length: 4
CallsBlockedByAllTrunksBusy
Description: NSBR option only. The number of calls offered to the network
through this route that were blocked because all trunks were busy.
Pegging: This field is only pegged against the Default_Route, 999.
Type: int
Length: 4
CallsReachNonISDN
Description: NSBR option only. The number of calls that reached a non-ISDN
trunk while being routed to a remote site through this route.
Restriction: If a call encounters a non-ISDN trunk while it is being networked
to another Symposium Call Center Server site, the call information that normally
travels with the call does not reach the destination site. This means the
destination site cannot tell that the call came from the Symposium Call Center
Server network. At the destination site, the networked call is treated as a new
call. At the source site, the network call is treated as terminated.
Type: int
Length: 4
RouteID
Description: A unique number to identify a route, which is assigned by the
server when the route is defined.
Type: int
Length: 4
218
Symposium Call Center Server
April 2004
Data dictionary
RouteName
Description: The name of the route, as defined on the Route Properties property
sheet.
Type: varchar
Length: 30
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
Historical Reporting and Data Dictionary
219
Data dictionary
Standard 1.0
Linkages with other statistics groups
You can link route statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.
The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.
Note: You must specify both of these fields as your linkage key, in the specified
order.
220
IF you are generating a custom
report using
THEN the linkage key data fields
are
TrunkStat
Timestamp
RouteID
Symposium Call Center Server
April 2004
Data dictionary
SCCSDBSpace views
Introduction
SCCSDBSpace views display information about the size of the Symposium Call
Center Server database, including
space allocated for the database
space used by the database
space available
With a report writer application, you can create a custom report using this view.
Field descriptions
DBName
Description: The name of the database. Symposium Call Center Server uses
three databases:
Master—Contains Sybase control information.
Blue—Contains all server configuration information and interval, daily,
weekly, and monthly statistics.
Call-by-call (CBC)—Contains call-by-call data, if you have configured
your server to collect it.
Type: varchar
Length: 30
DBSize
Description: The database size in Mbytes.
Type: float
Length: 8
Historical Reporting and Data Dictionary
221
Data dictionary
Standard 1.0
FreeSpace
Description: The amount of free space in the database in Mbytes.
Type: float
Length: 8
UsedSpace
Description: The current data volume in the database in Mbytes.
Type: float
Length: 8
Float field
The following table contains a description of the float field type:
222
Field type
Description
Value range
Length
Float
integer
1 to 100 000
8 bytes
Symposium Call Center Server
April 2004
Data dictionary
SkillsetStat views
Introduction
A skillset is a group of skills, such as level of expertise in a certain area, to
which an agent is assigned. Agents can be assigned up to 50 skillsets. Skillset
statistics provide summarized performance information based on a combination
of skillset and application call information. Statistics are pegged against a
combination of skillset and application.
Requirements
Configure the server to collect skillset statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all skillsets; you cannot configure the
system to collect statistics for selected skillsets.
Pegging
Local Symposium Call Center Server calls are pegged against the Master_Script
or primary application (depending on the location of the call in the system) and
against the answering skillset, or the Agent Queue To skillset (if the call was
queued to a specific agent). Incoming networked Symposium Call Center Server
calls are pegged against the Network_Script application. ACD calls are pegged
against the ACD_DN_Application and either the skillset to which this ACD-DN
is mapped on the General – Skillset Properties property page (if defined) or the
Default_ACD_Skillset. NACD calls are pegged against the
NACD_DN_Application and either the skillset to which this Network ACD-DN
is mapped on the General – Skillset Properties property page (if defined) or the
Default_NACD_Skillset.
The following statistics are applicable to multiple applications, and are,
therefore, pegged against the System_Application:
ActiveTime
AllAgentBusyTime
TotalStaffedTime
Historical Reporting and Data Dictionary
223
Data dictionary
Standard 1.0
Database views
iSkillsetStat
dSkillsetStat
wSkillsetStat
mSkillsetStat
Field descriptions
ActiveTime
Description: The amount of time a skillset is in service. A skillset is in service
when it is not in Out of Service mode and at least one agent is logged on.
Pegging: This field is only pegged against the System_Application.
Type: int
Length: 4
AllAgentBusyTime
Description: The total time that all agents assigned this skillset were busy with
calls or no agents were logged on.
Pegging: This field is only pegged against the System_Application.
Type: int
Length: 4
Application
Description: The name of the application to which this skillset is assigned, as
defined on the Application Properties property sheet.
Type: varchar
Length: 30
ApplicationID
Description: A unique number to identify an application, which is assigned by
the server when the application is added.
Type: int
Length: 4
224
Symposium Call Center Server
April 2004
Data dictionary
CallsAnswered
Description: The number of local and incoming network Symposium Call
Center Server, ACD, and NACD calls answered for this skillset.
Triggers: Calls are pegged upon answer.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application (depending on the location of the call in
the system) and against the answering skillset. Incoming networked Symposium
Call Center Server calls are pegged against the Network_Script application.
ACD calls are pegged against the ACD_DN_Application and either the skillset
to which this ACD-DN is mapped on the General – Skillset Properties property
page (if defined) or the Default_ACD_Skillset. NACD calls are pegged against
the NACD_DN_Application and either the skillset to which this Network ACDDN is mapped on the General – Skillset Properties property page (if defined) or
the Default_NACD_Skillset.
Restriction: This statistic does not include DN calls handled by agents assigned
to this skillset.
Type: int
Length: 4
CallsAnsweredAfterThreshold
Description: The number of local and incoming network Symposium Call
Center Server calls answered after a wait greater than or equal to the service
level threshold for the threshold class to which the skillset belongs.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Triggers: Delays begin when the call is queued at the skillset and end when the
call is answered.
Restriction: This statistic does not include ACD and NACD calls because delay
statistics are not available for these types of calls.
Type: int
Length: 4
Historical Reporting and Data Dictionary
225
Data dictionary
Standard 1.0
CallsAnsweredDelay
Description: The wait time experienced by all local and incoming network
Symposium Call Center Server calls answered for this skillset.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Triggers: Delays begin when the call is queued at the skillset and end when it is
answered. If a call is requeued to the same skillset, the delay begins when the
call is first queued.
Restriction: This statistic does not include ACD and NACD calls, because
delay statistics are not available for these types of calls.
Type: int
Length: 4
CallsOffered
Description: The number of Symposium Call Center Server calls offered to this
skillset. This statistic is not incremented if the same call is offered to this skillset
again.
Triggers: Calls are pegged against the Master_Script application upon arrival,
and against a primary application when the Master_Script application hands
over control.
Note: If a call is offered to multiple skillsets, this statistic is pegged multiple
times.
Type: int
Length: 4
226
Symposium Call Center Server
April 2004
Data dictionary
MaxAnsweredDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call that waited the longest before being
answered.
Pegging: Local Symposium Call Center Server calls are pegged against the
Master_Script or primary application, depending on the location of the call in
the system, and against the answering skillset. Incoming network Symposium
Call Center Server calls are pegged against the Network_Script application and
against the answering skillset.
Restriction: This statistic does not include ACD and NACD calls, because
delay statistics are not available for these types of calls.
Type: smallint
Length: 2
MaxSkillsetAbandonedDelay
Description: The wait time experienced by the local or incoming network
Symposium Call Center Server call queued to this skillset that waited the longest
before being abandoned.
Triggers: The delay begins when a call is queued to the skillset.
Type: smallint
Length: 2
NetCallsAnswered
Description: NSBR option only. The number of incoming network Symposium
Call Center Server calls answered for this skillset.
Pegging: Incoming network Symposium Call Center Server calls are pegged
against the Network_Script application.
Type: int
Length: 4
Historical Reporting and Data Dictionary
227
Data dictionary
Standard 1.0
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Skillset
Description: The name of the skillset, as defined on the General – Skillset
Properties property sheet.
Type: varchar
Length: 30
SkillsetAbandoned
Description: The number of Symposium Call Center Server calls abandoned for
this skillset. This statistic does not include calls abandoned while ringing at an
agent phoneset.
Type: int
Length: 4
SkillsetAbandonedDelay
Description: The total wait time experienced by Symposium Call Center Server
calls that were abandoned for this skillset.
Triggers: The delay begins when the call is queued to this skillset and ends
when the call is abandoned.
Type: int
Length: 4
228
Symposium Call Center Server
April 2004
Data dictionary
SkillsetAbandonedAftThreshold
Description: The number of Symposium Call Center Server calls abandoned for
this skillset after a wait greater than or equal to the service level threshold for the
threshold class to which the skillset belongs.
Type: int
Length: 4
SkillsetID
Description: A unique number to identify a skillset, which is assigned by the
server when the skillset is added.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: int
Length: 4
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
TotalStaffedTime
Description: The amount of logon time for all agents belonging to this skillset.
Pegging: This field is only pegged against the System_Application.
Triggers: The logon time begins when an agent logs on to the skillset or is
reassigned (while logged on) to the skillset and ends when the agent logs off or
is reassigned out of the skillset.
Type: int
Length: 4
Historical Reporting and Data Dictionary
229
Data dictionary
Standard 1.0
Linkages with other statistics groups
You can link skillset statistics to other statistics groups to generate customized
reports. For more information, see “When statistics are cumulated” on page 95.
The following table shows the statistics groups to which skillset statistics can be
linked, as well as the data fields used as linkage keys.
Note: You must specify both of these fields as your linkage key, in the specified
order.
IF you are generating a custom
report using
230
THEN the linkage key data field is
ActivityCodeStat
Timestamp
ApplicationID
AgentByApplicationStat
Timestamp
ApplicationID
AgentBySkillsetStat
Timestamp
SkillsetID
ApplicationStat
Timestamp
ApplicationID
NetworkInCallStat
Timestamp
ApplicationID
NetworkOutStat
Timestamp
Application ID
Symposium Call Center Server
April 2004
Data dictionary
TrunkStat views
Introduction
Meridian 1/Succession 1000 switch only. Trunk statistics provide summarized
trunk resource usage information. These statistics provide a way to monitor call
traffic with available trunk resources.
Requirements
Define the routes to which the trunks belong on Symposium Call Center
Server.
Configure the server to collect trunk statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all trunks; you cannot configure the
system to collect statistics for selected trunks.
Database views
iTrunkStat
dTrunkStat
wTrunkStat
mTrunkStat
Field descriptions
CallsAbandoned
Description: The number of Symposium Call Center Server calls abandoned
while waiting on this trunk.
Type: int
Length: 4
Historical Reporting and Data Dictionary
231
Data dictionary
Standard 1.0
CallsAbandonedDelay
Description: The total wait time experienced by Symposium Call Center Server
calls that were abandoned.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site.
Type: int
Length: 4
CallsAnswered
Description: The number of Symposium Call Center Server calls answered.
Triggers: Calls are pegged upon answer.
Type: int
Length: 4
CallsAnsweredDelay
Description: The total wait time experienced by all Symposium Call Center
Server calls that came in through a trunk.
Triggers: For local and outgoing network Symposium Call Center Server calls,
delays begin when the Master_Script is initiated. For incoming network calls,
delays begin when the call is logically queued to this site.
Type: int
Length: 4
CallsOffered
Description: The number of Symposium Call Center Server calls offered to this
trunk.
Triggers: Calls are pegged upon arrival.
Type: int
Length: 4
232
Symposium Call Center Server
April 2004
Data dictionary
OccupancyTime
Description: The total time the trunk was occupied with Symposium Call
Center Server calls.
Triggers: Occupancy times begin when the Master_Script is initiated at the
source site and end when the call ends.
Type: int
Length: 4
Route
Description: The name of the route, as defined on the Route Properties property
sheet.
Type: varchar
Length: 30
RouteID
Description: A number that identifies the route to which the trunk belongs,
which is assigned by the server when the route is defined.
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Historical Reporting and Data Dictionary
233
Data dictionary
Standard 1.0
Time
Description: The time when the data was pegged.
Type: char
Length: 5
Timestamp
Description: The date and time when the data was pegged. For more
information about the format of the time stamp in interval, daily, weekly, or
monthly views, see “Overview of summarized historical statistics” on page 92.
Type: smalldatetime
Length: 4
TrunkID
Description: A unique number to identify the trunk within the route, as defined
on the switch.
Type: int
Length: 4
Linkages with other views
You can link trunk statistics to other views to generate customized reports. For
more information, see “When statistics are cumulated” on page 95.
The following table shows the views to which application statistics can be
linked, as well as the data fields used as a linkage key.
Note: You must specify both of these fields as your linkage key, in the specified
order.
234
IF you are generating a custom
report using
THEN the linkage key data fields
are
RouteStat
Timestamp
RouteID
Symposium Call Center Server
April 2004
Data dictionary
Section B: Event statistics
In this section
Overview of event statistics
236
eAgentLoginStat view
237
eCallbyCallStat views
240
eIVRPortLoginStat view
252
eNetCallByCallStat views
254
Historical Reporting and Data Dictionary
235
Data dictionary
Standard 1.0
Overview of event statistics
Introduction
Event statistics are collected on a per-event basis rather than accumulated over a
period of time.
Database views
Event statistics are accessible through database views. A database view is a
logical representation of the database, which is used to organize information in
the database for your use.
Data collection option
When you configure Historical Statistics Collection, you can choose whether to
collect each of the following types of event statistics:
agent logon and logoff statistics
call-by-call statistics
IVR port logon and logoff statistics
You can enable or disable the data collection option at any time while the system
is running.
When statistics are cumulated
Event statistics are cumulated as the events occur and written to the database at
the end of each pegging interval (that is, every 15 minutes).
236
Symposium Call Center Server
April 2004
Data dictionary
eAgentLoginStat view
Introduction
Agent logon and logoff statistics provide detailed information about the
distribution of an agent’s time during work hours. They show the amount of time
spent on events such as Login, Logout, Walkaway, and Return from walkaway.
Ready and Not Ready events are also pegged here.
Requirements
Configure the server to collect agent login statistics (see the
Administrator’s Guide).
Note: Statistics are collected for all agents; you cannot configure the
system to collect statistics for selected agents.
Database view
eAgentLoginStat
Field descriptions
AgentGivenName
Description: The first or given name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
AgentLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
Historical Reporting and Data Dictionary
237
Data dictionary
Standard 1.0
AgentSurName
Description: The last or surname of the agent, as defined on the General –User
Properties property page.
Type: varchar
Length: 64
Duration
Description: For events of type logoff, the time between first logon (or, if the
first event of the day is not logon, 12:00 a.m. that morning) and the last logoff of
the day (or if the last event of the day is not logoff, 12:00 a.m. that night).
For events of type walkaway, the amount of time the agent was in the Walkaway
state.
For all other event types, this field contains zeros.
Type: int
Length: 4
Event Type
A unique identifier for an agent event.
Valid values:
LI (Login)
LO (Logout)
WW (Walkaway)
RT (Return from walkaway)
RY (Ready)
NR (Not Ready)
Type: char
Length: 2
PositionID
Description: A unique identifier for the agent’s position ID, as received from
the switch.
238
Symposium Call Center Server
April 2004
Data dictionary
Type: int
Length: 4
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time of the event.
Type: char
Length: 8
Timestamp
Description: The date and time when the data was pegged.
Type: datetime
Length: 8
UserID
Description: A unique identifier for the agent, which is assigned by the server
when the agent is added.
Type: binary
Length: 16
Historical Reporting and Data Dictionary
239
Data dictionary
Standard 1.0
eCallbyCallStat views
Introduction
Call-by-call statistics provide detailed information on a per-call event basis.
These statistics enable you to trace a Symposium Call Center Server call from
beginning to end regardless of the number of treatments being applied to it. It
also provides a means of monitoring the performance of a specified agent,
application, or skillset.
Requirements
Configure the server to collect call-by-call statistics, and select the
applications for which statistics will be collected (see the Administrator’s
Guide).
Restrictions
The amount of data generated for call-by-call statistics is very large; therefore,
the time required to generate a report using call-by-call statistics is much greater
than the time required to generate a report using summarized statistics.
Database view
240
eCallByCallStatYYYYMMDD
Symposium Call Center Server
April 2004
Data dictionary
Field descriptions
AssociatedData
Description: Associated data is information associated with a specific event,
such as
the other extension, trunk ID (on the Meridian 1/Succession 1000 switch),
or outside phone number associated with a call that was conferenced with
another party, transferred to another party, or put on hold while another call
was placed
the DNIS number for an incoming call
Type: varchar
Length: 40
CallEvent
Description: A unique identifier for the type of call event.
Type: int
Length: 4
CallEventName
Description: The type of call event. For a complete list of call events that can be
collected, refer to “Call events” on page 243.
Type: varchar
Length: 80
CallID
Description: A unique number that identifies a local or network call, which is
assigned by the server.
Note: SQL does not support signed integers. Therefore, call IDs can appear
negative in the database views.
Type: int
Length: 4
Historical Reporting and Data Dictionary
241
Data dictionary
Standard 1.0
Destination
Description: The location where a call was directed during an event. The
destination can be identified by a dialed number, trunk ID, agent ID, skillset
name, application name, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40
EventData
Description: The information related to or generated by this event. The data can
be a PIN entered by the caller in response to the collect digits command; an
ANI, CLID, site ID, or activity code; or reasons for the event.
Type: varchar
Length: 40
NodeID
Description: (DMS/MSL-100 switch only) A unique identifier for the switch.
Type: varchar
Length: 40
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique number that identifies the switch on the network, as
received from the switch.
Note: SQL does not support signed integers. Therefore, site IDs may appear
negative in the database views.
Type: int
Length: 4
242
Symposium Call Center Server
April 2004
Data dictionary
Source
Description: The location of this call before this event occurred. The source can
be identified by a dialed number, trunk ID, agent ID, skillset name, application
name, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40
TelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
Time
Description: The time when the data was pegged.
Type: char
Length: 8
Timestamp
Description: The date and time when the data was pegged.
Type: datetime
Length: 8
Call events
The following table lists the call event types and the field contents for each one:
Call event
Source
Destination
Associated data
Event data
ACD Call
Answered
ACD DN
agent ID
NULL
NULL
Historical Reporting and Data Dictionary
243
Data dictionary
Standard 1.0
Call event
Source
Destination
Associated data
Event data
ACD Call On
Hold
(Meridian 1/
NULL
NULL
NULL
NULL
ACD Call
Released
NULL
NULL
NULL
NULL
ACD Call
Restored
NULL
NULL
NULL
NULL
Application
Interflowed
source
application
ID
destination
application ID
NULL
NULL
Call Answered
At IVR Queue
(Meridian 1/
NULL
IVR queue ID + NULL
IVR port ID
NULL
Call Block By
ATB (NSBR
option)
route ID
NULL
NULL
NULL
Call
Conferenced
source agent
ID
target agent ID
intercall ID
time conference
complete minus time
conference start
Call
Conferenced At
IVR Queue
(Meridian 1/
IVR port ID
NULL
NULL
NULL
NULL
NULL
intercall ID
dialed number
Succession
1000 switch)
Succession
1000 switch)
Succession
1000 switch)
Call Consult
Initiated
(Meridian 1/
Succession
1000 switch)
244
Symposium Call Center Server
April 2004
Call event
Data dictionary
Source
Destination
Associated data
Event data
Call Data (DMS/ NULL
MSL-100
switch)
NULL
call data
CDN
Call Entered IVR application
Queue
ID
(Meridian 1/
IVR queue ID
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
agent ID
NULL
NULL
Call
NACD DN
PriorityChanged
At NACD queue
NULL
new priority
NULL
Call Priority
Changed At
Skillset
skillset ID
NULL
new call priority
NULL
Call Removed
From NACD
(Meridian 1/
NACD DN
NULL
NULL
NULL
NULL
NULL
NULL
NULL
Succession
1000 switch)
Call Not Treated IVR queue ID NULL
At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call On Hold
NULL
Call On Hold At IVR port ID
IVR Port
(Meridian 1/
Succession
1000 switch)
Call Presented
NULL
Succession
1000 switch)
Call Restored
Historical Reporting and Data Dictionary
245
Data dictionary
Call event
Standard 1.0
Source
Destination
Associated data
Event data
Call Restored At IVR port ID
IVR Port
NULL
NULL
NULL
Call Terminated IVR port ID
At IVR Queue
(Meridian 1/
NULL
NULL
NULL
Call Transferred source agent
ID
target agent ID
intercall ID
time transfer
complete minus time
transfer start
Call Transferred IVR port ID
At IVR Queue
(Meridian 1/
NULL
NULL
NULL
Dequeued From skillset ID
Network Skillset
(NSBR option)
NULL
NULL
dequeue reason
Dequeued From skillset ID
Skillset
NULL
call priority
“dequeue reason +
queue time duration;
reason can be one of
the following:
ABANDONED,
PRESENTED,
SK_SET_OUT_OF_
SERVICE,
CANCELLED,
NET_NODE_BLOC
KED,
NET_ALREADY_S
ERVICED and
UNKNOWN”
Digit Collection NULL
(DMS/MSL-100
switch)
NULL
NULL
NULL
Succession
1000 switch)
Succession
1000 switch)
246
Symposium Call Center Server
April 2004
Call event
Data dictionary
Source
Destination
Associated data
Event data
Digit Collection NULL
Ended
NULL
digits collected
duration time
DN Call
Answered
NULL
DN call type (int or
ext)
NULL
DN Call Initiated NULL
dialed number
DN call type (int or
ext)
NULL
DN Call On
Hold
NULL
NULL
NULL
NULL
DN Call
Released
NULL
NULL
NULL
NULL
DN Call
Restored
NULL
NULL
NULL
NULL
Give Broadcast
application
ID
IVR queue ID
NULL
NULL
Give Broadcast
Completed
application
ID
IVR queue ID
NULL
duration time
Give Default
application
ID
NULL
NULL
default CDN
Give Force Busy application
ID
NULL
NULL
NULL
Give Force
Disconnect
application
ID
NULL
NULL
NULL
Give Force
Overflow
application
ID
NULL
NULL
NULL
Give IVR
application
ID
NULL
IVR queue ID
NULL
Give Music
application
ID
route ID
NULL
NULL
calling
number
Historical Reporting and Data Dictionary
247
Data dictionary
Standard 1.0
Call event
Source
Destination
Associated data
Event data
Give Music
Completed
route ID
application ID
NULL
duration time
Give NACD
application
ID
NACD DN
NULL
NULL
Give RAN
application
ID
route ID
NULL
NULL
Give RAN
Completed
route ID
application ID
NULL
duration time
Give Ringback
NULL
NULL
NULL
NULL
Give Route Call application
(NSBR option) ID
NULL
NULL
NULL
Give Silence
NULL
NULL
NULL
NULL
Handed Over to
Master
Application
CDN
Application ID
(if applicable)
“for normal call ““NORM””;
for transferred/
conferenced call ““TRANF/CONF +
intercall ID”””
NULL
Handed Over to
Network Script
Application
(NSBR option)
CDN
Application ID
“for normal call NULL
““NORM””;
for transferred/
conferenced call ““TRANF/CONF”””
Host Response
NULL
NULL
Host Name
NULL
Local Call
Abandoned
NULL
NULL
NULL
NULL
Local Call
Answered
NULL
NULL
skillset ID
NULL
Local Call
Arrived
route ID +
trunk ID
CDN
DNIS
CLID
248
Symposium Call Center Server
April 2004
Data dictionary
Call event
Source
Destination
Associated data
Event data
Local Call
NACD Out
NULL
destination site
name
NULL
NULL
Local Call
Networked Out
(NSBR option)
application
ID
destination site
name
NULL
NULL
Local Call
Released
NULL
NULL
“for normal call ““NORM””;
for transferred/
conferenced call ““TRANF/CONF +
intercall ID”””
NULL
NACD Call
Answered
NACD DN
agent ID
NULL
NULL
NACD Call On
Hold
NULL
NULL
NULL
NULL
NACD Call
Released
NACD DN
Application ID
(if applicable)
“for normal NACD
NULL
call - ““NORM””;
for transferred call ““TRANF + intercall
ID”””
NACD Call
Restored
NULL
NULL
NULL
NULL
Network Call
Abandoned
(NSBR option)
application
ID
NULL
NULL
NULL
Network Call
Answered
(NSBR option)
NULL
NULL
skillset ID
time answered minus
time queued
Network Call
Arrived (NSBR
option)
route ID +
trunk ID
CDN
DNIS
CLID
Historical Reporting and Data Dictionary
249
Data dictionary
Standard 1.0
Call event
Source
Destination
Associated data
Event data
Network Call
Dequeued
(NSBR option)
skillset ID
NULL
NULL
dequeue reason
Network Call
Queued (NSBR
option)
remote
application
ID + remote
site ID
skillset ID
local application ID
first time queued?
YES or NO
Network Call
NULL
Released (NSBR
option)
NULL
NULL
NULL
Network Out
destination
Call Abandoned site name
At Remote Node
(NSBR option)
NULL
NULL
time abandoned
minus time arrived
destination
Network Out
Call Answered site name
At Remote Node
(NSBR option)
NULL
NULL
time answered minus
time arrived
Network Out
Call Reached
Non ISDN
(NSBR option)
NULL
NULL
NULL
NULL
Network Out
Call Released At
Remote Node
(NSBR option)
NULL
NULL
NULL
Play Prompt
(Meridian 1/
NULL
NULL
voice file name +
language ID
route ID
NULL
Succession
1000 switch)
250
Symposium Call Center Server
April 2004
Data dictionary
Call event
Source
Destination
Associated data
Event data
Play Prompt
Ended
(Meridian 1/
NULL
NULL
NULL
duration time
Query Host Info NULL
NULL
Host Name
NULL
Queued To
Agent
agent ID
call priority
NULL
Succession
1000 switch)
Application
ID (if
applicable)
Queued To
application
Network Skillset name
remote site name NULL
and skillset name
first time queued?
YES or NO
Queued To
Skillset
Application
ID (if
applicable)
skillset ID
call priority
first time queued?
YES or NO
Returned From
IVR
(Meridian 1/
IVR queue ID application ID
NULL
NULL
Returned To
Skillset
agent ID
NULL
return to queue reason NULL
Send Info To
Host
NULL
NULL
Host Name
NULL
Script Handed
Off
source
application
ID
destination
application ID
NULL
NULL
Succession
1000 switch)
Historical Reporting and Data Dictionary
251
Data dictionary
Standard 1.0
eIVRPortLoginStat view
Introduction
Interactive Voice Response (IVR) port—or voice port—logon and logoff
statistics provide detailed information on how an IVR port’s time is distributed
while in service and out of service.
Requirements
Define IVR ports on Symposium Call Center Server.
Configure the server to collect IVR port statistics (see the Administrator’s
Guide).
Note: Statistics are collected for all IVR ports; you cannot configure the
system to collect statistics for selected ports.
Database view
eIVRPortLoginStat
Field descriptions
Event Type
A unique identifier for an IVR port event.
Valid values:
login (LI)
logout (LO)
Type: char
Length: 2
252
Symposium Call Center Server
April 2004
Data dictionary
IVRPortID
Description: A unique number to identify an IVR port, which is assigned by the
server when the voice port is defined.
Type: varchar
Length: 30
Site
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Time
Description: The time when the data was pegged.
Type: char
Length: 8
Timestamp
Description: The date and time when the event occurred.
Type: datetime
Length: 8
Historical Reporting and Data Dictionary
253
Data dictionary
Standard 1.0
eNetCallByCallStat views
Introduction
The eNetCallByCallStat views provide detailed information for call events that
occurred at the destination site. The database for these statistics is located on the
Network Control Center (NCC). These statistics, combined with call-by-call
statistics, allow you to trace a network Symposium Call Center Server call
during the selected interval.
Notes:
254
To populate the eNetCallByCallStat view, Symposium Call Center Server
regularly copies data from the eCallByCallStat views at the destination
server to the eNetCallByCallStat view at the NCC. If your servers are in
different time zones, you can convert destination site times to source site
times before writing them to the eNetCallByCallStat view. (To do so,
ensure that Time Zone Relative to GMT is configured correctly in the
parameters for each site.) This makes tracking a call easier.
For example, a call may arrive at the source at 13:00:00 local time and be
answered at the destination 5 seconds later, at 14:00:05 local time. If Time
Zone Relative to GMT is configured correctly for both sites, the answer
time is pegged as 13:00:05 in the eNetCallByCallStat view, and the events
appear in chronological order, regardless of time zone.
Server times are not synchronized automatically. If server times are
unsynchronized, events may appear in the wrong order. For example, if the
source site clock is several seconds behind the destination site clock, a call
may arrive at the source site at 13:15:05 and be answered at the destination
site at 13:14:57.
Furthermore, if the administrator at the destination site wants to generate a
report containing that call, he or she may request a report for the interval
from 13:00 to 13:15. However, the call will not appear in the report. It will
be included in reports for the interval during which it was networked out
from the source site (that is, 13:15 to 13:30).
Changing the Time Zone Relative to GMT for a site (for example, for a
change to or from daylight saving time) affects pegging of calls that have
been networked out but not answered. All events at the source site are
Symposium Call Center Server
April 2004
Data dictionary
pegged with the old time, and all events at the destination site are pegged
with the new time.
Enabling network call-by-call statistics collection
To enable the collection of network call-by-call statistics for an application,
configure the application for network call-by-call statistics collection at the
source site (see the Administrator’s Guide).
Note: Statistics are collected at the destination site, regardless of the
configuration of call-by-call statistics collection at that site.
If you change the call-by-call statistics collection option at the source site, the
change is effective only for calls arriving after the change is propagated through
the network. Propagation can take several minutes.
Restrictions
The amount of data generated for call-by-call statistics is very large, and the
time required to generate a report using call-by-call statistics is much longer
than the time required to generate a report using summarized statistics.
Field descriptions
Associated Data
Description: Associated data is information associated with a specific event,
such as
the other extension, trunk ID, or outside phone number associated with a
call that was conferenced with another party, transferred to another
party, or put on hold while another call was placed
the DNIS number for an incoming call
Type: varchar
Length: 40
Historical Reporting and Data Dictionary
255
Data dictionary
Standard 1.0
CallEvent
Description: A unique identifier for the type of call event.
Type: int
Length: 4
CallEventName
Description: The type of call event. For a complete list of call events that can
be collected, refer to “Call events” on page 243.
Type: varchar
Length: 80
CallID
Description: A unique number to identify a network call, as assigned by the
server.
Note: SQL does not support signed integers. Therefore, call IDs can appear
negative in the database views.
Type: int
Length: 4
Destination
Description: The location where a call was directed during an event. The
destination could be identified by a dialed number, trunk ID, agent ID, skillset
ID, application ID, IVR queue ID or name, or site ID, for example.
Type: varchar
Length: 40
EventData
Description: The information related to or generated by this event. The data
could be a PIN entered by the caller in response to the collect digits command;
or an ANI, CLID, site ID, or activity code; or reasons for the event.
Type: varchar
Length: 40
256
Symposium Call Center Server
April 2004
Data dictionary
Site
Description: The name of the source Symposium Call Center Server site, as
assigned during installation.
Type: varchar
Length: 30
Source
Description: The location of this call before this event occurred. The source
could be identified by a dialed number, trunk ID, agent ID, skillset ID,
application ID, IVR queue ID or name, or site ID, for example.
SourceSiteID
Description: A unique number that identifies the switch on the network, as
received from the switch.
Note: SQL does not support signed integers. Therefore, site IDs can appear
negative in the database views.
Type: int
Length: 4
TelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
Time
Description: The time when the event occurred. If Time Zone Relative to GMT
is configured correctly for the source and destination sites, this time is in the
time zone of the source site.
Type: char
Length: 8
Historical Reporting and Data Dictionary
257
Data dictionary
Standard 1.0
Timestamp
Description: The date and time when the data was pegged. The time is in the
time zone of the source site.
Type: datetime
Length: 8
Call events
The following table lists the call event types and the field contents for each one:
Call event
Source
Destination
Associated data
Event data
Call Answered
At IVR Queue
(Meridian 1/
NULL
IVR queue ID + NULL
IVR port ID
NULL
Call Block By
ATB
route ID
NULL
NULL
NULL
Call
Conferenced
source agent
ID
target agent ID
intercall ID
time conference
complete minus time
conference start
Call
Conferenced At
IVR Queue
(Meridian 1/
IVR port ID
NULL
NULL
NULL
NULL
NULL
intercall ID
dialed number
Succession
1000 switch)
Succession
1000 switch)
Call Consult
Initiated
(Meridian 1/
Succession
1000 switch)
258
Symposium Call Center Server
April 2004
Call event
Data dictionary
Source
Call Entered IVR application
Queue
ID
(Meridian 1/
Destination
Associated data
Event data
IVR queue ID
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
Succession
1000 switch)
Call Not Treated IVR queue ID NULL
At IVR Queue
(Meridian 1/
Succession
1000 switch)
Call On Hold
NULL
Call On Hold At IVR port ID
IVR Port
(Meridian 1/
Succession
1000 switch)
Call Presented
NULL
agent ID
NULL
NULL
Call Priority
Changed At
Skillset
skillset ID
NULL
new call priority
NULL
Call Restored
NULL
NULL
NULL
NULL
Call Restored At IVR port ID
IVR Port
NULL
NULL
NULL
Call Terminated IVR port ID
At IVR Queue
(Meridian 1/
NULL
NULL
NULL
target agent ID
intercall ID
time transfer
complete minus time
transfer start
Succession
1000 switch)
Call Transferred source agent
ID
Historical Reporting and Data Dictionary
259
Data dictionary
Call event
Standard 1.0
Source
Destination
Associated data
Event data
NULL
NULL
NULL
Dequeued From skillset ID
Network Skillset
(NSBR option)
NULL
NULL
dequeue reason
Digit Collection NULL
(DMS/MSL-100
switch)
NULL
NULL
NULL
Digit Collection NULL
Ended
NULL
digits collected
duration time
Give Broadcast
application
ID
IVR queue ID
NULL
NULL
Give Broadcast
Completed
application
ID
IVR queue ID
NULL
duration time
Give Default
application
ID
NULL
NULL
default CDN
Give Force Busy application
ID
NULL
NULL
NULL
Give Force
Disconnect
application
ID
NULL
NULL
NULL
Give Force
Overflow
application
ID
NULL
NULL
NULL
Give IVR
application
ID
NULL
IVR queue ID
NULL
Give Music
application
ID
route ID
NULL
NULL
Give Music
Completed
route ID
application ID
NULL
duration time
Call Transferred IVR port ID
At IVR Queue
(Meridian 1/
Succession
1000 switch)
260
Symposium Call Center Server
April 2004
Data dictionary
Call event
Source
Destination
Associated data
Event data
Give NACD
application
ID
NACD DN
NULL
NULL
Give RAN
application
ID
route ID
NULL
NULL
Give RAN
Completed
route ID
application ID
NULL
duration time
Give Ringback
NULL
NULL
NULL
NULL
Give Route Call application
ID
NULL
NULL
NULL
Give Silence
NULL
NULL
NULL
NULL
Handed Over to
Network Script
Application
(NSBR option)
CDN
Application ID
NULL
“for normal call ““NORM””;
for transferred/
conferenced call ““TRANF/CONF”””
Host Response
NULL
NULL
Host Name
NULL
Network Call
Abandoned
application
ID
NULL
NULL
NULL
Network Call
Answered
NULL
NULL
skillset ID
time answered minus
time queued
Network Call
Arrived
route ID +
trunk ID
CDN
DNIS
CLID
Network Call
Dequeued
skillset ID
NULL
NULL
dequeue reason
Network Call
Queued
remote
application
ID + remote
site ID
skillset ID
local application ID
first time queued?
YES or NO
Network Call
Released
NULL
NULL
NULL
NULL
Historical Reporting and Data Dictionary
261
Data dictionary
Standard 1.0
Call event
Source
Destination
Associated data
Event data
Play Prompt
(Meridian 1/
NULL
NULL
NULL
voice file name +
language ID
NULL
NULL
NULL
duration time
Query Host Info NULL
NULL
Host Name
NULL
Queued To
Agent
Application
ID (if
applicable)
agent ID
call priority
NULL
Queued To
Skillset
Application
ID (if
applicable)
skillset ID
call priority
first time queued?
YES or NO
Returned From
IVR
(Meridian 1/
IVR queue ID application ID
NULL
NULL
Returned To
Skillset
agent ID
NULL
return to queue reason NULL
Send Info To
Host
NULL
NULL
Host Name
NULL
Script Handed
Off
source
application
ID
destination
application ID
NULL
NULL
Succession
1000 switch)
Play Prompt
Ended
(Meridian 1/
Succession
1000 switch)
Succession
1000 switch)
262
Symposium Call Center Server
April 2004
Data dictionary
Section C: Configuration views
In this section
Overview of configuration views
265
AccessRights view
266
ActivityCode view
270
Agent view
271
Application view
277
ApplicationByScript view
279
ApplicationThresholdTemplate view
282
CDN view
284
CodeToMessage view
286
DNIS view
287
DNISThresholdTemplate view
289
Formula view
290
HistoricalStatCollection view
292
HistoricalStatDuration view
296
HistoricalStatStorage view
298
IVRPort view
300
IVRQueue view
302
IVRThresholdTemplate view
304
NCCConfig view
306
NCCNetworkSkillset view
307
NCCRanking view
310
NCCRemoteApplication view
312
NCCSite view
314
NetworkConfig view
316
Historical Reporting and Data Dictionary
263
Data dictionary
264
Standard 1.0
NetworkRankingAssignment view
317
NetworkSkillsetStatus view
320
NetworkThresholdTemplate view
322
PhonesetDisplay view
324
Ranking view
325
RealTimeColumn view
327
RealTimeStatCollection view
329
RealTimeTemplate view
333
RemoteApplication view
335
Route view
337
RouteThresholdTemplate view
339
ScheduledSkillsetAssignment view
341
ScheduledSupervisorAssignment view
344
Script view
347
ScriptVariableProperties view
349
ScriptVariables view
351
Site view
353
Skillset view
355
SkillsetByAgent view
359
SkillsetByAssignment view
361
SkillsetThresholdTemplate view
364
SummaryThresholdTemplate view
366
Supervisor view
368
SupervisorAgentAssignment view
372
SupervisorByAssignment view
374
SwitchPort view
377
TargetSwitchComm view
379
UserTemplate view
381
UserThresholdTemplate view
384
Views view
386
Symposium Call Center Server
April 2004
Data dictionary
Overview of configuration views
Introduction
Configuration data describes the configuration of your server.
Database views
Configuration data is accessible through database views. A database view is a
logical representation of the database, which is used to organize the information
in the database for your use.
Historical Reporting and Data Dictionary
265
Data dictionary
Standard 1.0
AccessRights view
Introduction
This view lists all desktop users and their access levels.
Field descriptions
Comment
Description: The comments defined on the General – Access Class Properties
property page, if any.
Type: varchar
Length: 127
CreateDeleteAccess
Description: Shows whether the user can add or remove objects of this type.
Type: char
Length: 1
CreateDeleteAgentAccess
Description: Shows whether the user can add or remove agents.
Type: char
Length: 1
CreateDeleteAllAgentAccess
Description: Shows whether the user can add or remove all agents.
Type: char
Length: 1
ExecuteAccess
Description: Shows whether the user can run objects of this type.
Type: char
Length: 1
266
Symposium Call Center Server
April 2004
Data dictionary
ExecuteAgentAccess
Description: Shows whether the user can run objects of this type to process his
or her reporting or associated agents.
Type: char
Length: 1
ExecuteAllAgentAccess
Description: Shows whether the user can run objects of this type for all agents.
Type: char
Length: 1
GivenName
Description: The desktop user’s first or given name, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
GroupName
Description: The access class to which the desktop user belongs.
Type: varchar
Length: 40
ObjectKey
Description: A unique identifier for a function for which the user has been
assigned access rights.
Type: varchar
Length: 40
ObjectName
Description: A function for which the user has been assigned access rights.
Type: varchar
Length: 40
Historical Reporting and Data Dictionary
267
Data dictionary
Standard 1.0
PCLoginName
Description: The desktop user’s userid, defined on the Desktop – User
Properties property page.
Type: varchar
Length: 30
ReadAccess
Description: Shows whether the user has view access for this function.
Type: char
Length: 1
ReadAgentAccess
Description: Shows whether the user has view access for his or her reporting or
associated agents.
Type: char
Length: 1
ReadAllAgentAccess
Description: Shows whether the user has view access for all agents.
Type: char
Length: 1
SurName
Description: The desktop user’s last or surname, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
WriteAccess
Description: Shows whether the user has modify access for this function.
Type: char
Length: 1
268
Symposium Call Center Server
April 2004
Data dictionary
WriteAgentAccess
Description: Shows whether the user has modify access for his or her agents.
Type: char
Length: 1
WriteAllAgentAccess
Description: Shows whether the user has modify access for all agents.
Type: char
Length: 1
Historical Reporting and Data Dictionary
269
Data dictionary
Standard 1.0
ActivityCode view
Introduction
This view lists all of the activity codes and their assigned names.
Field descriptions
ActivityCode
Description: The number assigned to the activity code on the Activity Code
Properties property sheet.
Type: nvchar
Length: 32
Name
Description: The name assigned to the activity code on the Activity Code
Properties property sheet.
Type: varchar
Length: 30
270
Symposium Call Center Server
April 2004
Data dictionary
Agent view
Introduction
This view lists agents and their properties.
Field descriptions
AlternateCallAnswer
Description: Meridian 1/Succession 1000 switch only. Shows whether the
agent can put a DN call on hold to answer an incoming call. This option is
defined for the call presentation class to which the agent belongs.
Type: char
Length: 1
CallForceOption
Description: Meridian 1/Succession 1000 switch only. Shows whether the call
force option is enabled for the call presentation class to which this agent
belongs.
Type: char
Length: 1
CallForceDelayTimer
Description: Meridian 1/Succession 1000 switch only. The time that elapses
before a call is automatically presented to an agent. This option is defined for the
call presentation class to which the agent belongs.
Type: int
Length: 4
Comment
Description: The comments defined on the General – User Properties property
page, if any.
Type: varchar
Length: 127
Historical Reporting and Data Dictionary
271
Data dictionary
Standard 1.0
Department
Description: The department to which the agent belongs, as defined on the
General – User Properties property page.
Type: varchar
Length: 64
GivenName
Description: The agent’s first or given name, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
NROSDN
Description: DMS/MSL-100 switch only. Shows whether the agent can receive
calls while active on an outgoing call on his or her secondary DN.
Type: char
Length: 1
PersonalDN
Description: Meridian 1/Succession 1000 switch only. The agent’s personal DN
(if any), as defined on the Phoneset – User Properties page.
Type: varchar
Length: 32
ReturnToQueueMode
Description: The mode of the agent’s phoneset after returning a call to the
queue.
Type: varchar
Length: 80
ReturnToQueueOnNoAnswer
Description: Shows whether unanswered calls are returned to the queue.
Type: char
Length: 1
272
Symposium Call Center Server
April 2004
Data dictionary
ReturnToQueueWaitInterval
Description: The time before an unanswered call is returned to the queue.
Type: smallint
Length: 2
SecondaryDN
Description: DMS/MSL-100 switch only. The secondary DN configured on the
phoneset at which the agent is logged on.
Type: varchar
Length: 16
SurName
Description: The agent’s last or surname, as defined on the General – User
Properties property page.
Type: varchar
Length: 64
SwitchID
Description: The switch ID of the phoneset at which the agent is logged on,
received from the switch.
Type: int
Length: 4
SwitchPortAddress
Description: The switch port address of the phoneset at which the agent is
logged on, received from the switch.
Type: varchar
Length: 30
SwitchPortName
Description: The switch port name of the phoneset at which the agent is logged
on, as received from the switch.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
273
Data dictionary
Standard 1.0
TelsetLoginID
Description: The numeric ID that the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
TelsetShowReserve
Description: NSBR option only. Shows whether an agent’s phoneset can show
that the agent is reserved for a network call.
Type: char
Length: 1
TemplateID
Description: A unique ID for the agent’s call presentation class, assigned when
the call presentation class is added. The call presentation class is assigned to the
agent on the Call Presentation property page. It determines how calls are
presented to the agent.
Type: varchar
Length: 30
TemplateName
Description: The call presentation class assigned to the agent on the Call
Presentation property page. The call presentation class determines how calls are
presented to the agent.
Type: varchar
Length: 30
ThresholdTemplateID
Description: A unique ID for the agent’s threshold class, assigned when the
threshold class is added. The threshold class is assigned to the agent on the
Threshold Class – User Properties property page.
Type: varchar
Length: 30
274
Symposium Call Center Server
April 2004
Data dictionary
ThresholdTemplateName
Description: The threshold class assigned to the agent on the Threshold Class –
User Properties property page.
Type: varchar
Length: 30
Title
Description: The agent’s title, as defined on the General – User Properties
property page.
Type: varchar
Length: 64
UnionBreakTimer
Description: Meridian 1/Succession 1000 switch only. The length of the break
period allowed between calls. This option is defined for the call presentation
class to which the agent belongs.
Type: smallint
Length: 2
UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
VariableWrap
Description: DMS/MSL-100 switch only. Shows whether the agent will be put
into Variable Wrap state after a call. Calls will not be presented to agents while
they are in Variable Wrap state. This option is defined for the call presentation
class to which the agent belongs.
Type: char
Length: 1
Valid values:
0 (variable wrap configured with an interval of 0)
Historical Reporting and Data Dictionary
275
Data dictionary
276
Standard 1.0
1 (variable wrap configured with an interval greater than zero)
2 (release guard configured)
Symposium Call Center Server
April 2004
Data dictionary
Application view
Introduction
The Application view lists all applications (Master and primary scripts) and their
service level. The view also indicates whether the server collects call-by-call
statistics for the application.
Field descriptions
ApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4
CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Call by Call – Historical Statistic Configuration
property page.
Type: tinyint
Length: 1
Name
Description: The name of the application, as defined on the General –
Application Properties property page.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
277
Data dictionary
Standard 1.0
TemplateID
Description: A unique ID for the application’s threshold class, assigned when
the threshold class is added. The threshold class is assigned to the agent on the
Threshold Class – User Properties property page.
Type: int
Length: 4
278
Symposium Call Center Server
April 2004
Data dictionary
ApplicationByScript view
Introduction
The ApplicationByScript view describes the relationship between application
scripts.
Parent script: definition
A parent script is any script that directs a call to another secondary script.
Child script: definition
A child script is a secondary script to which a primary script or another
secondary script directs a call.
Field descriptions
ChildComment
Description: Not used in this version.
Type: varchar
Length: 80
ChildName
Description: The name of the referenced script.
Type: varchar
Length: 30
ChildStatus
Description: The status of the referenced script.
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
279
Data dictionary
Standard 1.0
ChildUserFirstName
Description: The first or given name of the user who created the referencing
script.
Type: varchar
Length: 30
ChildUserLastName
Description: The family or surname of the user who created the referencing
script.
Type: varchar
Length: 30
ParentComment
Description: Not used in this version.
Type: varchar
Length: 80
ParentName
Description: The name of the referencing script.
Type: varchar
Length: 30
ParentStatus
Description: The status of the referencing script.
Type: varchar
Length: 80
ParentUserFirstName
Description: The first or given name of the user who created the referencing
script.
Type: varchar
Length: 30
280
Symposium Call Center Server
April 2004
Data dictionary
ParentUserLastName
Description: The family or surname of the user who created the referencing
script.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
281
Data dictionary
Standard 1.0
ApplicationThresholdTemplate view
Introduction
The ApplicationThresholdTemplate view lists your application threshold classes
and their threshold levels.
Note: This view supersedes the ApplicationTemplate view.
Field descriptions
Field
Description: A field for which a threshold is defined in the threshold class to
which the application belongs.
Type: varchar
Length: 80
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
Name
Description: The name of the threshold class to which this application belongs.
Type: varchar
Length: 30
282
Symposium Call Center Server
April 2004
Data dictionary
ServiceLevelThreshold
Description: The service level threshold for the threshold class.
Type: int
Length: 4
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
283
Data dictionary
Standard 1.0
CDN view
Introduction
The CDN view lists the CDNs and their assigned names and statuses.
Field descriptions
Acquire
Description: Shows whether there is a request to acquire the CDN.
Type: char
Length: 1
CDN
Description: The number assigned to the CDN on the CDN Properties property
sheet.
Type: varchar
Length: 7
Name
Description: The name assigned to the CDN on the CDN Properties property
sheet.
Type: varchar
Length: 30
Status
Description: The status of the CDN.
Type: varchar
Length: 80
284
Symposium Call Center Server
April 2004
Data dictionary
Type
Description: The call type.
Valid values:
Local
Network
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
285
Data dictionary
Standard 1.0
CodeToMessage view
Introduction
This view is used internally by the program.
Field descriptions
Category
Description: A system-defined classification for the status code.
Type: varchar
Length: 30
Code
Description: The numeric status code value.
Type: int
Length: 4
Msg
Description: The corresponding message text.
Type: varchar
Length: 80
286
Symposium Call Center Server
April 2004
Data dictionary
DNIS view
Introduction
The DNIS view lists the DNIS numbers and their properties.
Field descriptions
DNIS
Description: A unique number used to identify a DNIS, which is assigned by
the server when the DNIS is defined.
Type: varchar
Length: 16
DNIS_PREFIX
Description: Stores the prefix of a DNIS number. It allows you to sort, filter,
and report on individual DNIS 800 numbers.
Type: varchar
Length: 16
Name
Description: The name of a DNIS, as defined on the DNIS Properties property
sheet.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for the DNIS, as defined on the DNIS
Properties property sheet.
Type: int
Length: 4
Historical Reporting and Data Dictionary
287
Data dictionary
Standard 1.0
TemplateID
Description: A unique identifier for the threshold class assigned to this DNIS.
The system contains a single, system-defined DNIS threshold class.
Type: int
Length: 4
288
Symposium Call Center Server
April 2004
Data dictionary
DNISThresholdTemplate view
Introduction
The DNISThresholdTemplate view provides information about the DNIS
threshold class. The system contains a single, system-defined threshold class.
Field descriptions
Name
Description: The system-defined name of the threshold class.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for the threshold class.
Type: int
Length: 4
TemplateID
Description: The system-defined unique identifier for the threshold class.
Type: int
Length: 4
Historical Reporting and Data Dictionary
289
Data dictionary
Standard 1.0
Formula view
Introduction
The Formula view lists all of the customized formulas and their definitions. You
can use formulas to create customized real-time statistics fields by combining
existing statistics fields with mathematical operators.
Field descriptions
Class
Description: The class to which the formula belongs.
Type: varchar
Length: 80
Comment
Description: Additional information about the formula (if any), as defined on
the Formula Properties property sheet.
Type: varchar
Length: 127
Definition
Description: The standard formulas used to create the custom formula.
Type: varchar
Length: 255
Format
Description: The display format for the formula
Type: varchar
Length: 80
290
Symposium Call Center Server
April 2004
Data dictionary
FormulaID
Description: A unique identifier for a formula, which is assigned by the server
when the formula is added.
Type: int
Length: 4
Name
Description: The name of the formula.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
291
Data dictionary
Standard 1.0
HistoricalStatCollection view
Introduction
The HistoricalStatCollection view lists all of the data types Symposium Call
Center Server can collect and, for each one, indicates whether it is selected.
Field descriptions
ActivityCode
Description: Shows whether statistics in the activity code statistics group will
be collected.
Type: char
Length: 1
AgentByApplication
Description: Shows whether statistics in the agent by application statistics
group will be collected.
Type: char
Length: 1
AgentLogin
Description: Shows whether statistics in the agent logon and logoff statistics
group will be collected.
Type: char
Length: 1
AgentPerformance
Description: Shows whether statistics in the agent performance statistics group
will be collected.
Type: char
Length: 1
292
Symposium Call Center Server
April 2004
Data dictionary
Application
Description: Shows whether statistics in the application statistics group will be
collected.
Type: char
Length: 1
CDN
Description: Shows whether statistics in the CDN statistics group will be
collected.
Type: char
Length: 1
DNIS
Description: Shows whether statistics in the DNIS statistics group will be
collected.
Type: char
Length: 1
IVR
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR statistics group will be collected.
Type: char
Length: 1
IVRPort
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR port statistics group will be collected.
Type: char
Length: 1
Historical Reporting and Data Dictionary
293
Data dictionary
Standard 1.0
IVRPortLogin
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the IVR port login and logout statistics group will be collected.
Type: char
Length: 1
NetworkCall
Description: NSBR option only. Shows whether statistics in the network call
statistics group will be collected.
Type: char
Length: 1
NetworkOutCall
Description: NSBR option only. Shows whether statistics in the network outcall
statistics group will be collected.
Type: char
Length: 1
RANMusicRoute
Description: Shows whether statistics in the RAN/Music route statistics group
will be collected.
Type: char
Length: 1
Route
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the route statistics group will be collected.
Type: char
Length: 1
294
Symposium Call Center Server
April 2004
Data dictionary
Skillset
Description: Shows whether statistics in the skillset statistics group will be
collected.
Type: char
Length: 1
SkillsetByAgent
Description: Shows whether statistics in the agent by skillset statistics group
will be collected.
Type: char
Length: 1
SkillsetState
Description: Not used in this version.
Trunk
Description: Meridian 1/Succession 1000 switch only. Shows whether statistics
in the trunk statistics group will be collected.
Type: char
Length: 1
Historical Reporting and Data Dictionary
295
Data dictionary
Standard 1.0
HistoricalStatDuration view
Introduction
The HistoricalStatDuration view shows the length of time the server keeps
statistics for each collection period and event type.
Field descriptions
BusinessDaysPerWeek
Description: The number of business days per week for which the system
collects historical statistics data.
Type: smallint
Length: 2
BusinessHoursPerDay
Description: The number of hours per business day that the system collects
historical statistics data.
Type: smallint
Length: 2
DaysofAgentLogin
Description: The number of days agent logon statistics are stored by the
system.
Type: smallint
Length: 2
DaysOfCallByCall
Description: The number of days call-by-call statistics are stored by the system.
Type: smallint
Length: 2
296
Symposium Call Center Server
April 2004
Data dictionary
DaysOfDaily
Description: The number of days daily statistics are stored by the system.
Type: smallint
Length: 2
DaysOfInterval
Description: The number of days interval statistics are stored by the system.
Type: smallint
Length: 2
DaysofIVRPortLogin
Description: Meridian 1/Succession 1000 switch only. The number of days IVR
port logon statistics are stored by the system.
Type: smallint
Length: 2
DaysOfSkillsetState
Description: Not used in this version.
FirstDayOfWeek
Description: The day defined as the first day of the business week. This is the
day that weekly statistics are cumulated for the previous week.
Type: varchar
Length: 80
MonthsOfMonthly
Description: The number of months monthly statistics are stored by the system.
Type: smallint
Length: 2
WeeksOfWeekly
Description: The number of weeks weekly statistics are stored by the system.
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
297
Data dictionary
Standard 1.0
HistoricalStatStorage view
Introduction
The HistoricalStatStorage view describes the amount of disk space allocated to
store historical data. Space allocation depends upon the size of the disk drive.
Where properties are defined
Historical Statistics Storage Properties are defined on the Historical Statistics
Configuration property page.
Field descriptions
Configured
Description: The value configured for this parameter on the Historical Statistics
Configuration property sheet.
Type: int
Length: 4
Parameter
Description: The name of the parameter.
Type: varchar
Length: 80
Purchased
Description: The purchased value for this parameter.
Type: int
Length: 4
298
Symposium Call Center Server
April 2004
Data dictionary
System
Description: The measured value for this parameter. This is the number
currently in use on the system. For example, if the system value for the Active
Agents is 3, then 3 agents are currently logged on.
Type: int
Length: 4
Historical Reporting and Data Dictionary
299
Data dictionary
Standard 1.0
IVRPort view
Introduction
Meridian 1/Succession 1000 switch only. The IVRPort view lists the voice
ports. For each port, it provides the switch configuration information.
Field descriptions
Acquire
Description: Shows whether there is a request to acquire the voice port.
Type: char
Length: 1
IVRPortID
Description: A unique identifier for the voice port, which is assigned by the
server when the port is added.
Type: varchar
Length: 16
IVRQueueID
Description: The threshold class to which the IVR queue is assigned.
Type: varchar
Length: 7
Name
Description: The name of the voice port, as defined on the Voice Port Properties
property page.
Type: varchar
Length: 30
300
Symposium Call Center Server
April 2004
Data dictionary
Status
Description: The status of the voice port.
Type: varchar
Length: 80
SwitchID
Description: The switch ID of an IVR port, as received from the switch.
Type: int
Length: 4
SwitchPortAddress
Description: The switch address of the IVR port, as received from the switch.
Type: varchar
Length: 40
SwitchPortName
Description: The name assigned to the IVR port on the switch, as received from
the switch.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
301
Data dictionary
Standard 1.0
IVRQueue view
Introduction
Meridian 1/Succession 1000 switch only. The IVRQueue view lists the IVR
ACD-DNs and their properties.
Field descriptions
Acquire
Description: Shows whether there is a request to acquire the IVR ACD-DN.
Type: char
Length: 1
IVRQueueID
Description: A unique identifier for the IVR ACD-DN, which is assigned by
the server when the IVR ACD-DN is added.
Type: varchar
Length: 7
Name
Description: The name of the IVR ACD-DN, as defined on the IVR ACD-DN
Properties property page.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for the threshold class to which the
IVR ACD-DN belongs.
Type: int
Length: 4
302
Symposium Call Center Server
April 2004
Data dictionary
Status
Description: The status of the IVR ACD-DN.
Type: varchar
Length: 80
TemplateID
Description: The name of the threshold class to which the IVR ACD-DN
belongs.
Type: int
Length: 4
Historical Reporting and Data Dictionary
303
Data dictionary
Standard 1.0
IVRThresholdTemplate view
Introduction
Meridian 1/Succession 1000 switch only. The IVRThresholdTemplate view lists
the IVR threshold classes and their threshold levels.
Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
304
Symposium Call Center Server
April 2004
Data dictionary
Name
Description: The name of the IVR threshold class.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
305
Data dictionary
Standard 1.0
NCCConfig view
Introduction
NCC option only. The NCCConfig view is not used in this version.
Field descriptions
NumBestNodes
Description: Not used in this version.
Type: int
Length: 4
StaleDataRatio
Description: Not used in this version.
Type: int
Length: 4
UpdateRate
Description: Not used in this version.
Type: int
Length: 4
306
Symposium Call Center Server
April 2004
Data dictionary
NCCNetworkSkillset view
Introduction
NCC option only. The NCCNetworkSkillset view lists all the network skillsets
and, for each one, indicates the routing table method being utilized for the
network skillset.
A routing table defines how calls are queued to the sites on the network. Each
site has a routing table for each network skillset at that site. When you create a
network skillset, you choose the routing table type for that skillset. Two types of
routing tables are available.
Round robin
The server queues the first call to the first, second, and third site in the routing
table for the network skillset. When an agent becomes available at one of these
sites, the server reserves the agent, and the call is presented to the agent.
When the second call arrives, the server queues it to the second, third, and fourth
site in the routing table. When the third call arrives, the server queues it to the
third, fourth, and fifth site—and so on.
This type of routing table distributes calls most evenly among the sites.
Sequential
Whenever a call arrives, the server queues it to the first three sites in the routing
table. When an agent becomes available at one of these sites, the server reserves
the agent, and the call is presented to the agent.
This type of routing table minimizes the number of trunks used to network calls.
Historical Reporting and Data Dictionary
307
Data dictionary
Standard 1.0
Field descriptions
Comment
Description: Additional information about the network skillset, as defined on
the Skillset Properties property page, if any.
Type: int
Length: 4
IdleAgentsPriority
Description: Not used in this release.
Type: smallint
Length: 2
NetworkSkillset
Description: The name of the network skillset, as defined on the Skillset
Properties property sheet.
Type: varchar
Length: 30
NetworkSkillsetID
Description: A unique identifier for the network skillset, as defined when the
network skillset is added.
Type: int
Length: 4
UseBestNode
Description: Not used in this release.
Type: char
Length: 1
UseRoundRobin
Description: The routing table method used for the network skillset.
Type: char
Length: 1
308
Symposium Call Center Server
April 2004
Data dictionary
Valid values:
0 (sequential)
1 (round robin)
Historical Reporting and Data Dictionary
309
Data dictionary
Standard 1.0
NCCRanking view
Introduction
NCC option only. The NCCRanking view provides a listing of the sites in your
network. For each site, it lists the networked skillsets at that site. For each
skillset, it lists the possible destination sites and their ranking preference. The
ranking preference determines the destination site to which skillset calls are
routed.
Field descriptions
DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4
DstSiteName
Description: The name of a site to which calls for the network skillset can be
routed.
Type: varchar
Length: 30
NetworkSkillsetID
Description: The unique identifier for a network skillset, assigned when the
skillset is configured on the NCC.
Type: int
Length: 4
NetworkSkillsetName
Description: The name of a network skillset defined on the source site.
Type: varchar
Length: 30
310
Symposium Call Center Server
April 2004
Data dictionary
Rank
Description: The ranking of the destination site in the routing table.
Type: smallint
Length: 2
SrcSiteID
Description: The unique identifier for a source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4
SrcSiteName
Description: The name of the source site.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
311
Data dictionary
Standard 1.0
NCCRemoteApplication view
Introduction
NCC option only. The NCCRemoteApplication view lists all applications
(Master and primary scripts) and their service level. The view also indicates
whether the server collects call-by-call statistics for the application.
Field descriptions
CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Historical Statistic Configuration property sheet.
Type: tinyint
Length: 1
Valid values:
0 (none)
1 (local)
2 (network)
3 (local and network)
Name
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30
RemoteApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4
312
Symposium Call Center Server
April 2004
Data dictionary
ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: int
Length: 4
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
313
Data dictionary
Standard 1.0
NCCSite view
Introduction
NCC option only. The NCCSite view lists each site in the network and, for each
one, shows its properties.
Field descriptions
Comment
Description: The comments defined on the Site Properties dialog box, if any.
Type: varchar
Length: 127
ContactNumber
Description: The phone number of the contact person.
Type: varchar
Length: 30
ContactPerson
Description: The contact person name for the site.
Type: varchar
Length: 30
Name
Description: The name of the site.
Type: varchar
Length: 30
314
Symposium Call Center Server
April 2004
Data dictionary
OutOfServiceTimer
Description: The amount of time the site is filtered from the routing table when
the maximum retry limit is reached.
Type: int
Length: 4
RelativeGMT
Description: The time difference (in hours) between GMT and the time zone in
which the site is located.
Type: int
Length: 4
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
Historical Reporting and Data Dictionary
315
Data dictionary
Standard 1.0
NetworkConfig view
Introduction
NSBR option only. This view contains the name of the NCC for the server.
Field descriptions
NCCSite
Description: The name of the NCC, as defined when the server was installed.
You can view the NCC name from the Network Communication Parameters
dialog box.
Type: varchar
Length: 30
316
Symposium Call Center Server
April 2004
Data dictionary
NetworkRankingAssignment view
Introduction
NSBR option only. The NetworkRankingAssignment view provides a listing of
the network control center (NCC) table routing assignments.
Field descriptions
AssignName
Description: The name of the table routing assignment, as defined when the
assignment was configured on the NCC.
Type: varchar
Length: 30
Comment
Description: The comments defined on the Ranking Table Properties property
sheet, if any.
Type: varchar
Length: 127
ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4
DestSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4
Historical Reporting and Data Dictionary
317
Data dictionary
Standard 1.0
DestSiteName
Description: A destination site for this network skillset, as defined in the
routing table.
Type: varchar
Length: 30
NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4
NetworkSkillsetName
Description: The name of a network skillset included in this table routing
assignment.
Type: varchar
Length: 30
Rank
Description: The ranking of the site in the routing table.
Type: smallint
Length: 2
RankingAssignID
Description: The unique identifier for the table routing assignment, as defined
when the assignment was configured on the NCC.
Type: int
Length: 4
SrcSiteID
Description: The unique identifier for the source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4
318
Symposium Call Center Server
April 2004
Data dictionary
SrcSiteName
Description: The source site for which the table routing assignment has been
defined.
Type: varchar
Length: 30
Status
Description: The current status for this table routing assignment.
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
319
Data dictionary
Standard 1.0
NetworkSkillsetStatus view
Introduction
NSBR option only. The NetworkSkillsetStatus view provides a listing of the
network skillsets and their statuses.
Field descriptions
FilterStatus
Description: Indicates whether the skillset is being filtered.
Type: smallint
Length: 2
Valid values:
11 (Server communication failure)
12 (Dialable DN has not been configured correctly)
13 (NACD package restriction at destination)
14 (Maximum number of retries reached)
15 (Trunk allocation problem, server suspended)
16 (Incompatible server versions)
any other value (Undefined)
FlowControlStatus
Description: Indicates whether the skillset is rejecting calls, because too many
calls are queued.
Type: smallint
Length: 2
Valid values:
320
0 (Off)
1 (Max Request)
2 (Out of Service)
Symposium Call Center Server
April 2004
Data dictionary
3 (Unknown Skillset)
any other value (Undefined)
NetworkSkillset
Description: The name of the network skillset.
Type: varchar
Length: 30
NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4
SiteName
Description: The destination site.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
321
Data dictionary
Standard 1.0
NetworkThresholdTemplate view
Introduction
NSBR option only. Not used in this version.
Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
Name
Description: The name of the IVR threshold class.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4
322
Symposium Call Center Server
April 2004
Data dictionary
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
323
Data dictionary
Standard 1.0
PhonesetDisplay view
Introduction
Meridian 1/Succession 1000 switch only. This view lists the configured display
types, the width of each display, and the number of rows in each display.
Field descriptions
DisplayTypeName
Description: The type of display the phoneset uses.
Valid values:
1 x 40 Alphanumeric
1 x 16 Alphanumeric
1 x 18 or 1 x 24 Alphanumeric
1 x 12 Numeric
Type: varchar
Length: 80
FieldName
Description: The name of the field displayed on the phoneset.
Type: varchar
Length: 80
Row
Description: The row in which the field appears.
Type: smallint
Length: 2
Width
Description: The display width for the field.
Type: smallint
Length: 2
324
Symposium Call Center Server
April 2004
Data dictionary
Ranking view
Introduction
NSBR option only. The Ranking view provides a listing of the sites in your
network. For each site, it lists the networked skillsets at that site. For each
skillset, it lists the possible destination sites and their ranking preference. The
ranking preference determines the destination site to which skillset calls are
routed.
Field descriptions
DstSiteID
Description: The unique identifier for a destination site, assigned when the site
is configured on the NCC.
Type: int
Length: 4
DstSiteName
Description: The name of a site to which calls for the network skillset can be
routed.
Type: varchar
Length: 30
NetworkSkillsetID
Description: A unique identifier for the network skillset, as assigned when the
network skillset was configured on the NCC.
Type: int
Length: 4
NetworkSkillsetName
Description: The name of a network skillset defined on the source site.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
325
Data dictionary
Standard 1.0
Rank
Description: The ranking of the destination site in the routing table.
Type: smallint
Length: 2
SrcSiteID
Description: The unique identifier for a source site, assigned when the site is
configured on the NCC.
Type: int
Length: 4
SrcSiteName
Description: The name of the source site.
Type: varchar
Length: 30
326
Symposium Call Center Server
April 2004
Data dictionary
RealTimeColumn view
Introduction
The RealTimeColumn view lists the real-time display definitions and their
column definitions.
Field descriptions
Column
Description: The column number of a field that appears on a real-time display
definition.
Type: smallint
Length: 2
Format
Description: The format of the column.
Valid values:
text
numeric
time
bar chart
Type: varchar
Length: 80
FormulaID
Description: A unique identifier for the formula used in this column, which is
assigned by the server when the formula is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
327
Data dictionary
Standard 1.0
Label
Description: The label of the column, as it appears on the real-time display.
Type: varchar
Length: 80
TemplateID
Description: A unique identifier for a real-time display definition, which is
assigned by the server when the real-time display definition is added.
Type: int
Length: 4
ScaleFrom
Description: For columns with bar format only. The minimum scale value to be
reported in this column.
Type: smallint
Length: 2
ScaleTo
Description: For columns with bar format only. The maximum scale value to be
reported in this column.
Type: smallint
Length: 2
328
Symposium Call Center Server
April 2004
Data dictionary
RealTimeStatCollection view
Introduction
The RealTimeStatCollection view lists the real-time statistical information you
configured Symposium Call Center Server to collect.
Moving window mode
In moving window mode, statistics shown represent the last 10 minutes of
system activity.
Interval-to-date mode
In interval-to-date mode, statistics are collected only for the current interval
(defined on the Real-time Statistics Configuration property sheet). When the
interval is over, data fields initialize to zero and collection begins for the next
interval.
Field descriptions
IntervalDuration
Description: The interval duration for collecting real-time statistics (applies
only to statistics collected in interval-to-date mode).
Type: smallint
Length: 2
IntervalStartTime
Description: The interval start time for collecting real-time statistics.
Type: char
Length: 8
Historical Reporting and Data Dictionary
329
Data dictionary
Standard 1.0
ITDAgent
Description: Shows whether agent statistics are displayed using the interval-to-
date format.
Type: char
Length: 1
ITDApplication
Description: Shows whether application statistics appear using the interval-to-
date format.
Type: char
Length: 1
ITDIVR
Description: Meridian 1/Succession 1000 switch only. Shows whether IVR
statistics appear using the interval-to-date format.
Type: char
Length: 1
ITDNetworkCall
Description: NSBR option only. Shows whether network call statistics appear
using the interval-to-date format.
Type: varchar
Length: 80
ITDNodalCall
Description: NSBR option only. Shows whether call center summary statistics
appear using the interval-to-date format.
Type: int
Length: 4
330
Symposium Call Center Server
April 2004
Data dictionary
ITDRoute
Description: Meridian 1/Succession 1000 switch only. Shows whether route
statistics appear using the interval-to-date format.
Type: varchar
Length: 80
ITDSkillset
Description: Shows whether skillset statistics appear using the interval-to-date
format.
Type: varchar
Length: 80
MinRefreshRate
Description: The minimum interval between refreshes of real-time statistics
displays.
Type: varchar
Length: 80
MWAgent
Description: Shows whether agent statistics appear using the interval-to-date
format.
Type: char
Length: 1
MWApplication
Description: Shows whether application statistics appear using the moving
window format.
Type: char
Length: 1
Historical Reporting and Data Dictionary
331
Data dictionary
Standard 1.0
MWIVR
Description: Meridian 1/Succession 1000 switch only. Shows whether IVR
statistics appear using the moving window format.
Type: char
Length: 1
MWNetworkCall
Description: NSBR option only. Shows whether network call statistics appear
using the moving window format.
Type: varchar
Length: 80
MWNodalCall
Description: NSBR option only. Shows whether call center summary statistics
appear using the moving window format.
Type: int
Length: 4
MWRoute
Description: Meridian 1/Succession 1000 switch only. Shows whether route
statistics appear using the moving window format.
Type: varchar
Length: 80
MWSkillset
Description: Shows whether skillset statistics appear using the moving window
format.
Type: varchar
Length: 80
332
Symposium Call Center Server
April 2004
Data dictionary
RealTimeTemplate view
Introduction
The RealTimeTemplate view lists the real-time display definitions and their
general properties.
Field descriptions
Class
Description: The class to which the real-time display definition belongs.
Type: varchar
Length: 80
Name
Description: The name of the real-time display definition.
Type: varchar
Length: 30
RefreshRate
Description: The refresh rate defined for the real-time display definition.
Type: int
Length: 4
TemplateID
Description: A unique identifier for a real-time display definition, which is
assigned by the server when the real-time display definition is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
333
Data dictionary
Standard 1.0
ViewMode
Description: The view mode defined for the real-time display definition.
Valid values:
Moving Window
Interval To Date
Type: varchar
Length: 80
334
Symposium Call Center Server
April 2004
Data dictionary
RemoteApplication view
Introduction
NSBR option only. The RemoteApplication view lists all applications defined in
the network except those defined at the local site.
Field descriptions
CallByCall
Description: Shows whether the collection of call-by-call statistics for this
application is enabled on the Historical Statistic Configuration property sheet.
Type: tinyint
Length: 1
Valid values:
0 (none)
1 (local)
2 (network only)
3 (local and network)
Name
Description: The name of the application, as defined on the Application
Properties property sheet.
Type: varchar
Length: 30
RemoteApplicationID
Description: The ID of the application, which is assigned by the server when
the application is defined.
Type: int
Length: 4
Historical Reporting and Data Dictionary
335
Data dictionary
Standard 1.0
ServiceLevelThreshold
Description: The service level threshold for the threshold class to which this
application belongs.
Type: int
Length: 4
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
336
Symposium Call Center Server
April 2004
Data dictionary
Route view
Introduction
Meridian 1/Succession 1000 switch only. The Route view lists the routes and
their properties.
Field descriptions
Acquire
Description: Shows whether there is a request to acquire or deacquire the route.
Type: char
Length: 1
Name
Description: The name of the route, as defined on the Route Properties property
page.
Type: varchar
Length: 30
RouteID
Description: The route number.
Type: int
Length: 4
Status
Description: The status of the route.
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
337
Data dictionary
Standard 1.0
TemplateID
Description: A unique identifier for the threshold class to which the route
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4
338
Symposium Call Center Server
April 2004
Data dictionary
RouteThresholdTemplate view
Introduction
Meridian 1/Succession 1000 switch only. The RouteThresholdTemplate view
lists the route threshold classes and their threshold levels.
Field descriptions
Field
Description: The name of the field for which a threshold is defined in the
threshold class.
Type: varchar
Length: 80
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
Historical Reporting and Data Dictionary
339
Data dictionary
Standard 1.0
Name
Description: The name of the route threshold class.
Type: varchar
Length: 30
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
340
Symposium Call Center Server
April 2004
Data dictionary
ScheduledSkillsetAssignment view
Introduction
The ScheduledSkillsetAssignment view lists agent to skillset assignments and
their properties.
Field descriptions
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4
AssignName
Description: The name of the agent to skillset assignment, as defined on the
General – Agent to Skillset Properties property page.
Type: varchar
Length: 64
Comment
Description: The comments defined on the General – Agent to Skillset
Properties property page, if any.
Type: varchar
Length: 127
ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4
Historical Reporting and Data Dictionary
341
Data dictionary
Standard 1.0
Priority
Description: The agent’s priority for this skillset.
Range: 1–48
where 1 is the highest priority and 48 is the lowest priority.
Type: tinyint
Length: 1
SkillsetID
Description: A unique identifier for the skillset to which the agent is assigned
when this assignment is run. This identifier is assigned by the server when the
skillset is added.
Type: int
Length: 4
SkillsetName
Description: The name of the skillset to which the agent is assigned when the
assignment is run, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 64
SkillsetState
Description: The current state of the skillset.
Valid values:
Standby
Active
Type: varchar
Length: 80
Status
Description: The status of the agent to skillset assignment.
Valid values:
342
Edited/Saved
Ran OK
Symposium Call Center Server
April 2004
Data dictionary
Ran with error
Scheduled
Never scheduled
Duplicate assignment entry
Type: varchar
Length: 80
UserGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
UserSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
UserTelsetLogin
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the General – User Properties property page.
Type: varchar
Length: 16
Historical Reporting and Data Dictionary
343
Data dictionary
Standard 1.0
ScheduledSupervisorAssignment view
Introduction
The ScheduledSupervisorAssignment view lists agent to supervisor assignments
and their properties.
Field descriptions
AgentID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4
AssignName
Description: The name of the agent to supervisor assignment, as defined on the
General – Agent to Supervisor Assignment Properties property page.
Type: varchar
Length: 64
AssignType
The assignment type.
Type: varchar
Length: 80
344
Symposium Call Center Server
April 2004
Data dictionary
Comment
Description: The comments defined on the General – Agent to Supervisor
Assignment Properties property page, if any.
Type: varchar
Length: 127
ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4
Status
Description: The status of the agent to supervisor assignment.
Valid values:
Edited/Saved
Ran OK
Ran with error
Scheduled
Never scheduled
Duplicate assignment entry
Type: varchar
Length: 80
SupervisorGivenName
Description: The given or first name of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64
Historical Reporting and Data Dictionary
345
Data dictionary
Standard 1.0
SupervisorID
Description: A unique ID for the supervisor to which the user is assigned when
this assignment is run. This identifier is assigned by the server when the
supervisor is added.
Type: binary
Length: 16
SupervisorSurName
Description: The family or surname of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64
Type
Description: The assignment type.
Valid values:
P (Reporting)
S (Associated)
Type: char
Length: 1
346
Symposium Call Center Server
April 2004
Data dictionary
Script view
Introduction
The Script view lists the scripts and their properties. For more information on
scripting, refer to the Scripting Guide.
Field descriptions
Comment
Description: Additional information about the script, as defined on the Script
Properties property sheet, if any.
Type: varchar
Length: 30
GivenName
Description: The first or given name of the user who performed the most recent
action on the script.
Type: varchar
Length: 30
LastModified
Description: The date when the most recent action was performed on the script.
Type: datetime
Length: 8
Name
Description: The name of the script, as defined in the Scripts window.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
347
Data dictionary
Standard 1.0
Owner
Description: The name of the user who created the script.
Type: nvarchar
Length: 80
ScriptID
Description: A unique identifier for the script, which is assigned by the server
when the script is added.
Type: int
Length: 4
Status
Description: The status of the variable.
Valid values:
Activated
Deactivated
Type: varchar
Length: 80
SurName
Description: The last or surname of the user who performed the most recent
action on the script.
Type: varchar
Length: 30
Type
Description: The type of script.
Valid values:
Local Master
Network
Primary
Secondary
Type: varchar
Length: 80
348
Symposium Call Center Server
April 2004
Data dictionary
ScriptVariableProperties view
Introduction
The ScriptVariableProperties view lists the script variables and their properties.
For more information on scripting, refer to the Scripting Guide.
Field descriptions
Class
Description: The name of the variable class to which this variable belongs.
Valid values:
Item
Set Of Values
Type: varchar
Length: 80
Comment
Description: Not used.
Grouping
Description: The name of the variable group to which this variable belongs.
Valid values:
Global Variable
Call Variable
Type: varchar
Length: 80
Name
Description: The name of the script variable.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
349
Data dictionary
Standard 1.0
Status
Description: The status of the variable.
Valid values:
Activated
Deactivated
Type: varchar
Length: 80
Type
Description: The data type of the variable. For more information about
variables, refer to the Scripting Guide.
Type: varchar
Length: 80
350
Symposium Call Center Server
April 2004
Data dictionary
ScriptVariables view
Introduction
The ScriptVariables view lists the script variables. For each variable, it provides
the variable status and type, and the name, status, and type of any scripts that use
that variable. For more information on scripting, refer to the Scripting Guide.
Field descriptions
Script
Description: The name of a script that uses this variable, as defined in the
Scripts window.
Type: varchar
Length: 32
ScriptStatus
Description: The status of the script.
Valid values:
Edited
Validated
Activated
Type: varchar
Length: 80
ScriptType
Description: The type of script.
Valid values:
Local Master
Network
Primary
Secondary
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
351
Data dictionary
Standard 1.0
Variable
Description: The name of the script variable.
Type: varchar
Length: 30
VariableStatus
Description: The status of the variable.
Valid values:
Activated
Deactivated
Type: varchar
Length: 80
VariableType
Description: The data type of the variable. For more information about
variables, refer to the Scripting Guide.
Type: varchar
Length: 80
352
Symposium Call Center Server
April 2004
Data dictionary
Site view
Introduction
NSBR option only. The Site view lists the sites and their properties.
Field descriptions
Comment
Description: The comments defined on the Site Properties dialog box, if any.
Type: varchar
Length: 127
ContactNumber
Description: The phone number of the contact person.
Type: varchar
Length: 30
ContactPerson
Description: The name of the contact person for the site.
Type: varchar
Length: 30
IsLocal
Description: Specifies whether the site is the local site or a remote site.
Valid values:
0 (remote)
1 (local)
Type: char
Length: 1
Historical Reporting and Data Dictionary
353
Data dictionary
Standard 1.0
Name
Description: The name of the site.
Type: varchar
Length: 30
OutOfServiceTimer
Description: The amount of time the site is filtered from the routing table when
the maximum retry limit is reached.
Type: int
Length: 4
RelativeGMT
Description: The time difference (in hours) between GMT and the time zone in
which the site is located.
Type: int
Length: 4
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
TemplateID
Description: Not used in this version.
Type: char
Length: 1
TemplateName
Description: Not used in this version.
Type: varchar
Length: 30
354
Symposium Call Center Server
April 2004
Data dictionary
Skillset view
Introduction
The Skillset view lists all skillsets and their general properties.
Field descriptions
ActivityCode
Description: Meridian 1/Succession 1000 switch only. The default activity code
for the skillset.
Type: varchar
Length: 32
CallAgePreference
Description: The call age preference for a skillset.
Valid values:
18 (Oldest)
19 (First in Queue)
any other value (None)
Type: smallint
Length: 2
CallSourcePreference
Description: NSBR option only. The call source preference for a skillset.
Valid values:
15 (Local)
16 (Network)
17 (None)
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
355
Data dictionary
Standard 1.0
CallRequestQueueSize
Description: The maximum number of calls that can be queued to this skillset.
Type: int
Length: 4
CallRequestQueueSizeThreshold
Description: The number by which queued calls must decrease before more
calls will be queued to this skillset.
Type: int
Length: 4
Comment
Description: The comments defined on the General – Skillset Properties
property page, if any.
Type: varchar
Length: 127
DN
Description: The ACD-DN number for which calls will be pegged to this
skillset, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 7
IdleAgentsPriority
Description: The agent idle time preference defined on the Global Settings
dialog box.
Type: smallint
Length: 2
IsNetworked
Description: NSBR option only. Shows whether a skillset is networked.
Type: char
Length: 1
356
Symposium Call Center Server
April 2004
Data dictionary
MinShortCallDelay
Description: The short call threshold for the threshold class to which the skillset
belongs. Calls with a talk time less than this value are considered to be short
calls.
Type: int
Length: 4
NetworkSkillsetComment
Description: NSBR option only.
Type: varchar
Length: 127
NetworkSkillsetID
Description: NSBR option only.
Type: int
Length: 4
NetworkSkillsetName
Description: NSBR option only.
Type: varchar
Length: 30
NightServiceType
The night service type for a skillset.
Valid values:
20 (Transition)
21 (Night)
any other value (None)
Type: smallint
Length: 2
Historical Reporting and Data Dictionary
357
Data dictionary
Standard 1.0
ServiceLevelThreshold
Description: The service level for the threshold class to which the skillset
belongs.
Type: int
Length: 4
Skillset
Description: The name of the skillset, as defined on the Skillset Properties
property sheet.
Type: varchar
Length: 30
SkillsetID
Description: A unique identifier for the skillset, which is assigned by the server
when the skillset is added.
Type: varchar
Length: 30
TemplateID
Description: A unique identifier for the threshold class to which the skillset
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4
UseBestNode
Description: Not used.
UseRoundRobin
Description: NSBR option only.
Type: char
Length: 1
Valid values:
358
0 (round robin)
1 (sequential)
Symposium Call Center Server
April 2004
Data dictionary
SkillsetByAgent view
Introduction
The SkillsetByAgent view lists the skillsets and the agents assigned to them. For
each assigned agent, it shows the agent priority for the skillset.
Field descriptions
Priority
Description: The agent’s priority for this skillset.
Range: 1–48
where 1 is the highest priority and 48 is the lowest priority.
Type: tinyint
Length: 1
SkillsetID
Description: A unique identifier for the skillset, assigned when the skillset is
added.
Type: int
Length: 4
SkillsetState
Description: The skillset state.
Valid values:
Standby
Active
Type: varchar
Length: 80
Historical Reporting and Data Dictionary
359
Data dictionary
Standard 1.0
UserID
Description: A unique ID for an agent assigned to this skillset, which is
assigned by the server when the agent is added.
Type: binary
Length: 16
360
Symposium Call Center Server
April 2004
Data dictionary
SkillsetByAssignment view
Introduction
The SkillsetByAssignment view lists skillsets and the agent to skillset
assignments in which they are assigned.
Field descriptions
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4
AssignName
Description: The name of the agent to skillset assignment, as defined on the
General – Agent to Skillset Assignment property page.
Type: varchar
Length: 64
Comment
Description: The comments defined on the General – Agent to Skillset
Assignment property page, if any.
Type: varchar
Length: 127
ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4
Historical Reporting and Data Dictionary
361
Data dictionary
Standard 1.0
Priority
Description: The agent’s priority for this skillset.
Range: 1–48
where 1 is the highest priority and 48 is the lowest priority.
Type: tinyint
Length: 1
SkillsetID
Description: A unique identifier for the skillset to which the agent is assigned
when this assignment is run. This identifier is assigned by the server when the
skillset is added.
Type: int
Length: 4
SkillsetName
Description: The name of the skillset to which the agent is assigned when the
assignment is run, as defined on the General – Skillset Properties property page.
Type: varchar
Length: 64
SkillsetState
Description: The current state of the skillset.
Valid values:
Standby
Active
Type: varchar
Length: 80
Status
Description: The status of the agent to skillset assignment.
Valid values:
362
Edited/Saved
Ran OK
Symposium Call Center Server
April 2004
Data dictionary
Ran with error
Scheduled
Never scheduled
Duplicate assignment entry
Type: varchar
Length: 80
UserGivenName
Description: The given or first name of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
UserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
UserSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page.
Type: varchar
Length: 64
UserTelsetLoginID
Description: The numeric ID the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
Historical Reporting and Data Dictionary
363
Data dictionary
Standard 1.0
SkillsetThresholdTemplate view
Introduction
The SkillsetThresholdTemplate view lists the skillset threshold classes and their
threshold levels.
Field descriptions
Field
Description: The name of the field for which a threshold is defined in the
threshold class.
Type: varchar
Length: 80
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
364
Symposium Call Center Server
April 2004
Data dictionary
MinShortCallDelay
Description: The length of a short call for this threshold class.
Type: int
Length: 4
Name
Description: The name of the skillset threshold class.
Type: varchar
Length: 30
ServiceLevelThreshold
Description: The service level threshold for this threshold class.
Type: int
Length: 4
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
365
Data dictionary
Standard 1.0
SummaryThresholdTemplate view
Introduction
The SummaryThresholdTemplate view lists the thresholds defined for the Nodal
threshold class.
Field descriptions
Field
Description: The name of field for which a threshold is defined in the threshold
class.
Type: varchar
Length: 80
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
366
Symposium Call Center Server
April 2004
Data dictionary
Name
Description: The name of the nodal threshold class.
Type: varchar
Length: 30
TemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
367
Data dictionary
Standard 1.0
Supervisor view
Introduction
The Supervisor view lists all of the Symposium Call Center Server supervisors
and their general properties.
Field descriptions
Comment
Description: The comments defined on the General – User Properties property
page, if any.
Type: varchar
Length: 127
Department
Description: The department to which the supervisor belongs, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64
GivenName
Description: The given or first name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64
PCLoginName
Description: The supervisor’s desktop userid, defined on the Desktop – User
Properties property page.
Type: varchar
Length: 40
368
Symposium Call Center Server
April 2004
Data dictionary
PersonalDN
Description: Meridian 1/Succession 1000 switch only. The supervisor’s
personal directory number.
Type: varchar
Length: 32
SurName
Description: The family or surname of the supervisor, as defined on the General
– User Properties property page for the supervisor.
Type: varchar
Length: 64
SwitchID
Description: The switch ID of the phoneset at which the supervisor is logged
on, received from the switch.
Type: int
Length: 4
SwitchPortAddress
Description: The switch port address of the phoneset at which the supervisor is
logged on, received from the switch.
Type: varchar
Length: 30
SwitchPortName
Description: The switch port name of the phoneset at which the supervisor is
logged on, as received from the switch.
Type: varchar
Length: 30
Historical Reporting and Data Dictionary
369
Data dictionary
Standard 1.0
TelsetLoginID
Description: The numeric ID the supervisor uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page.
Type: varchar
Length: 16
TemplateID
Description: A unique identifier for the access class to which the supervisor
belongs, which is assigned by the server when the access class is added.
Type: int
Length: 4
TemplateName
Description: The name of the access class to which the supervisor belongs.
Type: nvarchar
Length: 30
ThresholdTemplateID
Description: A unique identifier for the threshold class to which the supervisor
belongs, which is assigned by the server when the threshold class is added.
Type: int
Length: 4
ThresholdTemplateName
Description: The name of the threshold class to which the supervisor belongs.
Type: nvarchar
Length: 30
Title
Description: The supervisor’s title, as defined on the General – User Properties
property page for the supervisor.
Type: varchar
Length: 64
370
Symposium Call Center Server
April 2004
Data dictionary
UserID
Description: A unique ID for the supervisor, which is assigned by the server
when the supervisor is added.
Type: binary
Length: 16
Historical Reporting and Data Dictionary
371
Data dictionary
Standard 1.0
SupervisorAgentAssignment view
Introduction
This view shows all agents and their supervisor assignments (both reporting and
associated). The view contains a record for each agent-supervisor relationship.
For example, if an agent has a reporting and two associated supervisors, the
view contains three records for that agent.
Field descriptions
AgentGivenName
Description: The first or given name of an assigned agent, as defined on the
General – User Properties property page for the agent.
Type: varchar
Length: 64
AgentSurName
Description: The family or surname of the agent, as defined on the General –
User Properties property page for the agent.
Type: varchar
Length: 64
AgentTelsetLoginID
Description: The numeric ID that the agent uses to log on to the phoneset, as
defined on the Phoneset – User Properties property page for the agent.
Type: varchar
Length: 16
AgentUserID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
372
Symposium Call Center Server
April 2004
Data dictionary
SupervisorGivenName
Description: The first or given name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64
SupervisorSurname
Description: The surname or family name of the supervisor, as defined on the
General – User Properties property page for the supervisor.
Type: varchar
Length: 64
SupervisorTelsetLoginID
Description: The numeric ID the supervisor uses to log on at the phoneset, as
defined on the Phoneset – User Properties property page for the supervisor.
Type: varchar
Length: 16
SupervisorUserID
Description: A unique ID for the supervisor, which is assigned by the server
when the supervisor is added.
Type: binary
Length: 16
Type
Description: Shows whether the supervisor is the reporting or associated
supervisor for an agent.
Type: char
Length: 1
Valid values:
P (Reporting)
S (Associated)
Historical Reporting and Data Dictionary
373
Data dictionary
Standard 1.0
SupervisorByAssignment view
Introduction
The SupervisorByAssignment view lists the agent to supervisor assignments and
their properties.
Field descriptions
AgentID
Description: A unique ID for the agent, which is assigned by the server when
the agent is added.
Type: binary
Length: 16
AssignID
Description: A unique identifier for the assignment, which is assigned by the
server when the assignment is added.
Type: int
Length: 4
AssignName
Description: The name of the agent to supervisor assignment, as defined on the
Agent to Supervisor Assignment Properties property sheet.
Type: varchar
Length: 64
AssignType
Description: The assignment type.
Type: varchar
Length: 80
374
Symposium Call Center Server
April 2004
Data dictionary
Comment
Description: The comments defined on the Agent to Supervisor Assignment
property sheet, if any.
Type: varchar
Length: 127
ErrorCode
Description: A numeric value for the error encountered when the assignment
last ran (if any).
Type: int
Length: 4
Status
Description: The status of the agent to supervisor assignment.
Valid values:
Edited/Saved
Ran OK
Ran with error
Scheduled
Never scheduled
Duplicate assignment entry
Type: varchar
Length: 80
SupervisorGivenName
Description: The given or first name of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64
Historical Reporting and Data Dictionary
375
Data dictionary
Standard 1.0
SupervisorID
Description: A unique ID for the supervisor to which the user is assigned when
this assignment is run, which is assigned by the server when the supervisor is
added.
Type: binary
Length: 16
SupervisorSurName
Description: The family or surname of the supervisor to which the user is
assigned when this assignment is run, as defined on the General – User
Properties property page for the supervisor.
Type: varchar
Length: 64
Type
Description: The assignment type.
Valid values:
P (Reporting)
S (Associated)
Type: varchar
Length: 80
376
Symposium Call Center Server
April 2004
Data dictionary
SwitchPort view
Introduction
This view lists phoneset ports and their switch configuration information.
Field descriptions
Acquire
Description: Shows whether there is a request to acquire or deacquire the route.
Type: char
Length: 1
Name
Description: The switch port name of the phoneset at which the agent is logged
on, as received from the switch.
varchar
Length: 30
PortAddress
Description: The switch port address of the phoneset at which the agent is
logged on, as received from the switch.
Type: varchar
Length: 30
PositionID
Description: Meridian 1/Succession 1000 switch only. A unique identifier for
the agent’s position ID, as received from the switch.
Type: int
Length: 4
Historical Reporting and Data Dictionary
377
Data dictionary
Standard 1.0
SecondaryDN
Description: DMS/MSL-100 switch only. The secondary DN defined on the
phoneset.
Type: int
Length: 4
Status
Description: The status of the phoneset.
Type: varchar
Length: 80
SwitchID
Description: The switch ID of the phoneset at which the agent is logged on,
received from the switch.
Type: int
Length: 4
Type
Description: The phoneset type.
Type: varchar
Length: 80
378
Symposium Call Center Server
April 2004
Data dictionary
TargetSwitchComm view
Introduction
NSBR option only. This view lists the parameters configured for each of the
destination sites in the network. These parameters are defined on the Site
Parameters dialog box.
Field descriptions
AgentReserveTimer
Description: The amount of time an agent at this site is reserved for a network
call, as defined in the Agent Reserve Timer field.
Type: int
Length: 4
DialableDN
Description: The number your switch dials to connect to the destination site, as
defined in the Dialable DN field.
Type: varchar
Length: 32
NumRetries
Description: The number of times your switch attempts to connect to the
destination site, if a connection attempt is unsuccessful, as defined in the
Number of Retries field.
Type: smallint
Length: 2
RetryTimer
Description: The time that elapses between retry attempts, as defined in the
Retry Interval field.
Type: int
Length: 4
Historical Reporting and Data Dictionary
379
Data dictionary
Standard 1.0
SiteID
Description: A unique identifier for the Symposium Call Center Server site,
which is assigned by the server.
Type: int
Length: 4
SiteName
Description: The name of the Symposium Call Center Server site, as assigned
during installation.
Type: varchar
Length: 30
380
Symposium Call Center Server
April 2004
Data dictionary
UserTemplate view
Introduction
The UserTemplate view lists the agent call presentation classes and their
properties.
Field descriptions
AlternateCallAnswer
Description: Meridian 1/Succession 1000 switch only. Shows whether the
agent can put a DN call on hold to answer an incoming call. This option is
defined for the call presentation class to which the agent belongs.
Type: char
Length: 1
CallForceOption
Description: Meridian 1/Succession 1000 switch only. Shows whether the call
force option is enabled for the call presentation class to which this agent
belongs.
Type: char
Length: 1
CallForceDelayTimer
Description: Meridian 1/Succession 1000 switch only. The time that elapses
before a call is automatically presented to an agent. This option is defined for the
call presentation class to which the agent belongs.
Type: int
Length: 4
NROSDN
Description: DMS/MSL-100/MSL-100 switch only. Shows whether the agent
can receive calls while active on their secondary DN.
Type: char
Historical Reporting and Data Dictionary
381
Data dictionary
Standard 1.0
Length: 1
ReturnToQueueMode
Description: The mode of the agent’s phoneset after returning a call to the
queue.
Type: varchar
Length: 80
ReturnToQueueOnNoAnswer
Description: Shows whether unanswered calls will be returned to the queue.
Type: char
Length: 1
ReturnToQueueWaitInterval
Description: The time before an unanswered call is returned to the queue.
Type: smallint
Length: 2
TelsetShowReserve
Description: NSBR option only. Shows whether an agent’s phoneset can show
that the agent is reserved for a network call.
Type: char
Length: 1
Template
Description: The name of the call presentation class.
Type: varchar
Length: 30
TemplateID
Description: A unique identifier for the call presentation class, which is
assigned by the server when the call presentation class is added.
Type: int
Length: 4
382
Symposium Call Center Server
April 2004
Data dictionary
UnionBreakTimer
Description: Meridian 1/Succession 1000 switch only. The length of the break
period allowed between calls. This option is defined for the call presentation
class to which the agent belongs.
Type: smallint
Length: 2
VariableWrap
Description: DMS/MSL-100 switch only. Shows whether the agent is put into
Variable Wrap state after a call. Calls are not presented to agents while they are
in Variable Wrap state. This option is defined for the call presentation class to
which the agent belongs.
Type: char
Length: 1
Historical Reporting and Data Dictionary
383
Data dictionary
Standard 1.0
UserThresholdTemplate view
Introduction
The UserThresholdTemplate view lists the agent threshold classes and their
properties.
Field descriptions
FieldID
Description: A unique identifier for the field, which is assigned by the server
when you define a threshold value for the field.
Type: int
Length: 4
Level1
Description: The low end of the normal range for the field.
Type: int
Length: 4
Level2
Description: The high end of the normal range for the field.
Type: int
Length: 4
Name
Description: The name of the agent threshold class.
Type: varchar
Length: 30
384
Symposium Call Center Server
April 2004
Data dictionary
ThresholdTemplateID
Description: A unique identifier for the threshold class, which is assigned by
the server when the threshold class is added.
Type: int
Length: 4
Historical Reporting and Data Dictionary
385
Data dictionary
Standard 1.0
Views view
Introduction
This view lists all of the database views available in the Symposium Call Center
Server database.
Field descriptions
ColumnName
Description: The name of a field in the view. This name is not necessarily the
same as the field label printed on the report.
Type: varchar
Length: 30
Length
Description: The length of the field, in characters.
Type: tinyint
Length: 1
Name
Description: The name of the view.
Type: varchar
Length: 30
Type
Description: The field type. For a list of valid types and their descriptions, see
the following section.
Type: varchar
Length: 30
386
Symposium Call Center Server
Chapter 5
Entity relationship diagrams
In this chapter
Overview
388
IDEF1X notation conventions
389
Statistics entity relationships
395
Symposium database entity relationships
404
Historical Reporting and Data Dictionary
387
Entity relationship diagrams
Standard 1.0
Overview
The diagrams in this section show the relationships among the Symposium Call
Center Server database views. This section contains diagrams illustrating each
statistics group, plus an overall diagram showing all of the relationships within
the database.
The notation convention used for the entity relationship diagrams is IDEF1X.
388
Symposium Call Center Server
April 2004
Entity relationship diagrams
IDEF1X notation conventions
Introduction
Integration DEFinition 1 eXtended (IDEF1X) is a standard language used to
develop a logical model of data. Use this modeling language to produce a
graphical information model that represents the structure and semantics of
information within a system.
History of IDEF1X
The Integrated Computer Aided Manufacturing (ICAM) studies conducted by
the U.S. Air Force in the late 1970s identified a set of three graphic methods for
defining the functions, data structures, and dynamics of manufacturing
businesses:
IDEF0—the function method
IDEF1—the original data method
IDEF2—the dynamics method
Together, these three methods came to be known as the ICAM DEFinition
(IDEF) method.
In 1985, D. Appleton Company (DACOM) approached the Air Force with a
proposal to extend IDEF1. IDEF1X (the X stands for eXtended) was accepted as
an Air Force standard and became part of the public domain.
In December 1993, the National Institute of Standards and Technology (NIST)
released IDEF1X as a standard for Data Modeling in FIPS Publication 184.
Historical Reporting and Data Dictionary
389
Entity relationship diagrams
Standard 1.0
Entity notation
The following terms are used to describe entities:
Entity
An entity is any distinguishable person, place, thing, event, or concept about
which information is kept. More precisely, an entity is a set or collection of
things called instances. Entities are named by nouns—for example, customer or
employee.
Entities are classified as independent or dependent entities, depending on how
they acquire their keys.
Instance
An instance is a single occurrence of an entity. Each instance must have an
identity distinct from all other instances.
Independent entity
An independent entity does not depend on any other entity for its identification.
Independent entities are represented by square-corner boxes.
Entity-Name
key-area
data-area
Dependent entity
Dependent entities depend on one or more entities for their identification. They
are represented by boxes with rounded corners.
Entity-Name
key-area
data-area
390
Symposium Call Center Server
April 2004
Entity relationship diagrams
Primary key
To use an entity, we must be able to identify instances uniquely; that is, we must
be able to distinguish one from another. The set of attributes that uniquely
identifies an entity is called its primary key.
iApplicationStat
Application
ApplicationID
Timestamp
ApplicationID (FK)
In the preceding illustration, ApplicationID is the primary key for the
Application entity. Also, Timestamp and ApplicationID are the primary keys for
the iApplicationStat entity (that is, a specific Application has data for multiple
Timestamps).
Attribute notation
The following terms are used to describe attributes:
Primary key attribute
A primary key is an attribute that, either by itself or in combination with other
primary key attributes, forms the primary key.
Non-primary key attribute
A non-primary key attribute is not part of the primary key of the entity.
Foreign key
Whenever entities are connected by a relationship, the relationship contributes a
key (or set of keys) to the child entity. Foreign key attributes are primary key
attributes of a parent entity contributed to a child entity across a relationship.
The contributed keys are said to migrate or propagate from parent to child.
Foreign key attributes are designated in the model by an (FK) following the
attribute name. In the following illustration, ApplicationID is a foreign key.
Historical Reporting and Data Dictionary
391
Entity relationship diagrams
Standard 1.0
iApplicationStat
Application
ApplicationID
Timestamp
ApplicationID (FK)
Role name
A role name is a new name for a foreign key attribute or group of foreign key
attributes, which defines the role that it plays in the child entity. The attribute
must be given a definition, like any other attribute. Its definition is based on the
definition of the original foreign key or keys. The original foreign keys are
therefore classified as base attributes. Role names take the following format:
role-name.attribute (FK)
In the following illustration, IVRPortID.SwitchPortAddress (FK) is a role name:
iIVRPortStat
IVRPort
SwitchPortAddress
Timestamp
IVRPortID.SwitchPortAddress (FK)
IVRQueueID (FK)
Inversion entry
An inversion entry is a nonunique access identifier of the entity. It is an attribute
or group of attributes that is frequently used to access the entity. An inversion
entry specifies another way in which the business plans to access an instance of
the entity. When using an inversion entry, however, you may not find exactly
one instance. Inversion entries are shown as
attribute (IEn)
In the following illustration, Name is an inversion entry:
392
Symposium Call Center Server
April 2004
Entity relationship diagrams
Application
ApplicationID
Name (IE1)
Relationship notation
The following terms are used to describe the relationships between entities:
Relationships
Relationships represent connections, links, or associations between entities.
Relationships in an information model are used to represent some of the
business rules that describe the area being modeled. IDEF1X, unlike some other
modeling languages, insists that all relationships be binary; that is, they connect
exactly two entities.
Identifying relationship
In an identifying relationship, primary key attributes of the parent entity become
primary key attributes of the child entity.
Child Entity
Parent Entity
parent_key
Historical Reporting and Data Dictionary
parent_key (FK)
child_key
393
Entity relationship diagrams
Standard 1.0
Nonidentifying relationship
In a nonidentifying relationship, primary key attributes of parent entity become
non-primary-key attributes of the child entity.
Child Entity
Parent Entity
child_key
parent_key
parent_key (FK)
Cardinality notation
The following notation is used to show the number of child attributes involved
in the relationship:
One-to-zero-or-more
One-to-one-or-more
One-to-zero-or-one
One-to-exactly-N
394
P
Z
N
Symposium Call Center Server
April 2004
Entity relationship diagrams
Statistics entity relationships
Activity code statistics
Historical Reporting and Data Dictionary
395
Entity relationship diagrams
Standard 1.0
Agent by application statistics
396
Symposium Call Center Server
April 2004
Entity relationship diagrams
Agent by skillset statistics
Historical Reporting and Data Dictionary
397
Entity relationship diagrams
Standard 1.0
Agent performance statistics
Application statistics
398
Symposium Call Center Server
April 2004
Entity relationship diagrams
CDN statistics
DNIS statistics
IVR port statistics
Historical Reporting and Data Dictionary
399
Entity relationship diagrams
Standard 1.0
IVR statistics
Network incoming call statistics
400
Symposium Call Center Server
April 2004
Entity relationship diagrams
Network outgoing call statistics
RAN/music route statistics
Historical Reporting and Data Dictionary
401
Entity relationship diagrams
Standard 1.0
Route statistics
Skillset statistics
402
Symposium Call Center Server
April 2004
Entity relationship diagrams
Trunk statistics
Historical Reporting and Data Dictionary
403
Entity relationship diagrams
Standard 1.0
Symposium database entity relationships
The following pages show all the relationships within the database.
404
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Entity relationship diagrams
405
Entity relationship diagrams
406
Standard 1.0
Symposium Call Center Server
Appendix A
Standard reports
In this appendix
Overview
408
Section A: Activity code reports
411
Section B: Agent reports
421
Section C: Application reports
491
Section D: Call by call reports
519
Section E: Configuration reports
523
Section F: IVR reports
619
Section G: NCC reports
629
Section H: Network reports
683
Section I: Resource reports
713
Section J: Skillset reports
745
Historical Reporting and Data Dictionary
407
Standard reports
Standard 1.0
Overview
Introduction
Symposium Call Center Server provides two types of standard reports: historical
reports and configuration reports.
Historical reports
Historical reports provide information related to the statistics, activities, and
performance of the call center. Two types of historical reports are available:
summarized historical reports—These reports contain totals accumulated
over a period of time (usually, 15-minute interval, daily, weekly, or
monthly).
event (detail) historical reports—These reports contain detailed information
about each event that occurred.
Configuration reports
Configuration reports contain information about how your system is configured.
You can use these reports as a reference when you are planning or making
changes to your system.
Database views
The descriptions of the reports indicate the database view that provides the data
for the report. You can use this information to help you create your own reports.
In many cases, the database view is available in a number of collection
frequencies. For example, there are daily, weekly, monthly, and interval versions
of the ActivityCodeStat view. Each view name has a prefix that identifies its
frequency:
408
dActivityCodeStat is the daily view.
wActivityCodeStat is the weekly view.
mActivityCodeStat is the monthly view.
iActivityCodeStat is the interval view.
Symposium Call Center Server
April 2004
Standard reports
In the following section, if data is available in multiple versions of a view, the
source is given as the name of the view without the prefix (for example, the
ActivityCodeStat view).
Report templates
For each standard report, the report description identifies the Crystal Reports
template file for the report. (Template files are stored in C:\Program Files\Nortel
Networks\Symposium Call Center Server\client\en\RPT.)
Note: For Symposium Call Center Web Client, the report templates are stored in
a different location. For more information, refer to the Symposium Web Client
documentation.
You can use these template files as the basis for customized reports. To create a
customized report based on a standard report template, follow these steps:
1.
Copy the standard report template and give it a meaningful name.
2.
Modify the new template using Crystal Reports version 9.
3.
Import the new template into the server (see “Importing a report created in
Crystal Reports” on page 58).
Caution: Do not modify the standard templates.
Note: For reports available in a number of collection frequencies, there is a
template for each frequency. The template names have the same prefix as the
corresponding view.
Raw and calculated data
Some fields contain raw data, which is data that is taken directly from the view.
Others (such as average and percentage fields) contain data that is calculated
using one or more view fields.
Descriptions of raw fields
For raw data, this manual provides the view field from which the data is taken.
For a detailed description of the data in the field, refer to the description of the
view field in the data dictionary.
Historical Reporting and Data Dictionary
409
Standard reports
Standard 1.0
Descriptions of calculated fields
For calculated fields, this manual provides the formula used to calculate the field
value. You can use this information to create your own reports.
410
Symposium Call Center Server
April 2004
Standard reports
Section A: Activity code reports
In this section
Activity Code By Agent
412
Activity Code By Application
415
Not Ready Reason Codes By Agent
418
Historical Reporting and Data Dictionary
411
Standard reports
Standard 1.0
Activity Code By Agent
Description
The Activity Code By Agent report allows you to monitor each agent’s work and
time distribution by the types of calls answered. During calls, agents can identify
the call type by entering an activity (Line of Business) code. These codes can
identify calls as sales, service, and support calls.
Notes:
This report does not include Not Ready activity codes.
On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.
ActivityCodeStat
Views
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt15.rpt
dm-agt15.rpt
wm-agt15.rpt
mm-agt15.rpt
agent name
Filter
412
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Activity Time
ActivityTime
Average Activity Time
ActivityTime / Occurrences
Activity Occurrences
Occurrences
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
413
Standard reports
414
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Activity Code By Application
Description
The Activity Code By Application report allows you to monitor activity time for
each application on your system. The Activity Code By Application report
includes all activity time and occurrences for an application.
Notes:
This report does not include Not Ready activity codes.
On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.
ActivityCodeStat
Views
Collection frequency
interval
daily
weekly
monthly
Templates
im-app8.rpt
dm-app8.rpt
wm-app8.rpt
mm-app8.rpt
application name
Filter
Historical Reporting and Data Dictionary
415
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Activity Time
ActivityTime
Average Activity Time
ActivityTime / Occurrences
Activity Occurrences
Occurrences
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
416
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
417
Standard reports
Standard 1.0
Not Ready Reason Codes By Agent
Description
Meridian 1/Succession 1000 switch only. The Not Ready Reason Codes By
Agent report allows you to monitor why agents went in to Not Ready state. In
the Activity Codes window on the client, you can define Not Ready reason
codes. When an agent goes into Not Ready state and enters one of these codes,
the incident is pegged in the ActivityCodeStat view.
Views
ActivityCodeStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt20.rpt
dm-agt20.rpt
wm-agt20.rpt
mm-agt20.rpt
agent name
Filter
418
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Total Time
ActivityTime
Average Time
ActivityTime / Occurrences
Number of Occurrences
Occurrences
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
419
Standard reports
420
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section B: Agent reports
In this section
Agent Average Calls per Hour
422
Agent Average Calls per Hour, Bottom 5
425
Agent Average Calls per Hour, Top 5
427
Agent by Activity Code
429
Agent By Application Performance
432
Agent By Skillset Performance
435
Agent DN Performance
439
Agent DN Performance Calls Answered, Bottom 5
444
Agent DN Performance Calls Answered, Top 5
446
Agent Login/Logout
448
Agent Network/NACD Activity
451
Agent Performance
454
Agent Performance By Supervisor
461
Agent Performance Calls Answered, Bottom 5
468
Agent Performance Calls Answered, Top 5
474
Agent Short Calls
476
Agent Transferred/Conferenced Activity
481
Estimated Revenue Per Agent
488
Historical Reporting and Data Dictionary
421
Standard reports
Standard 1.0
Agent Average Calls per Hour
Description
The Agent Average Calls per Hour report shows summarized performance
information on the calls each agent answers per hour logged on. The report
provides three hourly averages for the time the agent was logged on: the average
calls answered, the average time spent with callers, and the average time spent in
the Not Ready state.
This report allows call center managers to detect peculiarities in agent
performance, such as an abnormal amount of not ready time on a specific day,
and to investigate the cause.
Views
AgentPerformanceStat
Collection frequency
daily
weekly
monthly
Templates
dm-agt9.rpt
wm-agt9.rpt
mm-agt9.rpt
agent logon ID
agent name
Filters
422
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics
Report field
View field/Formula
Average Answered per
Hour
Meridian 1/Succession 1000 switch:
(CallsAnswered + ACDCallsAnswered +
NACDCallsAnswered) / (LoggedInTime / 3600)
DMS/MSL-100 switch: (CallsAnswered +
ACDCallsAnswered) / (LoggedInTime / 3600)
Average Talk Time
Meridian 1/Succession 1000 switch: (TalkTime
+ ACDCallsTalkTime + NACDCallsTalkTime) /
(LoggedInTime / 3600)
DMS/MSL-100 switch: (TalkTime +
ACDCallsTalkTime) / (LoggedInTime / 3600)
Average Not Ready Time
NotReadyTime / (LoggedInTime / 3600)
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
423
Standard reports
424
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Agent Average Calls per Hour, Bottom 5
Description
The Agent Average Calls per Hour, Bottom 5 report shows summarized
performance information for the five agents who answered the least Symposium
Call Center Server, ACD, and NACD calls. It provides details on calls
answered, average talk time, and average not ready time.
Views
AgentPerformanceStat
Collection frequency
daily
weekly
monthly
Templates
dm-agt11.rpt
wm-agt11.rpt
mm-agt11.rpt
agent logon ID
agent name
Filters
Historical Reporting and Data Dictionary
425
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Field descriptions
The fields in this report are identical to those in the Agent Average Calls per
Hour report (see page 422), except that they are for the five agents who
answered the lowest number of Symposium Call Center Server calls.
426
Symposium Call Center Server
April 2004
Standard reports
Agent Average Calls per Hour, Top 5
Description
The Agent Average Calls per Hour, Top 5 report shows summarized
performance information for the five agents who answered the most Symposium
Call Center Server, ACD, and NACD calls. It provides details on calls
answered, average talk time, and average not ready time.
Views
AgentPerformanceStat
Collection frequency
daily
weekly
monthly
Templates
dm-agt10.rpt
wm-agt10.rpt
mm-agt10.rpt
agent logon ID
agent name
Filters
Historical Reporting and Data Dictionary
427
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Field descriptions
The fields in this report are identical to those in the Agent Average Calls per
Hour report (see page 422), except that they are for the five agents who
answered the highest number of Symposium Call Center Server calls.
428
Symposium Call Center Server
April 2004
Standard reports
Agent by Activity Code
Description
The Agent by Activity Code report allows you to monitor each agent’s work and
time distribution by the types of calls answered. During calls, agents can identify
the call type by entering an activity (Line of Business) code. These codes can
identify calls as sales, service, and support calls.
Notes:
This report does not include Not Ready activity codes.
On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.
ActivityCodeStat
Views
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt19.rpt
dm-agt19.rpt
wm-agt19.rpt
mm-agt19.rpt
activity code
Filters
Historical Reporting and Data Dictionary
429
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Activity Time
ActivityTime
Average Activity Time
ActivityTime / Occurrences
Activity Occurrences
Occurrences
Summaries
The report provides totals for each activity code, and subtotals for each day,
week, or month (depending on the reporting period selected). For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all activity codes.
430
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
431
Standard reports
Standard 1.0
Agent By Application Performance
Description
The Agent By Application Performance report shows summarized agent
performance data for each application under review. The report details
performance statistics such as the total number of calls answered, total time
spent servicing call center callers, and average call length.
This report is an indicator of agent performance within an application.
Views
AgentByApplicationStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt16.rpt
dm-agt16.rpt
wm-agt16.rpt
mm-agt16.rpt
application name
Filter
432
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics
Report field
View field/Formula
Answered
CallsAnswered
Talk Time
TalkTime
Average Talk Time
TalkTime / CallsAnswered
Post Call Processing Time PostCallProcessingTime
Summaries
The report provides totals for each application, and subtotals for each agent. For
each agent, it breaks statistics down by day, week, or month, depending on the
reporting periods selected. For the interval reporting period, statistics are further
broken down by interval. The report also contains a grand total for all
applications.
Historical Reporting and Data Dictionary
433
Standard reports
434
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Agent By Skillset Performance
Description
The Agent By Skillset Performance report shows summarized agent
performance data for each skillset under review. The report details performance
statistics such as the total number of calls answered, total time spent servicing
call center callers, and average call length.
This report is an indicator of agent performance within a skillset. It helps
managers identify agents who have difficulty with a specific skill. The report
also highlights agents who need additional training or reassignment to a
different skillset.
Views
AgentBySkillsetStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt14.rpt
dm-agt14.rpt
wm-agt14.rpt
mm-agt14.rpt
skillset name
Filter
Historical Reporting and Data Dictionary
435
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics
Report field
View field/Formula
Answered
CallsAnswered
Short Calls Answered
ShortCallsAnswered
Post Call Processing Time PostCallProcessingTime
Talk Time
TalkTime
Average Talk Time
TalkTime / CallsAnswered
Skillset Work Time
(Meridian 1/
Succession 1000)
TalkTime + PostCallProcessingTime
Summaries
The report provides totals for each skillset, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval, and within each interval,
by agent. The report also contains a grand total for all skillsets.
436
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
437
Standard reports
Standard 1.0
DMS/MSL-100 report
438
Symposium Call Center Server
April 2004
Standard reports
Agent DN Performance
Description
The Agent DN Performance report shows the amount of time that agents spend
on their personal or secondary directory numbers (DNs). The report records
incoming and outgoing information, including the total number of DN calls and
the average amount of time spent on DN calls. On the Meridian 1/
Succession 1000 switch, the report also compares internal and external DN call
activity.
Views
AgentPerformanceStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt5.rpt
dm-agt5.rpt
wm-agt5.rpt
mm-agt5.rpt
agent logon ID
agent name
Filters
Historical Reporting and Data Dictionary
439
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Transfer/conference statistics
Report field
View field/Formula
DN Calls Conferenced
DNCallsConfToCDN + DNCallsConfToDN +
DNCallsConfToACDDN + DNCallsConfToOther
DN Calls Transferred
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Incoming DN calls statistics
Meridian 1/Succession 1000 switch
440
Report field
View field/Formula
Total
DNInIntCalls + DNInExtCalls
Internal
DNInIntCalls
Average Int Talk Time
DNInIntCallsTalkTime / DNInIntCalls
External
DNInExtCalls
Average Ext Talk Time
DNInExtCallsTalkTime / DNInExtCalls
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 switch
Report field
View field/Formula
DN In Calls
DNInCalls
Average DN In Calls Talk
Time
DNInCallsTalkTime / DNInCalls
Outgoing DN call statistics
Meridian 1/Succession 1000 switch
Report field
View field/Formula
Total
DNOutIntCalls + DNOutExtCalls
Internal
DNOutIntCalls
Average Int Talk Time
DNOutIntCallsTalkTime / DNOutIntCalls
External
DNOutExtCalls
Average Ext Talk Time
DNOutExtCallsTalkTime / DNOutExtCalls
DMS/MSL-100 switch
Report field
View field/Formula
DN Out Calls
DNOutCalls
Average DN Out Calls Talk DNOutCallsTalkTime / DNOutCalls
Time
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
441
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
442
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
443
Standard reports
Standard 1.0
Agent DN Performance Calls Answered,
Bottom 5
Description
Meridian 1/Succession 1000 switch only. The Agent DN Performance Calls
Answered, Bottom 5 report shows summarized performance information on the
five agents, by supervisor, who answered the lowest number of DN calls. This
report details call totals for incoming and outgoing DN calls, including internal
and external calls answered or generated.
Views
AgentPerformanceStat
Collection frequency
daily
weekly
monthly
Templates
im-agt7.rpt
dm-agt7.rpt
wm-agt7.rpt
mm-agt7.rpt
agent logon ID
agent name
Filters
444
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics and summaries
The statistics in this report are identical to those in the Agent DN Performance
report (see page 439), except that they are for the five agents who answered the
lowest number of Symposium Call Center Server calls. Statistics are
summarized in the same way as for the Agent DN Performance report.
Historical Reporting and Data Dictionary
445
Standard reports
Standard 1.0
Agent DN Performance Calls Answered, Top 5
Description
The Agent DN Performance Calls Answered, Top 5 report shows summarized
performance information on the five agents who answered the highest number of
DN calls. The report details totals for incoming and outgoing DN calls,
including internal and external calls answered or generated.
Views
AgentPerformanceStat
Collection frequency
daily
weekly
monthly
Templates
im-agt6.rpt
dm-agt6.rpt
wm-agt6.rpt
mm-agt6.rpt
agent logon ID
agent name
Filters
446
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics and summaries
The statistics in this report are identical to those in the Agent DN Performance
report (see page 439), except that they are for the five agents who answered the
highest number of Symposium Call Center Server calls. Statistics are
summarized in the same way as for the Agent DN Performance report.
Historical Reporting and Data Dictionary
447
Standard reports
Standard 1.0
Agent Login/Logout
Description
The Agent Login/Logout report shows logon, logoff, walkaway, return from
walkaway, ready, and not ready occurrences for each agent. The report also
shows the times at which these events occurred.
This report shows how much time agents spend at their stations during the day,
perhaps to help payroll staff determine the total hours worked.
Note: Agent status information is written to the database every 15 minutes. This
report shows agent status as of the end of the last 15-minute interval.
View
eAgentLoginStat
Template
em-agt12.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
448
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
Date
Timestamp
Time
Time
Event Type
EventType
Position ID
PositionID
Walkaway Duration
Time at Walkaway – Time at End of Walkaway
Login Duration
Time at Logout – Time at Login
Shift Duration
Duration
Total (Walkaway Duration) Sum of Walkaway Duration
% Walkaway
Total Walkaway Duration / Shift Duration
Total (Login Duration)
Sum of Logged In Duration
% Login
Total Login Duration / Shift Duration
Historical Reporting and Data Dictionary
449
Standard reports
450
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Agent Network/NACD Activity
Description
Meridian 1/Succession 1000 switch only. The Agent Network/NACD Activity
report shows agent activity on network and networked ACD-DN calls. The
report shows calls answered, conferenced, and transferred. The report also
shows total and average talk time for network and NACD calls.
Views
AgentPerformanceStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt17.rpt
dm-agt17.rpt
wm-agt17.rpt
mm-agt17.rpt
agent logon ID
agent name
Filters
Historical Reporting and Data Dictionary
451
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics
Report field
View field/Formula
Network Answered
NetworkCallsAnswered
Network Talk Time
(NSBR option)
NetworkCallsTalkTime
Avg Network Talk Time
(NSBR option)
NetworkCallsTalkTime / NetworkCallsAnswered
NACD Answered
NACDCallsAnswered
NACD Talk Time
NACDCallsTalkTime
Average NACD Talk Time NACDCallsTalkTime / NACDCallsAnswered
Instances Reserved for a
Call
ReservedForCall
Reserved Time
ReservedTime
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
452
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
453
Standard reports
Standard 1.0
Agent Performance
Description
The Agent Performance report shows summarized performance information for
a specific agent. The report tracks agents’ call handling activities for incoming
Symposium Call Center Server, ACD, and (on the Meridian 1/Succession 1000
switch) NACD calls, drawing attention to activities that should be rewarded or
weaknesses that may need to be addressed.
You can use this report to compare overall productivity, measured by the time
agents spend at their positions and how often they are busy during a shift.
Note: Only compare agents who have similar skillset assignments, as different
call types can offer different service levels.
Call lengths can also be an important indicator of an agent’s rapport with
customers.
Views
AgentPerformanceStat
Collection frequency
interval
daily
weekly
monthly
Templates
454
im-agt1.rpt
dm-agt1.rpt
wm-agt1.rpt
mm-agt1.rpt
Symposium Call Center Server
April 2004
Standard reports
Filters
agent logon ID
agent name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Summary statistics
Report field
View field/Formula
Logged In Time
LoggedInTime
Skillset Talk Time
TalkTime
Avg Skillset Talk Time
TalkTime / CallsAnswered
Avg ACD/NACD Talk
Time (Meridian 1/
Succession 1000)
ACDCallsTalkTime + NACDCallsTalkTime /
ACDCallsAnswered + NACDCallsAnswered
Avg ACD Talk Time
(DMS/MSL-100)
ACDCallsTalkTime / ACDCallsAnswered
DN Talk Time
Meridian 1/Succession 1000 switch:
DNInExtCallsTalkTime + DNInIntCallsTalkTime
+ DNOutExtCallsTalkTime +
DNOutIntCallsTalkTime
DMS/MSL-100 switch: DNInCallsTalkTime +
DNOutCallsTalkTime
Not Ready Time
NotReadyTime
Break Time (Meridian 1/
Succession 1000)
BreakTime
Historical Reporting and Data Dictionary
455
Standard reports
Report field
Standard 1.0
View field/Formula
Variable Wrap Time (DMS/ VariableWrapTime
MSL-100)
Ring Time
RingTime
Waiting Time
WaitingTime
Walkaway Time
WalkawayTime
N/W Time (NSBR option) NetworkCallsTalkTime
Resrv’d Time (NSBR/
NACD options)
ReservedTime
Calls Present’d
CallsOffered
Skillset Ans’d
CallsAnswered
N/W Ans’d (NSBR option) NetworkCallsAnswered
Resrv’d for Call (NSBR/
NACD options)
ReservedForCall
ACD/NACD Ans’d
(Meridian 1/Succession
1000)
ACDCallsAnswered + NACDCallsAnswered
ACDAns’d (DMS/
MSL-100)
ACDCallsAnswered
Short Calls Ans’d
ShortCallsAnswered
DN Calls
Meridian 1/Succession 1000 switch:
DNInExtCalls + DNInIntCalls + DNOutExtCalls
+ DNOutIntCalls
DMS/MSL-100 switch: DNInCalls +
DNOutCalls
456
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Conf Out
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther
Trans Out
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
% Work (DMS/MSL-100
switch)
[(TalkTime + NotReadyTime +
ACDCallsTalkTime) x 100] / LoggedInTime
Return Calls to Que
CallsReturnedtoQ
Return Calls Due to
Timeout
CallsReturnedToQDueToTimeout
Historical Reporting and Data Dictionary
457
Standard reports
Standard 1.0
Agent statistics
Report field
View field/Formula
% Work (Meridian 1/
Succession 1000)
[(TalkTime + NotReadyTime +
ACDCallsTalkTime + NACDCallsTalkTime) x
100] / LoggedInTime
Average Skillset Talk Time TalkTime / CallsAnswered
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
458
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
459
Standard reports
Standard 1.0
DMS/MSL-100 report
460
Symposium Call Center Server
April 2004
Standard reports
Agent Performance By Supervisor
Description
The Agent Performance By Supervisor report shows summarized agent
performance information grouped by assigned supervisor. The report shows call
totals, the amount of time agents spent in different states, and time averages.
Views
AgentPerformanceStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-agt4.rpt
dm-agt4.rpt
wm-agt4.rpt
mm-agt4.rpt
supervisor logon ID
supervisor name
Filters
Historical Reporting and Data Dictionary
461
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Call total statistics
462
Report field
View field/Formula
Answered
CallsAnswered
ACD/NACD Answd
(Meridian 1/Succession
1000)
ACDCallsAnswered + NACDCallsAnswered
ACD Answd (DMS/
MSL-100)
ACDCallsAnswered
N/W Answd
(Networking option)
NetworkCallsAnswered
Skillset Confd
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther
Confd Out
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDNs
+ DNCallsConfToOther
Short Calls Answered
ShortCallsAnswered
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Skillset Transfd
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther
Transfd Out
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Resv’d For Call (NSBR/
NACD options)
ReservedForCall
Retnd to Que
CallsReturnedToQ
Retnd to Que Due Timeout CallsReturnedToQDueToTimeout
Time summary statistics
Report field
View field/Formula
Logged In Time
LoggedInTime
Not Ready Time
NotReadyTime
Break Time (Meridian 1/
Succession 1000)
BreakTime
Resvd Time (NSBR/
NACD options)
ReservedTime
Historical Reporting and Data Dictionary
463
Standard reports
Standard 1.0
Report field
View field/Formula
Ring Time
RingTime
Walkaway Time
WalkawayTime
ACD/NACD Talk Time
(Meridian 1/Succession
1000)
ACDCallsTalkTime + NACDCallsTalkTime
ACD Talk Time (DMS/
MSL-100)
ACDCallsTalkTime
Skillset Talk Time
TalkTime
Variable Wrap Time (DMS/ VariableWrapTime
MSL-100)
N/W Time (NSBR option)
Waiting Time
464
WaitingTime
Symposium Call Center Server
April 2004
Standard reports
Time averages
Report field
View field/Formula
Average Not Ready Time
Total NotReadyTime / Agents Logged In
Average ACD/NACD Talk ACDCallsTalkTime + NACDCallsTalkTime /
Time (Meridian 1/
ACDCallsAnswered + NACDCallsAnswered
Succession 1000)
Average ACD Talk Time
(DMS/MSL-100)
ACDCallsTalkTime / ACDCallsAnswered
Average Skillset Talk Time Total TalkTime / Agents Logged In
Summaries
The report provides totals for each supervisor, and subtotals for each agent.
Agent statistics are further broken down by day, week, or month (depending on
the reporting period selected). For the interval reporting period, statistics are
further broken down by interval. The report also contains a grand total for all
agents.
Historical Reporting and Data Dictionary
465
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
466
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
467
Standard reports
Standard 1.0
Agent Performance Calls Answered, Bottom 5
Description
The Agent Performance Calls Answered, Bottom 5 report is a daily report that
shows summarized performance information for the five agents who answered
the lowest number of Symposium Call Center Server calls.
The Agent Performance Calls Answered, Bottom 5 report compares agentspecific time summaries—such as total logged on time and not ready time—to a
group average. Agents who appear frequently on this report may need assistance
or further training to improve call handling productivity.
Views
AgentPerformanceStat
Collection frequency
daily
Template
dm-agt3.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
468
Symposium Call Center Server
April 2004
Standard reports
Call total statistics
Report field
View field/Formula
Skillset Ansd
CallsAnswered
Skillset Conf
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther
Skillset Transf
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther
Resv For Call (NSBR/
NACD options)
ReservedForCall
Short Calls Ansd
ShortCallsAnswered
ACD/NACD Ansd
(Meridian 1/Succession
1000)
ACDCallsAnswered + NACDCallsAnswered
ACD Ansd (DMS/
MSL-100)
ACDCallsAnswered
Retn to Q
CallsReturnedToQ
Retn to Q Timeout
CallsReturnedToQDueToTimeout
Total Ansd
CallsAnswered + ACDCallsAnswered +
NACDCallsAnswered
Total Conf
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDNs
+ DNCallsConfToOther
Historical Reporting and Data Dictionary
469
Standard reports
Standard 1.0
Report field
View field/Formula
Total Transf
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Time summary statistics
470
Report field
View field/Formula
Logged In
LoggedInTime
Not Ready
NotReadyTime
Break (Meridian 1/
Succession 1000)
BreakTime
Reserved (NSBR/NACD
options)
ReservedTime
Ring
RingTime
Walkaway
WalkawayTime
ACD/NACD Talk
ACDCallsAnswered + NACDCallsAnswered
Skillset Talk
TalkTime
Waiting
WaitingTime
Symposium Call Center Server
April 2004
Standard reports
Time averages statistics
Report field
View field/Formula
Not Ready
NotReadyTime / (CallsAnswered +
ACDCallsAnswered + NACDCallsAnswered)
ACD/NACD Talk
(Meridian 1/Succession
1000)
(ACDCallsTalkTime + NACDCallsTalkTime) /
(ACDCallsAnswered + NACDCallsAnswered)
Skillset Talk
TalkTime / CallsAnswered
Summaries
The report provides totals for each agent, and subtotals for each day in the
reporting period. The report also contains a grand total for all agents.
Historical Reporting and Data Dictionary
471
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
472
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
473
Standard reports
Standard 1.0
Agent Performance Calls Answered, Top 5
Description
The Agent Performance Calls Answered, Top 5 report is a daily report that
shows call center managers summarized performance information for the five
agents who answered the highest number of Symposium Call Center Server
calls.
The Agent Performance Calls Answered, Top 5 report compares agent-specific
time summaries—such as total logged on time and not ready time—to a group
average. Managers can track performance and may offer incentives based on
agent appearances in this report.
Views
AgentPerformanceStat
Collection frequency
daily
Template
m-agt2.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
474
Symposium Call Center Server
April 2004
Standard reports
Statistics and summaries
The statistics in this report are identical to those in the Agent Performance Calls
Answered, Bottom 5 report (see page 468), except that they are for the five
agents who answered the highest number of calls. The statistics are summarized
in the same way as in the Agent Performance Calls Answered, Bottom 5 report.
Historical Reporting and Data Dictionary
475
Standard reports
Standard 1.0
Agent Short Calls
Description
The Agent Short Calls report shows summarized information on short call
performance, grouping the data into supervisor and agent summaries.
Definition: Short call
A short call is an incoming Symposium Call Center Server or ACD call that lasts
less than a predetermined amount of time, as defined for the threshold class to
which the skillset belongs. For example, a short call can occur if a caller hangs
up due to dialing the wrong number.
Short calls can also occur if an agent inadvertently presses the wrong button on
the phoneset. Symposium Call Center Server and ACD calls that were answered,
transferred, conferenced, and returned to queue are also itemized within this
report. A large number of short calls may suggest a need for further training.
Views
AgentPerformanceStat
Collection frequency
interval
daily
weekly
monthly
Templates
476
im-agt8.rpt
dm-agt8.rpt
wm-agt8.rpt
mm-agt8.rpt
Symposium Call Center Server
April 2004
Standard reports
Filters
agent logon ID
agent name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Statistics
Report field
View field/Formula
Short Calls Answered
ShortCallsAnswered
Skillset Answered
CallsAnswered
Skillset Conferenced
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther
Skillset Transferred
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther
Returned to Queue
CallsReturnedToQ
Reserved For Call (NSBR/ ReservedForCall
NACD options)
ACD/NACD Answered
(Meridian 1/Succession
1000)
ACDCallsAnswered + NACDCallsAnswered
ACD Answered (DMS/
MSL-100)
ACDCallsAnswered
Historical Reporting and Data Dictionary
477
Standard reports
Standard 1.0
Report field
View field/Formula
Returned to Q Due to
Timeout
CallsReturnedToQDueToTimeout
Total Answered
CallsAnswered + ACDCallsAnswered +
NACDCallsAnswered
Total Conferenced
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther
Total Transferred
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Summaries
The report provides totals for each supervisor, and subtotals for each agent.
Agent statistics are further broken down by day, week, or month (depending on
the reporting period selected). For the interval reporting period, statistics are
further broken down by interval. The report also contains a grand total for all
agents.
478
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
479
Standard reports
Standard 1.0
DMS/MSL-100 report
480
Symposium Call Center Server
April 2004
Standard reports
Agent Transferred/Conferenced Activity
Description
The Agent Transferred/Conferenced Activity report shows detailed statistics
about calls conferenced and transferred by agents. The report provides
summarized totals for the time period under review.
This report helps managers identify agents who may have difficulty with a
specific skill. It can also highlight agents who need additional training or
reassignment to a different skillset.
Views
AgentPerformanceStat
Templates
im-agt18.rpt
dm-agt18.rpt
wm-agt18.rpt
mm-agt18.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Historical Reporting and Data Dictionary
481
Standard reports
Standard 1.0
Calls transferred/conferenced by statistics
482
Report field
View field/Formula
Skillset Transf
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther
ACD Transf
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther
DN Transf
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Skillset Conf
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther
ACD Conf
ACDCallsConfToCDN + ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther
DN Conf
DNCallsConfToCDN + DNCallsConfToDN +
DNCallsConfToACDDN + DNCallsConfToOther
Symposium Call Center Server
April 2004
Standard reports
Calls transferred/conferenced to statistics
Report field
View field/Formula
Transf ACD
CDNCallsTransferredToIncalls +
ACDCallsTransferredToIncalls +
DNCallsTransferredToACDDN
Transf DN
CDNCallsTransferredToDN +
ACDCallsTransferredToDN +
DNCallsTransferredToDN
Transf CDN
CDNCallsTransferredToCDN +
ACDCallsTransferredToCDN +
DNCallsTransferredToCDN
Transf Other
CDNCallsTransferredToOther +
ACDCallsTransferredToOther +
DNCallsTransferredToOther
Conf ACD
CDNCallsConferencedToIncalls +
ACDCallsConferencedToIncalls +
DNCallsConferencedToIncalls
Conf DN
CDNCallsConferencedToDN +
ACDCallsConferencedToDN +
DNCallsConferencedToDN
Conf CDN
CDNCallsConferencedToCDN +
ACDCallsConferencedToCDN +
DNCallsConferencedToCDN
Conf Other
CDNCallsConferencedToOther +
ACDCallsConferencedToOther +
DNCallsConferencedToOther
Historical Reporting and Data Dictionary
483
Standard reports
Standard 1.0
Consultation statistics (Meridian 1/Succession 1000)
484
Report field
View field/Formula
Consultation Time
ConsultationTime
Transf Out
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Conf Out
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther
Symposium Call Center Server
April 2004
Standard reports
Totals statistics (DMS/MSL-100)
Report field
View field/Formula
Total Transferred Out
CDNCallsTransferredToCDN +
CDNCallsTransferredToDN +
CDNCallsTransferredToIncalls +
CDNCallsTransferredToOther +
ACDCallsTransferredToCDN +
ACDCallsTransferredToDN +
ACDCallsTransferredToIncalls +
ACDCallsTransferredToOther +
DNCallsTransferredToCDN +
DNCallsTransferredToDN +
DNCallsTransferredToACDDN +
DNCallsTransferredToOther
Total Conferenced Out
CDNCallsConfToCDN + CDNCallsConfToDN +
CDNCallsConfToIncalls +
CDNCallsConfToOther + ACDCallsConfToCDN
+ ACDCallsConfToDN +
ACDCallsConfToIncalls +
ACDCallsConfToOther + DNCallsConfToCDN +
DNCallsConfToDN + DNCallsConfToACDDN +
DNCallsConfToOther
Summaries
The report provides totals for each agent, and subtotals for each day, week, or
month (depending on the reporting period selected). For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
485
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
486
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
487
Standard reports
Standard 1.0
Estimated Revenue Per Agent
Description
The Estimated Revenue Per Agent report shows the amount of revenue each
agent generates based on the total number of calls taken and the number of times
a specified activity code is recorded.
For user-defined reports that use this report as a template, you can set a dollar
value to be multiplied against activity code occurrences. This is a useful feature
for call centers that offer revenue-based incentives.
Notes:
This report does not include Not Ready activity codes.
For standard reports, the default dollar value ($1.00) is used.
ActivityCodeStat
Views
Collection frequency
daily
weekly
monthly
Templates
488
dm-agt13.rpt
wm-agt13.rpt
mm-agt13.rpt
Symposium Call Center Server
April 2004
Standard reports
Filters
activity code
activity name
agent logon ID
agent name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Total Activity Time
ActivityTime
Total Occurrences
Occurrences
Total Estimated Revenue
Generated
Occurrences * Per Unit $ (specified at run-time)
Summaries
The report provides totals for each agent, and subtotals for each activity code.
For each activity code, statistics are further broken down by day, week, or
month, depending on the reporting period selected. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
489
Standard reports
490
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section C: Application reports
In this section
Application By Activity Code
492
Application By Skillset
495
Application Call Treatment
498
Application Delay Before Abandon
504
Application Delay Before Answer
508
Application Performance
512
Crosstab - Application Performance
516
Historical Reporting and Data Dictionary
491
Standard reports
Standard 1.0
Application By Activity Code
Description
The Application By Activity Code report allows you to monitor each agent’s
work and time distribution by the types of calls answered. During calls, agents
can identify the call type by entering an activity (Line of Business) code. These
codes can identify calls as sales, service, or support calls.
Notes:
This report does not include Not Ready activity codes.
On the DMS/MSL-100 switch, agents cannot use the LOB key while they
are conferenced with another agent.
ActivityCodeStat
Views
Collection frequency
interval
daily
weekly
monthly
Templates
492
im-app9.rpt
dm-app9.rpt
wm-app9.rpt
mm-app9.rpt
Symposium Call Center Server
April 2004
Standard reports
Filters
activity code
activity name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Activity Time
ActivityTime
Average Activity Time
ActivityTime / Occurrences
Activity Occurrences
Occurrences
Summaries
The report provides totals for each activity code, and subtotals for each
application. For each activity code, statistics are broken down by day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all agents.
Historical Reporting and Data Dictionary
493
Standard reports
494
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Application By Skillset
Description
The Application By Skillset report shows summarized application statistics for
each skillset under review. The report provides statistics such as the total number
of calls answered for a skillset, number of calls answered after the service level
threshold for the skillset, all agent staffed time, and average number of agents.
This report is an indicator of application contribution to a skillset.
Note: This report does not contain statistics for the System_Application.
Views
SkillsetStat
Collection frequency
interval
daily
weekly
monthly
Templates
imskill3.rpt
dmskill3.rpt
wmskill3.rpt
mmskill3.rpt
skillset name
Filter
Historical Reporting and Data Dictionary
495
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Skillset Answered
CallsAnswered
Skillset Answered After
Thresh
CallsAnsweredAfterThreshold
% Ansd After Thresh
CallsAnsweredAfterThreshold / CallsAnswered x
100
Answer Delay
CallsAnsweredDelay
Average Answer Delay
CallsAnsweredDelay / CallsAnswered
Maximum Answer Delay
MaxAnsweredDelay
Summaries
The report provides totals for each skillset, and subtotals for each application.
For each appication, statistics are further broken down by day, week, or month
(depending on the reporting period selected). For the interval reporting period,
statistics are further broken down by interval, and within each interval, by
application. The report also contains a grand total for all skillsets.
496
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
497
Standard reports
Standard 1.0
Application Call Treatment
Description
The Application Call Treatment report shows summary performance
information about the handling of each call associated with a particular
application. The report displays multiple treatments that can occur within the
call script or application and the number of calls that received the specified
treatments. The report records the number of calls that the system answered,
abandoned, offered, routed, and disconnected.
This report measures other treatments within the call script, including
commands such as Give Force Busy, Give Route To, or Give Force Disconnect.
You can keep a count of the number of callers who receive a specific treatment
and service.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Note: If you use the interval data type, remember that a call offered at one
interval could be given treatment at another interval.
Templates
498
im-app7.rpt
dm-app7.rpt
wm-app7.rpt
mm-app7.rpt
Symposium Call Center Server
April 2004
Standard reports
Filter
application name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Overflowed statistics
Report field
View field/Formula
Quantity
CallsGivenForceOverflow
Percentage (%)
CallsGivenForceOverflow / CallsOffered x 100
Average time before
TimeBeforeForceOverflow / number of calls
given Force Overflow
Average calls per reporting CallsGivenForceOverflow / number of reporting
period
periods (intervals, days, weeks, or months)
Average time before
treatment per reporting
period
TimeBeforeForceOverflow / number of reporting
periods (intervals, days, weeks, or months)
Defaulted statistics
Report field
View field/Formula
Quantity
CallsGivenDefault
Percentage (%)
CallsGivenDefault / CallsOffered x 100
Average time before
TimeBeforeDefault / number of calls given default
treatment
Historical Reporting and Data Dictionary
499
Standard reports
Report field
Standard 1.0
View field/Formula
Average calls per reporting CallsGivenDefault / number of reporting periods
period
(intervals, days, weeks, or months)
Average time before
treatment per reporting
period
TimeBeforeDefault / number of reporting periods
(intervals, days, weeks, or months)
Given Busy statistics
Report field
View field/Formula
Quantity
CallsGivenForceBusy
Percentage (%)
CallsGivenForceBusy / CallsOffered x 100
Average time before
TimeBeforeForceBusy / number of calls given
Force Busy treatment
Average calls per reporting CallsGivenForceBusy / number of reporting
period
periods (intervals, days, weeks, or months)
Average time before
treatment per reporting
period
TimeBeforeForceBusy / number of reporting
periods (intervals, days, weeks, or months)
Routed statistics
Report field
View field/Formula
Quantity
CallsGivenRouteTo
Percentage (%)
CallsGivenRouteTo / CallsOffered x 100
Average time before
TimeBeforeRouteTo / Number of calls given
Route To treatment
Average calls per reporting CallsGivenRouteTo / number of reporting periods
period
(intervals, days, weeks, or months)
500
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Average time before
treatment per reporting
period
TimeBeforeRouteTo / number of reporting periods
(intervals, days, weeks, or months)
Disconnected statistics
Report field
View field/Formula
Quantity
CallsGivenForceDisconnect
Percentage (%)
CallsGivenForceDisconnect / CallsOffered x 100
Average time before
TimeBeforeForceDisconnect / Number of calls
Average calls per reporting CallsGivenForceDisconnect / number of reporting
period
periods (intervals, days, weeks, or months)
Average time before
treatment per reporting
period
TimeBeforeForceDisconnect / number of
reporting periods (intervals, days, weeks, or
months)
Offered statistics
Report field
View field/Formula
Quantity
CallsOffered
Answered statistics
Report field
View field/Formula
Quantity
CallsAnswered
Percentage (%)
CallsAnswered / CallsOffered x 100
Historical Reporting and Data Dictionary
501
Standard reports
Report field
Standard 1.0
View field/Formula
Average calls per reporting Calls Answered / number of reporting periods
period (interval, day, week, (intervals, days, weeks, or months)
or month)
Abandoned statistics
Report field
View field/Formula
Total
CallsAbandoned
Percentage (%)
CallsAbandoned / CallsOffered x 100
Average calls per reporting CallsAbandoned / number of reporting periods
period (interval, day, week, (intervals, days, weeks, or months)
or month)
Given Host Lookup statistics
Report field
View field/Formula
Total
CallsGivenHostLookup
Percentage (%)
CallsGivenHostLookup / CallsOffered x 100
Average calls per reporting CallsGivenHostLookup / number of reporting
period (interval, day, week, periods (intervals, days, weeks, or months)
or month)
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
502
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
503
Standard reports
Standard 1.0
Application Delay Before Abandon
Description
The Application Delay Before Abandon report gauges service quality by
indicating how many callers disconnect (abandon) before reaching an agent. The
spectrum shows how long callers typically wait before abandoning, whether
they abandoned before or after reaching the service level threshold for the
application, and the percentage of calls that abandoned.
With a greater awareness of customer tolerance levels, call center managers can
adjust call scripts to provide quicker service, offer recorded announcements
more frequently, offer callers the option to access an interactive voice
recognition system, and add additional agents to increase service.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-app5.rpt
dm-app5.rpt
wm-app5.rpt
mm-app5.rpt
application name
Filter
504
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Abandon delay spectrum
The Application Delay Before Abandon report contains a histogram showing the
number of calls abandoned after delays of times divided into 2-second
increments. The statistics for the histogram are taken from the AbdDelay view
fields.
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
% Abandoned
CallsAbandoned / CallsOffered x 100
Abandoned After
Threshold
CallsAbandonedAftThreshold
Abandon Delay
CallsAbandonedDelay
Maximum Abandon Delay MaxCallsAbandonedDelay
Average Abandon Delay
Historical Reporting and Data Dictionary
CallsAbandonedDelay / CallsAbandoned
505
Standard reports
Standard 1.0
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
506
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
507
Standard reports
Standard 1.0
Application Delay Before Answer
Description
The Application Delay Before Answer report shows summarized performance
information regarding call answer delays for an application. The report focuses
on application performance from the customer’s point of view, indicating how
long callers wait before connecting to an agent. The statistics include all
Symposium Call Center Server calls for this application. The report also
indicates whether the delay occurred after the skillset received the call.
By keeping delays to a minimum, the call center shows respect for customers
and inspires the confidence that brings repeat business.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-app3.rpt
dm-app3.rpt
wm-app3.rpt
mm-app3.rpt
application name
Filter
508
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Answer delay spectrum
The Application Delay Before Answer report contains a histogram showing the
number of calls answered after delays of times divided into 2-second
increments. The statistics for the histogram are taken from the AnsDelay view
fields.
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answer Delay
CallsAnsweredDelay
Delay at Skillset
CallsAnsweredDelayAtSkillset
Answered After Threshold CallsAnsweredAftThreshold
Maximum Answer Delay
MaxCallsAnsDelay
Maximum Delay at Skillset MaxCallsDelayAtSkillset
Average Answer Delay
Historical Reporting and Data Dictionary
CallsAnsweredDelay / CallsAnswered
509
Standard reports
Standard 1.0
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
510
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
511
Standard reports
Standard 1.0
Application Performance
Description
The Application Performance report provides summarized performance
information on your call center applications. The report gives an overview of
calls answered, delayed, and abandoned, as well as the percentage of calls that
achieved a minimum service level. The report tracks calls routed to the specified
application (Master or primary call script). This report can be particularly useful
in determining the efficiency of the service your center provides to specific call
types and callers.
By showing the volume of calls answered in a given period, along with the
average delay callers experienced, the report can identify the level of service
customers received on a specific type of call or activity.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Templates
512
im-app1.rpt
dm-app1.rpt
wm-app1.rpt
mm-app1.rpt
Symposium Call Center Server
April 2004
Standard reports
Filter
application name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answer Delay
CallsAnsweredDelay
Avg Answer Delay
CallsAnsweredDelay / CallsAnswered
Max Answer Delay
MaxCallsAnsDelay
Ans After Threshold
CallsAnsweredAftThreshold
Abandoned
CallsAbandoned
Max Abandon Delay
MaxCallsAbandonedDelay
Aban After Threshold
CallsAbandonedAftThreshold
Ans Delay At Skillset
CallsAnsweredDelayAtSkillset
% Service Level
[{(CallsAnswered + CallsAbandoned) –
(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100
Historical Reporting and Data Dictionary
513
Standard reports
Standard 1.0
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
514
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
515
Standard reports
Standard 1.0
Crosstab - Application Performance
Description
The Crosstab - Application Performance report provides you with an at-a-glance
view of application performance (calls answered, calls abandoned, and calls
offered) for several days. You can use this report to compare application
performance for the same reporting period on different days.
Views
iApplicationStat
Collection frequency
interval
Templates
icross_Application.rpt
application name
Filter
Rights required
516
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each application for each interval, as well as daily
totals for the application.
Historical Reporting and Data Dictionary
517
Standard reports
518
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section D: Call by call reports
In this section
Call By Call Statistics
Historical Reporting and Data Dictionary
520
519
Standard reports
Standard 1.0
Call By Call Statistics
Description
For each call, the Call By Call Statistics report shows detailed information
including time, event, agent, source, and destination.
You can collect call information from the time the call is made until the time it
leaves Symposium Call Center Server control. You can collect statistics for all
of the events defined in Historical Statistics Collection.
Notes:
The Call By Call Statistics report includes only one interval.
Call By Call Statistics reports contain a large amount of data.
Consequently, they take much longer to generate than other types of
reports.
Event information is written to the database every 15 minutes.
eCallByCallStatYYYYMMDD
Agent
Views
Template
em-res9.rpt
Rights required
520
Function
Minimum access level
Reports
Create and run any report
Reports—Call By Call
Create and run any report
Users
View all users
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Call ID
eCallByCallStatYYYYMMDD.CallId
Time
eCallByCallStatYYYYMMDD.Time
Event
eCallByCallStatYYYYMMDD.CallEventName
Agent
Agent.SurName, Agent.GivenName,
Agent.TelsetLoginID
Source
eCallByCallStatYYYYMMDD.Source
Destination
eCallByCallStatYYYYMMDD.Destination
Associated Data
eCallByCallStatYYYYMMDD.AssociatedData
Event Data
eCallByCallStatYYYYMMDD.EventData
Grouping
Events in the Call By Call Statistics report are grouped by call ID.
Historical Reporting and Data Dictionary
521
Standard reports
522
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section E: Configuration reports
In this section
Activity Code Properties
524
Agent By Supervisor Properties
527
Agent Properties
530
Agent Skillset Assignment
536
Agent Skillset Properties
539
Agent Supervisor Assignment
543
Application Script Properties
546
Application Template Properties
549
CDN Properties
552
Database View Definitions
555
DNIS Properties
559
Formula Properties
562
Historical and Real Time Statistics Properties
565
IVR Port Properties
573
IVR Queue and Port Properties
576
Logged In Agent Position ID
579
Network Site and Application Properties
583
Network Skillset Routing Properties
587
Real Time Template Properties
591
Route Properties
594
Script Variable By Script
597
Script Variable Properties
600
Skillset Properties
603
Supervisor Properties
608
Telephone Display Properties
612
User Access Privilege
615
Historical Reporting and Data Dictionary
523
Standard reports
Standard 1.0
Activity Code Properties
Description
The Activity Code Properties report lists all of the activity codes and their
assigned names.
Where properties are defined
Activity code properties are defined on Activity Code Properties property sheet.
View
ActivityCode
Template
config8.rpt
activity code
activity name
Filters
Rights required
524
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Activity Code Name
Name
Activity Code Number
ActivityCode
Historical Reporting and Data Dictionary
525
Standard reports
526
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Agent By Supervisor Properties
Description
The Agent By Supervisor Properties report lists agents and the supervisors to
whom they are assigned. Agents can have multiple supervisors. Therefore, an
agent may appear multiple times in the report.
View
SupervisorAgentAssignment
Template
config31.rpt
supervisor logon ID
supervisor name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
Report field
View field/Formula
Supervisor Name & ID
SupervisorGivenName SupervisorSurName
SupervisorTelsetLoginID
Assigned Agent Name
AgentGivenName AgentSurName
Historical Reporting and Data Dictionary
527
Standard reports
528
Standard 1.0
Report field
View field/Formula
Phoneset Login ID
AgentTelsetLoginID
Supervisor Type
Type
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
529
Standard reports
Standard 1.0
Agent Properties
Description
The Agent Properties report presents agent information in the following
categories:
general information—including threshold class name, department, and title
agent call presentation information—including call presentation options
defined for the agent’s call presentation class
phoneset information—including port information for the phoneset at
which the agent is logged on, and the agent’s personal or secondary
directory number
supervisor information—which lists the agent’s supervisors
Where properties are defined
Agent properties are defined on the User Properties property sheet for each
agent.
Views
Agent
SupervisorAgentAssignment
Template
config5.rpt
agent logon ID
agent name
Filters
530
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
Create and run any report
General fields
Report field
View field/Formula
Agent Name & ID
Agent.GivenName Agent.SurName
Agent.TelsetLoginID
Threshold Class
Agent.ThresholdTemplateName
Department
Agent.Department
Title
Agent.Title
Comment
Agent.Comment
Agent Call Presentation fields
Report field
View field/Formula
Call Presentation Class
Agent.TemplateName
Call Force Option
(Meridian 1/Succession
1000)
Agent.CallForceOption
Call Force Timer Delay
(Meridian 1/Succession
1000)
Agent.CallForceDelayTimer
Reserve for Network Call
(NSBR option)
Agent.TelsetShowReserve
Historical Reporting and Data Dictionary
531
Standard reports
Standard 1.0
Report field
View field/Formula
Return To Queue On No
Answer
Agent.ReturnToQueueOnNoAnswer
Return To Queue Wait
Interval
Agent.ReturnToQueueWaitInterval
Make Phoneset
Agent.ReturnToQueueMode
DN On Hold (Meridian 1/
Succession 1000)
Agent.AlternateCallAnswer
Union Break Timer
(Meridian 1/Succession
1000)
Agent.UnionBreakTimer
Not Ready on Secondary
DN (DMS/MSL-100)
Agent.NROSDN
Variable Wrap Time (DMS/ Agent.VariableWrap
MSL-100)
Phoneset fields
532
Report field
View field/Formula
Phoneset Login ID
Agent.TelsetLoginID
Personal DN (Meridian 1/
Succession 1000)
Agent.PersonalDN
Secondary DN (DMS/
MSL-100)
Agent.SecondaryDN
Switch Port Address
Agent.SwitchPortAddress
Switch Port Name
Agent.SwitchPortName
Switch ID
Agent.SwitchID
Symposium Call Center Server
April 2004
Standard reports
Supervisor fields
Report field
View field/Formula
Supervisor Name
SupervisorAgentAssignment.SupervisorSurname
SupervisorAgentAssignment.SupervisorGivenName
Supervisor Phoneset SupervisorAgentAssignment.SupervisorTelsetLoginID
Login ID
Type
SupervisorAgentAssignment.Type
Historical Reporting and Data Dictionary
533
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
534
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
535
Standard reports
Standard 1.0
Agent Skillset Assignment
Description
The Agent Skillset Assignment report lists scheduled changes of agents and
their skillset assignments.
Where properties are defined
Agent to skillset assignment properties are defined on the Agent to Skillset
Properties property page.
View
ScheduledSkillsetAssignment
Template
config24.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
536
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Assignment Name
AssignName
Status
Status
Comment
Comment
Agent Name and Phoneset UserSurName UserGivenName
Login
UserTelsetLoginID
To Skillset
SkillsetName
SkillsetState
SkillsetState
Priority
Priority
Historical Reporting and Data Dictionary
537
Standard reports
538
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Agent Skillset Properties
Description
The Agent Skillset Properties report lists general agent information and skillset
assignments. General information includes department, title, and assigned
templates. Skillset information includes the skillset name and the agent’s priority
within the skillset.
Where properties are defined
Agent skillset properties are defined on the Skillsets – User Properties property
page.
Views
Agent
SkillsetByAgent
Skillset
Template
config29.rpt
agent logon ID
agent name
Filters
Historical Reporting and Data Dictionary
539
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
Create and run any report
Field descriptions
540
Report field
View field/Formula
Agent Name & ID
Agent.SurName Agent.GivenName
Agent.TelsetLoginID
Phoneset Login ID
Agent.TelsetLoginID
Personal DN (Meridian 1/
Succession 1000)
Agent.PersonalDN
Call Presentation Class
Agent.AgentTemplateName
Threshold Class
Agent.ThresholdTemplateName
Skillset Name
Skillset.Skillset
Skillset State
SkillsetByAgent.SkillsetState
Priority
SkillsetByAgent.Priority
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
541
Standard reports
Standard 1.0
DMS/MSL-100 report
542
Symposium Call Center Server
April 2004
Standard reports
Agent Supervisor Assignment
Description
The Agent Supervisor Assignment report lists agent to supervisor assignments
and their properties.
Where properties are defined
Agent to supervisor assignment properties are defined on the Agent to
Supervisor Properties property sheet.
Views
ScheduledSupervisorAssignment
SupervisorAgentAssignment
Template
config23.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
Historical Reporting and Data Dictionary
Create and run any report
543
Standard reports
Standard 1.0
Field descriptions
Report field
View field/Formula
Assignment Name ScheduledSupervisorAssignment.AssignName
544
Status
ScheduledSupervisorAssignment.Status
Comment
ScheduledSupervisorAssignment.Comment
From Reporting
Supervisor
SupervisorAgentAssignment.SupervisorUserID
SupervisorAgentAssignment.SupervisorSurname
SupervisorAgentAssignment.SupervisorGivenName
Agent Name and
Phoneset Login
SupervisorAgentAssignment.AgentSurName
SupervisorAgentAssignment.AgentGivenName
SupervisorAgentAssignment.AgentTelsetLoginID
To Reporting
Supervisor
ScheduledSupervisorAssignment.SupervisorID
ScheduledSupervisorAssignment.SupervisorGivenName
ScheduledSupervisorAssignment.SupervisorSurname
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
545
Standard reports
Standard 1.0
Application Script Properties
Description
The Application Script Properties report describes the relationship between
application scripts.
Definition: Parent script
A parent script is any script that directs a call to another secondary script.
Definition: Child script
A child script is a secondary script to which a primary script or another
secondary script directs a call.
View
ApplicationByScript
Template
config14.rpt
application name
Filter
Rights required
546
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Parent Script Name
ParentName
Child Script Name
ChildName
Historical Reporting and Data Dictionary
547
Standard reports
548
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Application Template Properties
Description
The Application Template Properties report lists all your applications. For each
application, it provides the service level threshold, threshold class, and threshold
levels.
Views
Application
ApplicationThresholdTemplate
Template
config15.rpt
application name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
549
Standard reports
Standard 1.0
Field descriptions
550
Report field
View field/Formula
Application Name
Application.Name
Call By Call
Application.CallByCall
Threshold Class
ApplicationThresholdTemplate.Name
Field
ApplicationThresholdTemplate.Field
Level 1
ApplicationThresholdTemplate.Level1
Level 2
ApplicationThresholdTemplate.Level2
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
551
Standard reports
Standard 1.0
CDN Properties
Description
The CDN Properties report lists the CDNs and their assigned names.
Definition: CDN
A Controlled Directory Number (CDN) is a number configured in the switch as
the entry point for calls into Symposium Call Center Server. You can configure
multiple CDNs in the switch and associate them with the Master script of
Symposium Call Center Server.
Where properties are defined
CDN properties are defined on the CDN Properties property sheet.
View
CDN
Template
config7.rpt
CDN
CDN name
Filters
Rights required
552
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
CDN Number
CDN
CDN Name
Name
Call Type
Type
Historical Reporting and Data Dictionary
553
Standard reports
554
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Database View Definitions
Description
The Database View Definitions report generates a complete list of the database
views available in the Symposium Call Center Server database. You can use
these views to design user-created reports.
For each database view, the report lists the fields in the view. For each field, the
report provides the field type and length.
View
Views
Template
config34.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
Report field
View field/Formula
Field Name
ColumnName
Type
Type
Length
Length
Historical Reporting and Data Dictionary
555
Standard reports
Standard 1.0
Field types
Field type
Description
Value range
Size
binary
binary data
n/a
n bytes, data
dependent
char
fixed character
length
n/a
n bytes
datetime
time stamp
Jan 1, 1753 to Dec 31, 8 bytes
9999
int
integer
– 2 147 483 648 to
4 bytes
2 147 483 647
smalldatetime
timestamp
Jan 1, 1900 to June 6, 4 bytes
2079
smallint
small integer
– 32 768 to
2 bytes
32 767
556
tinyint
tiny integer
0 to 255
1 byte
varchar
variable length
character
n/a
n bytes, data
dependent
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
557
Standard reports
Standard 1.0
DMS/MSL-100 report
558
Symposium Call Center Server
April 2004
Standard reports
DNIS Properties
Description
The DNIS Properties report lists each DNIS and its assigned name. It also
displays the service level threshold.
Definition: DNIS
Dialed Number Identification Service (DNIS) allows you to identify the dialed
number for calls coming into the call center. Typically, DNIS numbers are used
for 1-800 numbers. For example, a company might give customers different
1-800 numbers for sales and customer service calls.
Where properties are defined
DNIS Properties are defined on the DNIS Properties property sheet.
View
DNIS
Template
config10.rpt
DNIS
DNIS name
Filters
Historical Reporting and Data Dictionary
559
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
560
Report field
View field/Formula
DNIS Name and Number
DNISName, DNIS
Service Level Threshold
ServiceLevelThreshold
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
561
Standard reports
Standard 1.0
Formula Properties
Description
The Formula Properties report lists all of the customized formulas and their
definitions as they appear in real-time displays. You can use formulas to create
customized real-time statistics fields by combining existing statistics fields with
mathematical operators.
Where properties are defined
Formula properties are defined on the Formula Properties property sheet.
View
Formula
Template
config17.rpt
Rights required
562
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Formula Name
Name
Class
Class
Comment
Comment
Definition
Definition
Historical Reporting and Data Dictionary
563
Standard reports
564
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Historical and Real Time Statistics Properties
Description
The Historical and Real Time Statistics Properties report lists the historical and
real-time statistics you configured Symposium Call Center Server to collect.
Notes:
To view call-by-call properties for individual applications, see the
Application Properties report.
User-defined reports using this standard report as a template cannot be
scheduled.
Real-time statistics collection modes
You can collect real-time statistics in the following modes.
Moving window mode
In moving window mode, statistics shown represent the last 10 minutes of
system activity.
Interval-to-date mode
In interval-to-date mode, statistics are collected only for the current interval
(defined on the Real-time Statistics Configuration property sheet). When the
interval is over, data fields initialize to zero and collection begins for the next
interval.
Where properties are defined
Real-time statistics collection properties are defined on the Real-time Statistics
Configuration property sheet. Historical statistics collection properties are
defined on the Historical Statistics Configuration property sheet.
Historical Reporting and Data Dictionary
565
Standard reports
Standard 1.0
Views
HistoricalStatCollection
HistoricalStatDuration
HistoricalStatStorage
RealTimeStatCollection
Template
config1.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Collection fields
566
Report field
View field/Formula
Application
HistoricalStatCollection.Application
CDN
HistoricalStatCollection.CDN
Skillset
HistoricalStatCollection.Skillset
Activity Code
HistoricalStatCollection.ActivityCode
DNIS
HistoricalStatCollection.DNIS
Trunk (Meridian 1/
Succession 1000)
HistoricalStatCollection.Trunk
Route (Meridian 1/
Succession 1000)
HistoricalStatCollection.Route
RAN/Music Route
HistoricalStatCollection.RANMusicRoute
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Agent Performance
HistoricalStatCollection.AgentPerformance
Agent By-Application
HistoricalStatCollection.AgentByApplication
Agent By-Skillset
HistoricalStatCollection.AgentBySkillset
Agent Login/Logout
HistoricalStatCollection.AgentLogin
IVR ACD-DN Statistics
(Meridian 1/Succession
1000)
HistoricalStatCollection.IVR
IVR Port Statistics
(Meridian 1/Succession
1000)
HistoricalStatCollection.IVRPort
IVR Port Login/Logout
(Meridian 1/Succession
1000)
HistoricalStatCollection.IVRPortLogin
Network Call
(NSBR option)
HistoricalStatCollection.NetworkCall
Network Out Call
(NSBR option)
HistoricalStatCollection.NetworkOutCall
Historical Duration fields
Report field
View field/Formula
Days Of Interval
HistoricalStatDuration.DaysOfInterval
Days Of Daily
HistoricalStatDuration.DaysOfDaily
Weeks Of Weekly
HistoricalStatDuration.WeeksOfWeekly
Months Of Monthly
HistoricalStatDuration.MonthsOfMonthly
Historical Reporting and Data Dictionary
567
Standard reports
Standard 1.0
Report field
View field/Formula
Days of IVR Port Login
(Meridian 1/Succession
1000)
HistoricalStatDuration.DaysOfIVRPortLogin
Days of Agent Login and
Logout
HistoricalStatDuration.DaysOfAgentLogin
First Business Day Of the
Week
HistoricalStatDuration.FirstDayOfWeek
Business Hours Per Day
HistoricalStatDuration.BusinessHoursPerDay
Business Days Per Week
HistoricalStatDuration.BusinessDaysPerWeek
Days Of Call By Call
HistoricalStatDuration.DaysOfCallByall
Historical Storage fields
568
Report field
View field/Formula
Parameter
HistoricalStatStorage.Parameter
System
HistoricalStatStorage.System
Purchased
HistoricalStatStorage.Purchased
Configured
HistoricalStatStorage.Configured
Symposium Call Center Server
April 2004
Standard reports
Real TIme Properties fields
Report field
View field/Formula
Moving Window
The Moving Window fields indicate whether
statistics in each of the following statistics groups
can be displayed in moving window mode:
Historical Reporting and Data Dictionary
application statistics
(RealTimeStatCollection.MWApplication)
skillset statistics
(RealTimeStatCollection.MWSkillset)
agent statistics
(RealTimeStatCollection.MWAgent)
network call
(RealTimeStatCollection.MWNetworkCall);
NSBR option
IVR (RealTimeStatCollection.MWIVR);
Meridian 1/Succession 1000 switch
route (RealTimeStatCollection.MWRoute);
Meridian 1/Succession 1000 switch
call center summary
(RealTimeStatCollection.MWNodalCall)
569
Standard reports
570
Standard 1.0
Report field
View field/Formula
Interval to Date
The Interval To Date fields indicate whether
statistics in each of the following statistics groups
can be displayed in interval-to-date mode:
application
(RealTimeStatCollection.ITDApplication)
skillset (RealTimeStatCollection.ITDSkillset)
agent (RealTimeStatCollection.ITDAgent)
network call
(RealTimeStatCollection.ITDNetworkCall);
NSBR option
IVR (RealTimeStatCollection.ITDIVR);
Meridian 1/Succession 1000 switch
route (RealTimeStatCollection.ITDRoute);
Meridian 1/Succession 1000 switch
call center summary
(RealTimeStatCollection.ITDNodalCall)
Interval Duration
RealTimeStatCollection.IntervalDuration
Interval Start Time
RealTimeStatCollection.IntervalStartTime
Minimum Refresh Rate
RealTimeStatCollection.MinRefreshRate
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
571
Standard reports
Standard 1.0
DMS/MSL-100 report
572
Symposium Call Center Server
April 2004
Standard reports
IVR Port Properties
Description
DMS/MSL-100 switch only. The IVR Port Properties report lists the name and
properties of all voice ports.
Where properties are defined
IVR port properties are defined on the Voice Port Properties property sheet.
Views
IVRPort
Template
-
config11.rpt
IVR Queue ID
IVR Queue Name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
573
Standard reports
Standard 1.0
Field descriptions
574
Report field
View field/Formula
IVR ACD-DN Name and
ID
IVRPort.Name IVRPort.IVRPortID
IVR Port Switch ID
IVRPort.SwitchPortID
IVR Port Switch Address
IVRPort.SwitchPortAddress
Switch Port Name
IVRPort.SwitchPortName
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
575
Standard reports
Standard 1.0
IVR Queue and Port Properties
Description
Meridian 1/Succession 1000 switch only. The IVR Queue and Port Properties
report lists the name, number, and threshold class for each Interactive Voice
Response (IVR) system queue (ACD-DN), as well as the voice ports assigned to
the queue.
Where properties are defined
IVR ACD-DN properties are defined on the ACD-DN Properties property sheet.
IVR port properties are defined on the Voice Port Properties property sheet.
Views
IVRQueue
IVRPort
IVRThresholdTemplate
Template
config11.rpt
Filters
IVR Queue ID
IVR Queue Name
Rights required
576
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
IVR Queue Name and ID
IVRQueue.Name IVRQueue.IVRQueueID
Service Level Threshold
IVRQueue.ServiceLevelThreshold
Acquired
IVRQueue.Acquire
Status
IVRQueue.Status
IVR ACD-DN Name and
ID
IVRPort.Name IVRPort.IVRPortID
IVR Port Switch ID
IVRPort.SwitchPortID
IVR Port Switch Address
IVRPort.SwitchPortAddress
Switch Port Name
IVRPort.SwitchPortName
IVR Threshold Class
IVRThresholdTemplate.Name
IVRThresholdTemplate.TemplateID
Template Field Name
IVRThresholdTemplate.Field
Template Level 1
IVRThresholdTemplate.Level1
Template Level 2
IVRThresholdTemplate.Level2
Historical Reporting and Data Dictionary
577
Standard reports
578
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Logged In Agent Position ID
Description
The Agent Position ID report lists agents and provides, for each one, logon ID
and position ID, and (on the Meridian 1/Succession 1000 switch) personal DN.
Note: Agent status information is written to the database every 15 minutes. This
report shows agent status as of the end of the last 15-minute interval.
View
Agent
eAgentLoginStat
Template
config32.rpt
agent logon ID
agent name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—AgentPerformance Create and run any report
Historical Reporting and Data Dictionary
579
Standard reports
Standard 1.0
Field descriptions
580
Report field
View field/Formula
Agent Name
eAgentLogin.AgentSurName
eAgentLogin.AgentGivenName
Agent Login
eAgentLogin.AgentLogin
Position ID
eAgentLogin.PositionID
Personal DN (Meridian 1/
Succession 1000)
Agent.PersonalDN
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
581
Standard reports
Standard 1.0
DMS/MSL-100 report
582
Symposium Call Center Server
April 2004
Standard reports
Network Site and Application Properties
Description
NSBR option only. The Network Site and Application Properties report lists all
of the sites in the network, and for each one, shows
the site’s properties (as configured on the NCC)
the remote switch parameters for the site (as configured on the local server)
the applications at that site
For each application, it includes the service level threshold and whether local
and network call-by-call statistics are collected for the application.
Note: User-defined reports using this standard report as a template cannot be
scheduled.
Where properties are defined
Site properties are defined on the Site Properties property sheet at the NCC.
Remote switch parameters are defined on the Network Communication
Parameters dialog box. Application properties are defined on the Application
Properties property sheet at each server. Collection of call-by-call statistics for
an application is configured at the server on the Call By Call—Historical
Statistics property page.
Views
RemoteApplication
Site
TargetSwitchComm
Template
config28.rpt
Historical Reporting and Data Dictionary
583
Standard reports
Standard 1.0
Filter
site name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Available Sites fields
Report field
View field/Formula
Site Name
Site.SiteName
Filter Timer
Site.OutOfServiceTimer
Time Relative to GMT
Site.RelativeGMT
Contact Person
Site.ContactPerson
Phone Number
Site.ContactNumber
Destination Configuration fields
584
Report field
View field/Formula
Destination Site
TargetSwitchComm.SiteName
Dialable DN
TargetSwitchComm.DialableDN
Number of Retries
TargetSwitchComm.NumRetries
Retry Timer (sec)
TargetSwitchComm.RetryTimer
Agent Reserve Timer
TargetSwitchComm.AgentReserveTimer
Symposium Call Center Server
April 2004
Standard reports
Application fields
Report field
View field/Formula
Application ID
RemoteApplication.RemoteApplicationID
Application Name
RemoteApplication.Name
Call-by-Call
RemoteApplication.CallByCall
Service Level Threshold
RemoteApplication.ServiceLevelThreshold
Grouping
Application information is grouped by site.
Historical Reporting and Data Dictionary
585
Standard reports
586
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Skillset Routing Properties
Description
NSBR option only. The Network Skillset Routing Properties report lists all the
network skillsets and indicates the routing table method being utilized for the
network skillset.
Note: User-defined reports using this standard report as a template cannot be
scheduled.
Definition: Round robin routing
Round robin routing is an agent request method that evenly distributes calls
across the network. Each agent request is sent to a predefined site or group of
sites. For example, in a four-site Symposium Call Center Server network, an
agent request can be sent to nodes 1, 2, and 3. The next agent request is sent to
nodes 2, 3, and 4. The next agent request is sent to nodes 4, 1, and 2, and so on.
The agent request is always sent to the next target node or group of nodes, even
if agents are available in a preceding target.
Definition: Sequential routing
Sequential routing is an agent request method that always queues a call to the
first site, then the second site, then the third site, and so on. The presentation
does not change.
Where properties are defined
Network skillset properties are defined on the Network Skillset Properties
property sheet. Network skillset routing properties are defined on the Sites
dialog box.
Historical Reporting and Data Dictionary
587
Standard reports
Standard 1.0
Views
NetworkSkillsetStatus
Ranking
Skillset
Templates
config39.rpt
network skillset name
site name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Site fields
Report field
View field/Formula
Site Name
NetworkSkillsetStatus.Site
Site Filter
NetworkSkillsetStatus.FilterStatus
Network Skillset (if skillset Skillset.NetworkSkillset
is being filtered)
Network Skillset Filter (if
skillset is being filtered)
588
NetworkSkillsetStatus.FlowControlStatus
Symposium Call Center Server
April 2004
Standard reports
Network skillset fields
Report field
View field/Formula
Network Skillset
Skillset.NetworkSkillset
Routing Method
Skillset.UseRoundRobin
Destination Site Name
NetworkSkillsetStatus.SiteName
Rank
Ranking.Rank
Network Skillset Filter
NetworkSkillsetStatus.FlowControlStatus
Historical Reporting and Data Dictionary
589
Standard reports
590
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Real Time Template Properties
Description
The Real Time Template Properties report lists each real-time display definition
and describes its properties.
Where properties are defined
Real-time display definition properties are defined on the Real-time Display
Properties property sheet.
Views
RealTimeTemplate
RealTimeColumn
Formula
Template
config21.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
591
Standard reports
Standard 1.0
Field descriptions
592
Report field
View field/Formula
Template Name
RealTimeTemplate.Name
Class
RealTimeTemplate.Class
Refresh Rate
RealTimeTemplate.RefreshRate / 1000
View Mode
RealTimeTemplate.ViewMode
Column Name
RealTimeColumn.Label
Formula Name
Formula.Name
Format
RealTimeColumn.Format
Scale From
RealTimeColumn.ScaleFrom
Scale To
RealTimeColumn.ScaleTo
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
593
Standard reports
Standard 1.0
Route Properties
Description
The Route Properties report lists each route, the assigned route name, and the
assigned threshold class name. It also displays the threshold times set for each
template.
Where properties are defined
Route properties are defined on the Route Properties property sheet.
Views
Route
RouteThresholdTemplate
Template
config9.rpt
Route ID
Route Name
Filters
Rights required
594
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Route Number
Route.RouteID
Route Name
Route.RouteName
Threshold Class
RouteThresholdTemplate.Name
Field
RouteThresholdTemplate.Field
Level 1
RouteThresholdTemplate.Level1
Level 2
RouteThresholdTemplate.Level2
Historical Reporting and Data Dictionary
595
Standard reports
596
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Script Variable By Script
Description
For each script, the Script Variable By Script report lists the script type and
status, along with the names of the script variables used. For each variable, it
provides the status and type.
For more information on scripting, refer to the Scripting Guide.
View
ScriptVariables
Template
config36.rpt
script variable name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
597
Standard reports
Standard 1.0
Field descriptions
598
Report field
View field/Formula
Script
Script
Status
ScriptStatus
Type
Type
Script Variable Name
Variable
Status
VariableStatus
Type
VariableType
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
599
Standard reports
Standard 1.0
Script Variable Properties
Description
The Script Variable Properties report lists the group, type, status, and class of
each variable.
For more information on scripting, refer to the Scripting Guide.
View
ScriptVariableProperties
ScriptVariables
Template
config35.rpt
script variable name
Filter
Rights required
600
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Script Variable
ScriptVariables.Variable
Status
ScriptVariables.VariableStatus
Group
ScriptVariableProperties.Grouping
Type
ScriptVariables.VariableType
Class
ScriptVariableProperties.Class
Comment
ScriptVariableProperties.Comment
Referencing Script Name
ScriptVariables.Script
Script Status
ScriptVariables.ScriptStatus
Script Type
ScriptVariables.ScriptType
Historical Reporting and Data Dictionary
601
Standard reports
602
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Skillset Properties
Description
The Skillset Properties report describes all skillset properties, including the
skillset type (local or network) and the service level threshold defined for the
threshold class to which the skillset belongs.
Where properties are defined
Skillset properties are defined on the Skillset Properties property sheet.
View
Agent
Skillset
SkillsetByAgent
Template
config16.rpt
skillset name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
603
Standard reports
Standard 1.0
Field descriptions
Report field
View field/Formula
Skillset Name
Skillset.Skillset
Comment
Skillset.Comment
Call Source Preference
(NSBR option)
Skillset.CallSourcePreference
Call Age Preference
Skillset.CallAgePreference
Service Level Threshold
Skillset.ServiceLevelThreshold
Min Short Call Delay
Skillset.MinShortCallDelay
Night Service Type
Skillset.NightServiceType
Mapped ACD-DN Number Skillset.DN
Default Activity Code
(Meridian 1/Succession
1000)
Skillset.ActivityCode
Skillset Is Networked
(NSBR option)
Skillset.IsNetworked
Nodal Network Skillset
Name (NSBR option)
Skillset.NetworkSkillsetName
Call Queue Requested Size Skillset.CallRequestQueueSize
(NSBR option)
604
Flow Control Threshold
(NSBR option)
Skillset.CallRequestQueueSizeThreshold
Comment (NSBR option)
Skillset.NetworkSkillsetComment
Use Round Robin
(NSBR option)
Skillset.UseRoundRobin
Agent Name and ID
Agent.GivenName Agent.Surname
Agent.TelsetLoginID
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Priority
SkillsetByAgent.Priority
Historical Reporting and Data Dictionary
605
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
606
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
607
Standard reports
Standard 1.0
Supervisor Properties
Description
The Supervisor Properties report lists all Symposium Call Center Server
supervisors by name and threshold class. The report includes port information,
personal or secondary directory number, logon information, comments, and all
names of the agents (reporting and associated) assigned to the supervisor.
Where properties are defined
Supervisor Properties are defined on the User Properties property sheet.
Views
SupervisorAgentAssignment
Supervisor
Template
config4.rpt
supervisor logon ID
supervisor name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Agent Performance Create and run any report
Reports—Other
608
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Supervisor Name & ID
Supervisor.Given Name Supervisor.SurName
Supervisor.TelsetLoginID
Threshold Class
Supervisor.ThresholdTemplateName
Supervisor Template Name Supervisor.TemplateName
Switch Port Address
Supervisor.SwitchPortAddress
Switch ID
Supervisor.SwitchID
PC Login Name
Supervisor.PCLoginName
Personal Directory Number Supervisor.PersonalDN
(DN) (Meridian 1/
Succession 1000)
Comment
Supervisor.Comment
Supervisor Type
SupervisorAgentAssignment.Type
Agents Assigned
SupervisorAgentAssignment.AgentGivenName
SupervisorAgentAssignment.AgentSurName
SupervisorAgentAssignment.AgentTelsetLoginID
Historical Reporting and Data Dictionary
609
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
610
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
611
Standard reports
Standard 1.0
Telephone Display Properties
Description
Meridian 1/Succession 1000 switch only. You can configure the order in which
Symposium Call Center Server displays information (such as caller line ID, or
CLID, and caller name) on agent phonesets.
The Telephone Display Properties report lists the configured display types, the
width of the display, and the number of rows in the display.
Where properties are defined
Telephone display properties are defined on the Telephone Display Properties
property sheet.
View
PhoneSetDisplay
Template
config6.rpt
Rights required
612
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Field descriptions
Report field
View field/Formula
Telephone Display Set
Type Name
DisplayTypeName
Field Name
FieldName
Width
Width
Row
Row
Historical Reporting and Data Dictionary
613
Standard reports
614
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
User Access Privilege
Description
The User Access Privilege report lists all of the access classes defined in the
system. For each one, it lists all of the privileges assigned to that class, and all
the desktop users belonging to that class.
Views
AccessRights
NBManagedObject
Template
config42.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
Report field
View field/Formula
Group Name
AccessRights.GroupName
Comment
AccessRights.Comment
Item in System Window
AccessRights.ObjectName
Historical Reporting and Data Dictionary
615
Standard reports
616
Standard 1.0
Report field
View field/Formula
Level of Access
AccessRights.CreateDeleteAccess,
AccessRights.CreatedDeleteAgentAccess,
AccessRights.CreateDeleteAllAgentAccess,
AccessRights.ReadAccess,
AccessRights.ReadAgentAccess,
AccessRights.ReadAllAgentAccess,
AccessRights.WriteAccess,
AccessRights.WriteAgentAccess,
AccessRights.WriteAllAgentAccess
Name
AccessRights.GivenName,
AccessRights.Surname
PC Login
AccessRights.PCLoginName
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
617
Standard reports
618
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section F: IVR reports
In this section
IVR Port First Login/Last Logout
620
IVR Port Statistics
622
IVR Queue Statistics
625
Historical Reporting and Data Dictionary
619
Standard reports
Standard 1.0
IVR Port First Login/Last Logout
Description
Meridian 1/Succession 1000 switch only. The IVR Port First Login/Last Logout
report provides information on the first logon to and last logoff from the server.
The report lists the ports on which the first logon and last logoff occurred, and
the time at which these events occurred.
View
eIVRPortLoginStat
Template
em-res5.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Voice Ports
View
Field descriptions
620
Report field
View field/Formula
Time
Time
Port ID
IVRPortID
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
621
Standard reports
Standard 1.0
IVR Port Statistics
Description
Meridian 1/Succession 1000 switch only. The IVR Port Statistics report shows
summarized statistical information grouped by IVR port. The report provides
detailed information about specific IVR ports used within the call center. For
each port specified, the report shows the total number of calls answered,
conferenced, and transferred.
The IVR Port Statistics report also indicates the amount of time the port was
available to take calls and how much time was spent waiting to receive calls.
The report helps you determine whether a specific port may be causing poor
performance within an IVR queue.
Views
IVRPortStat
Collection frequency
interval
daily
weekly
monthly
Templates
622
im-res4.rpt
dm-res4.rpt
wm-res4.rpt
mm-res4.rpt
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Filters
IVR Port ID
IVR Port Name
Statistics
Report field
View field/Formula
Answered
CallsAnswered
Conferenced
CallsConferenced
Transferred
CallsTransferred
Logged In Time
LoggedInTime
Not Ready Time
NotReadyTime
Talk Time
TalkTime
Waiting Time
WaitingTime
Summaries
The report provides totals for each IVR port, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all IVR ports.
Historical Reporting and Data Dictionary
623
Standard reports
624
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
IVR Queue Statistics
Description
Meridian 1/Succession 1000 switch only. The IVR Queue Statistics report shows
summarized statistical information grouped by IVR queue. The report details the
performance of IVR queues, and is especially useful for understanding call
volume and delays callers may have experienced when attempting to access the
IVR system.
If the report shows you that a particular IVR queue is not performing well, equip
the IVR queue with more IVR ports.
Views
IVRStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-res3.rpt
dm-res3.rpt
wm-res3.rpt
mm-res3.rpt
IVR Queue ID
IVR Queue Name
Filters
Historical Reporting and Data Dictionary
625
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answered After Threshold CallsAnsweredAftThreshold
Answered Delay
CallsAnsweredDelay
Confer’d
CallsConferenced
Transf’d
CallsTransferred
Not Treated
CallsNotTreated
Not Treated After
Threshold
CallsNotTreatedAftThreshold
Not Treated Delay
CallsNotTreatedDelay
Summaries
The report provides totals for each IVR queue, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all IVR queues.
626
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
627
Standard reports
628
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section G: NCC reports
In this appendix
Overview of NCC reports
630
Network Call By Call Statistics
632
Network Consolidated Application Performance
635
Network Consolidated DNIS Statistics
639
Network Consolidated Incoming Calls
644
Network Consolidated Outgoing Calls
648
Network Consolidated Route Performance
651
Network Consolidated Skillset Call Distribution
655
Network Consolidated Skillset Performance
659
Network Site and Application Properties
663
Network Skillset Routing Properties
666
Network Table Routing Assignments
669
Nodal Consolidated Application Delay Before Abandon
672
Nodal Consolidated Application Delay Before Answer
675
Nodal Consolidated Application Performance
678
Historical Reporting and Data Dictionary
629
Standard reports
Standard 1.0
Overview of NCC reports
Introduction
This chapter lists the reports that you can generate when logged on to the
Network Control Center (NCC). In some cases, these reports are similar to
reports that are available on the server, but they use a different view or contain
additional fields.
Currently, network consolidated reports are only supported using modified
Nortel Networks-provided templates. The structure of the reports cannot be
changed from the templates beyond the deletion of fields not included in
formulas, and you cannot add subreports or views to network consolidated
reports. Subreports in network consolidated reports cannot be linked—each
subreport must run as a whole before the next subreport is executed.
Notes:
For network consolidated reports, define the same userid on the NCC and
each server in the network. (The passwords need not match the password
defined on the NCC.) That userid must have the rights required to generate
the report. To create a report, log on to the NCC with that userid and
password.
For information about reports that can be run on other servers in the
network, see Section H: “Network reports,” on page 683.
Time zone conversion
When you generate a consolidated interval report, you specify the period to be
included in the report. You can also choose whether to convert times to your
time zone.
If you have servers in different time zones, time zone conversion allows you to
compare activity for the same period. For example, if you want to interpret the
impact of a new commercial that is broadcast simultaneously at all sites, you use
a consolidated report based on a particular time at the NCC.
630
Symposium Call Center Server
April 2004
Standard reports
If you want to report on activity at all sites during the same period—for
example, lunch hour—you do not use time zone conversion. (If a site has not
reached the specified time, the report does not contain data for that site. For
example, if the current time at one site is 11:00 a.m., that site is not included in
the report.)
Note: For time zone conversion to work, the Time Relative to GMT must be
configured for all sites in the Site Parameters.
Historical Reporting and Data Dictionary
631
Standard reports
Standard 1.0
Network Call By Call Statistics
Description
NCC option only. For each call that is networked out, the Network Call By Call
Statistics report shows detailed information including time, event, agent, source,
and destination.
Notes:
Network Call By Call Statistics reports contain a large amount of data.
Consequently, they take much longer to generate than other types of
reports.
User-defined reports using this standard report as a template cannot be
scheduled.
Time zone conversion
When you generate a Network Call By Call Statistics report, you specify a
source site and a data extraction period based on the time at the source site. (The
data extraction period can be up to 1 hour.) The report contains information
about all calls networked out from the source site during this period, and
provides all events applicable to those calls, from the time they entered the
source site to the time that they ended. If the Time Zone Relative to GMT is
configured correctly for each site, the time stamp for each call event is in the
time zone of the source site.
For example, the administrator of BestAir’s NCC wants to generate a Network
Call By Call Statistics report to report on calls networked out from the Chicago
server during the period from 10:00 a.m. to 11:00 a.m., Toronto time. (Chicago
is one hour behind Toronto.) When generating the report, the administrator
identifies Chicago as the source site, and specifies a data extraction period of
9:00 a.m. to 10:00 a.m.
Views
632
eCallByCallStatYYYYMMDD (source site)
eNetCallByCallStatYYYYMMDD
Symposium Call Center Server
April 2004
Standard reports
Template
netcbc.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Call By Call
Create and run any report
Users
View all users
Field descriptions
Report field
View field/Formula
Call ID
eNetCallByCallStatYYYYMMDD.CallId
Timestamp
eNetCallByCallStatYYYYMMDD.Timestamp
Time
eNetCallByCallStatYYYYMMDD.Time
Event
eNetCallByCallStatYYYYMMDD.CallEventName
AgentID
eNetCallByCallStatYYYYMMDD.TelsetLoginID
Event Data
eNetCallByCallStatYYYYMMDD.EventData
Source
eNetCallByCallStatYYYYMMDD.Source
Destination
eNetCallByCallStatYYYYMMDD.Destination
Historical Reporting and Data Dictionary
633
Standard reports
634
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Consolidated Application
Performance
Description
NCC option only. This report contains summarized application performance
statistics for all sites in the network. For each site, the report lists all
applications. For each application at a site, the report lists the number of
outgoing network calls that were answered, delayed, and abandoned. The report
contains a grand summary section that consolidates the results for all sites in the
network, and provides a roll-up summary for all call statistics.
This report can be particularly useful in determining the efficiency of your
network configuration.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Views
ApplicationStat
Historical Reporting and Data Dictionary
635
Standard reports
Standard 1.0
Collection frequency
interval
daily
weekly
monthly
Template
icnetapp1.rpt
dcnetapp1.rpt
wcnetapp1.rpt
mcnetapp1.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Network Out Call statistics
636
Report field
View field/formula
Offered
NetOutCalls
Answered
NetOutCallsAnswered
Abandoned
NetOutCallsAbandoned
Reaching Non-ISDN Trunks
NetOutCallsReachNonISDN
Symposium Call Center Server
April 2004
Standard reports
Call Delay Time statistics
Report field
View field/formula
Ans Delay
NetOutCallsAnsweredDelay
Maximum Ans Delay
MaxNetOutCallsAnsweredDelay
Average Ans Delay
NetOutCallAnsweredDelay /
NetOutCallsAnswered
Aban Delay
NetOutCallsAbandonedDelay
Time Before Network Out
TimeBeforeNetOut
Time Before Reach Non-ISDN Trunks TimeBeforeReachNonISDN
NACD statistics
Report field
View field/formula
Given NACD
CallsGivenNACD
NACD Out
CallsNACDOut
Time Before NACD Out
TimeBeforeNACDOut
Summaries
The report provides totals for each site and application, and subtotals for each
day, week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval.
Historical Reporting and Data Dictionary
637
Standard reports
638
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Consolidated DNIS Statistics
Description
NCC option only. This report contains summarized DNIS statistics for all sites
in the network. For each site, the report lists all DNISs, and gives total calls
answered, total calls abandoned, the percentage of calls that abandoned after a
wait greater than or equal to the service level threshold defined for the DNIS,
and the total number of calls networked out. The report also contains a grand
summary section that consolidates the results for all sites in the network, and
provides a roll-up summary for all call statistics.
You can use this report to track network performance for a particular DNIS
number.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Views
DNISStat
Historical Reporting and Data Dictionary
639
Standard reports
Standard 1.0
Collection frequency
interval
daily
weekly
monthly
Template
icnetres6.rpt
dcnetres6.rpt
wcnetres6.rpt
mcnetres6.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Call total statistics
640
Report field
View field/Formula
Offer’d
CallsOffered
Ans
CallsAnswered
Ans Aft Ans Thresh’d
CallsAnsweredAftThreshold
Abn
CallsAbandoned
Abn Aft Abn Thrsh’d
CallsAbandonedAftThreshold
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
% Service Level
[{(CallsAnswered + CallsAbandoned)
– (CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} /
(CallsAnswered + CallsAbandoned)] x
100
Call Treatment statistics
Report field
View field/Formula
Disconnect
CallsGivenForceDisconnect
Overflow
CallsGivenForceOverflow
Route
CallsGivenRouteTo
Default
CallsGivenDefault
IVR Transfer’d
IVRTransferred
Given Busy
CallsGivenBusy
Call Time statistics
Report field
View field/Formula
Ans Delay
CallsAnsweredDelay
Max Ans Delay
MaxAnsweredDelay
Average Answered Delay
CallsAnsweredDelay / CallsAnswered
Abn Delay
CallsAbandonedDelay
Max Abn Delay
MaxAbandonedDelay
Talk Time
TalkTime
Historical Reporting and Data Dictionary
641
Standard reports
Standard 1.0
Network Calls statistics
Report field
View field/Formula
Network Out
CallsNetworkedOut
NACD Out
CallsNACDOut
Reaching Non-ISDN
CallsReachNonISDN
Summaries
The report provides totals for each DNIS number, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand summary for all DNIS numbers.
642
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
643
Standard reports
Standard 1.0
Network Consolidated Incoming Calls
Description
NCC option only. This report contains incoming call statistics for all sites in the
network. It contains information about the number of network calls originating
at each site, that were offered, answered, and abandoned at your site. The report
provides statistics about the number of calls agents answered or abandoned after
the service level threshold and the delays experienced by calls. It also contains a
grand summary section that consolidates the results for all sites in the network,
and provides a roll-up summary for all call statistics.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator at
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
View
644
NetworkInCallStat
Symposium Call Center Server
April 2004
Standard reports
Collection frequency
interval
daily
weekly
monthly
Template
icnet-10.rpt
dcnet-10.rpt
wcnet-10.rpt
mcnet-10.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answered After Threshold
CallsAnsweredAftThreshold
Abandoned/Terminated at Destination CallsOffered – CallsAnswered
Abandoned After Threshold
Historical Reporting and Data Dictionary
CallsAbandonedAftThreshold
645
Standard reports
Standard 1.0
Answer Delay Time statistics
Report field
View field/Formula
Total Delay
CallsAnsweredDelay
Max Delay
MaxAnsweredDelay
Total at Dest
CallsAnsweredDelayAtDest
Max at Dest
MaxAnsweredDelayAtDest
Abandon Delay Time statistics
Report field
View field/Formula
Total Delay
CallsAbandonedDelay
Max Delay
MaxAbandonedDelay
Total at Dest
CallsAbandonedDelayAtDest
Max at Dest
MaxAbandonedDelayAtDest
Summaries
The report provides totals for each source site, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval.
646
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
647
Standard reports
Standard 1.0
Network Consolidated Outgoing Calls
Description
NCC option only. This report contains outgoing call statistics for all sites in the
network. It contains information about the number of outgoing network calls
offered, answered, and abandoned at the source and destination sites. The report
also contains a grand summary section that consolidates the results for all sites
in the network, and provides a roll-up summary for all call statistics.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Views
NetworkOutStat
Collection frequency
648
interval
daily
weekly
Symposium Call Center Server
April 2004
Standard reports
monthly
Template
icnet-11.rpt
dcnet-11.rpt
wcnet-11.rpt
mcnet-11.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each source site, and subtotals for each destination
site. Statistics are further broken down by day, week, or month, depending on
the reporting period selected. For the interval reporting period, statistics are
further broken down by interval.
Historical Reporting and Data Dictionary
649
Standard reports
650
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Consolidated Route Performance
Description
NCC option only. This report contains route performance statistics for all sites in
the network. For each site, the report lists all routes, and indicates how often and
how long all trunks within the route were busy. The report displays the total
number of calls that were unable to reach another site because all trunks within
the route were busy. It also contains a grand summary section that consolidates
the results for all sites in the network, and provides a roll-up summary for all call
statistics.
Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m., local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Views
RouteStat
Historical Reporting and Data Dictionary
651
Standard reports
Standard 1.0
Collection frequency
interval
daily
weekly
monthly
Template
icnetres2.rpt
dcnetres2.rpt
wcnetres2.rpt
mcnetres2.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
All Trunks Busy
AllTrunksBusy
# Network Out Blocked by All Trunks CallsBlockedByAllTrunksBusy
Busy
652
# Network Out Reached Non-ISDN
Trunks
CallsReachNonISDN
All Trunks Busy Time
AllTrunksBusyTime
Avg All Trunks Busy Time
AllTrunksBusyTime / AllTrunksBusy
Symposium Call Center Server
April 2004
Standard reports
Summaries
The report provides totals for each site, and subtotals for each route. Statistics
are further broken down by day, week, or month, depending on the reporting
period selected. For the interval reporting period, statistics are further broken
down by interval.
Historical Reporting and Data Dictionary
653
Standard reports
654
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Consolidated Skillset Call
Distribution
Description
NCC option only; only available in Symposium Web Client. This report contains
skillset call distribution statistics for all sites in the network. For each skillset,
the report lists the total local and incoming network calls answered by agents at
each site, the percentage of calls agents answered that were local and incoming
network calls, and the average delay a caller experienced. The report contains a
skillset summary that consolidates the results for all sites for each skillset, and a
grand summary section that consolidates the results for all sites in the network
and provides a roll-up summary for all call statistics.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m. local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Views
SkillsetStat
Historical Reporting and Data Dictionary
655
Standard reports
Standard 1.0
Collection frequency
interval
daily
weekly
monthly
Template
icnet_cd-12.rpt
dcnet_cd-12.rpt
wcnet_cd-12.rpt
mcnet_cd-12.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Skillset Call statistics
656
Report field
View field/Formula
Answered
CallsAnswered
Local
CallsAnswered - NetCallsAnswered
Remote
NetCallsAnswered
%Ans Local
((CallsAnswered - NetCallsAnswered)
/ CallsAnswered) X 100
%Ans Remote
(NetCallsAnswered / CallsAnswered)
* 100
Symposium Call Center Server
April 2004
Standard reports
Skillset Call Delay statistics
Report field
View field/Formula
Average Ans Delay
CallsAnsweredDelay / CallsAnswered
Summaries
The report provides totals for each skillset, and subtotals for each site. Statistics
are further broken down by day, week, or month, depending on the reporting
period selected. For the interval reporting period, statistics are further broken
down by interval.
Historical Reporting and Data Dictionary
657
Standard reports
658
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Consolidated Skillset Performance
Description
NCC option only. This report contains skillset performance statistics for all sites
in the network. For each site, the report lists the total local and incoming
network calls answered by agents for the skillset, the number and percentage of
calls agents answered after a predefined threshold, the maximum delay a caller
experienced, and the total time all agents were busy servicing calls to the
skillset. The report also contains a grand summary section that consolidates the
results for all sites in the network, and provides a roll-up summary for all call
statistics.
Time zone conversion
When you generate a consolidated report, you specify a data extraction period
based on the time at the NCC. If you choose the time zone conversion option,
and if Time Relative to GMT is configured correctly for each site included in the
report, then the NCC time is converted to the corresponding local time at each
site. For example, the NCC at BestAir is in Chicago. The NCC administrator
generates a consolidated report with time zone conversion, choosing a data
extraction period from 10:00 a.m. to 11:00 a.m. The report includes events
occurring at Toronto between 11:00 a.m. and 12:00 p.m. local time, and at San
Francisco between 8:00 a.m. and 9:00 a.m. local time.
If you choose not to use the time zone conversion option, the NCC time is not
converted to local time. For example, if the administrator generates the same
report, without time zone conversion, it includes events occurring at Toronto
between 11:00 a.m. and 12:00 p.m. local time, and at San Francisco between
11:00 a.m. and 12:00 p.m. local time.
Historical Reporting and Data Dictionary
659
Standard reports
Standard 1.0
Service level thresholds
Skillset service level thresholds are defined at each site. To ensure that
comparisons between sites are valid, use the same value for service level
threshold at every site. For example, Toronto defines the service level threshold
for a skillset as 20 seconds. Boston defines the threshold as 25 seconds. At
Toronto, the percentage of calls answered after the threshold is 25. At Boston, it
is 20. The statistic appears to indicate that callers to Toronto are waiting longer
than callers to Boston, but this may not be true.
Views
SkillsetStat
Collection frequency
interval
daily
weekly
monthly
Template
icnet-12.rpt
dcnet-12.rpt
wcnet-12.rpt
mcnet-12.rpt
Rights required
660
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Skillset Call statistics
Report field
View field/Formula
Answered
CallsAnswered
Network In Answered
NetCallsAnswered
% Answered Aft Threshold
CallsAnsweredAfterThreshold /
CallsAnswered X 100
Answered Aft Threshold
CallsAnsweredAfterThreshold
Skillset Call Delay statistics
Report field
View field/Formula
Total
CallsAnsweredDelay
Max
MaxAnsweredDelay
Avg
CallsAnsweredDelay / CallsAnswered
Skillset Call Delay statistics
Report field
View field/Formula
All Agt Busy Time
AllAgentBusyTime
All Agent Staffed Time
TotalStaffedTime
Skillset Active Time
ActiveTime
Avg No of Agts
TotalStaffedTime / ActiveTime
Summaries
The report provides totals for each site, and subtotals for each skillset and siteapplication combination. Statistics are further broken down by day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval.
Historical Reporting and Data Dictionary
661
Standard reports
662
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Site and Application Properties
Description
NCC option only. The Network Sites report lists each site in the network and, for
each one, shows its properties.
Note: User-defined reports using this standard report as a template cannot be
scheduled.
View
NCCSite
NCCRemoteApplication
Template
config38.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Site properties
Report field
View field/Formula
Site Name
NCCSite.SiteName
Filter Timer
NCCSite.OutOfServiceTimer
Time Relative to GMT
NCCSite.RelativeGMT
Contact Person
NCCSite.ContactPerson
Historical Reporting and Data Dictionary
663
Standard reports
Standard 1.0
Report field
View field/Formula
Contact Phone Number
NCCSite.ContactNumber
Application properties
Report field
View field/formula
Application
NCCRemoteApplication.Name
Service Level Threshold
NCCRemoteApplication.ServiceLevel
Threshold
Call By Call
NCCRemoteApplication.CallByCall
Grouping
Applications are grouped by site.
664
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
665
Standard reports
Standard 1.0
Network Skillset Routing Properties
Description
NCC option only. The Network Skillset Properties report lists all the network
skillsets and indicates the routing table method being utilized for the network
skillset.
A routing table defines how calls are queued to the sites on the network. Each
site has a routing table for each network skillset at that site. When you create a
network skillset, you choose the routing table type for that skillset. Two types of
routing tables are available.
Note: User-defined reports using this standard report as a template cannot be
scheduled.
Round robin
The server queues the first call to the first, second, and third site in the routing
table for the network skillset. When an agent becomes available at one of these
sites, the server reserves the agent, and the call is presented to the agent.
When the second call arrives, the server queues it to the second, third, and fourth
site in the routing table. When the third call arrives, the server queues it to the
third, fourth, and fifth site—and so on.
This type of routing table distributes calls most evenly among the sites.
Sequential
Whenever a call arrives, the server queues it to the first three sites in the routing
table. When an agent becomes available at one of these sites, the server reserves
the agent, and the call is presented to the agent.
This type of routing table minimizes the number of trunks used to network calls.
Views
666
NCCNetworkSkillset
NCCRanking
Symposium Call Center Server
April 2004
Standard reports
Template
config26.rpt
source site name
network skillset name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
Report field
View field/Formula
Source Site
NCCRanking.SourceSiteName
Network Skillset Name
NCCRanking.NetworkSkillsetName
Routing Method
NCCNetworkSkillset.UseRoundRobin
Rank
NCCRanking.Rank
Destination Site Name
NCCRanking.Rank.DestSiteName
Grouping
Network skillsets are grouped by source site.
Historical Reporting and Data Dictionary
667
Standard reports
668
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Table Routing Assignments
Description
NCC option only. The Network Table Routing Assignments report provides a
listing of the network control center (NCC) table routing assignments. For each
assignment, the report provides status, source site, comments, and the routing
table.
Views
NCCNetworkSkillset
NetworkRankingAssignment
Template
config25.rpt
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Field descriptions
Report field
View field/Formula
Status
NetworkRankingAssignment.Status
Source Site Name
NetworkRankingAssignment.SrcSiteName
Comment
NetworkRankingAssignment.Comment
Network Skillset
NetworkRankingAssignment.Network
SkillsetName
Historical Reporting and Data Dictionary
669
Standard reports
670
Standard 1.0
Report field
View field/Formula
Routing Method
NCCNetworkSkillset.UseRoundRobin
Rank
NetworkRankingAssignment.Rank
Destination Site Name
NetworkRankingAssignment.DestSite
Name
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
671
Standard reports
Standard 1.0
Nodal Consolidated Application Delay Before
Abandon
Description
NCC option only. This report is similar to the Application Delay Before
Abandon report, but it contains statistics for all applications in the network.
Application statistics are consolidated across all sites.
This report helps you to gauge service quality by determining how many callers
disconnect (abandon) before reaching an agent. The spectrum shows how long
callers typically wait before abandoning, whether they abandoned before or after
the service level threshold for the application, and the percentage of calls that
abandoned.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Template
inodapp5.rpt
dnodapp5.rpt
wnodapp5.rpt
mnodapp5.rpt
application name
Filters
672
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Abandon delay spectrum
The report contains a histogram showing the number of calls abandoned after
delays of times divided into 2-second increments. The statistics for the
histogram are taken from the AbdDelay view fields.
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
% Abandoned
CallsAbandoned / CallsOffered X 100
Abandoned After Threshold
CallsAbandonedAftThreshold
Abandon Delay
CallsAbandonedDelay
Maximum Abandon Delay
MaxCallsAbandonedDelay
Average Abandon Delay
CallsAbandonedDelay /
CallsAbandoned
Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.
Historical Reporting and Data Dictionary
673
Standard reports
674
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Nodal Consolidated Application Delay Before
Answer
Description
NCC option only. This report is similar to the Application Delay Before Answer
report, but it contains statistics for all applications in the network. Application
statistics are consolidated across all sites.
This report helps you to gauge service quality by determining how long callers
wait before connecting to an agent. The report also indicates whether the delay
occurred after the skillset received the call.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Template
This report uses the following templates:
inodapp3.rpt
dnodapp3.rpt
wnodapp3.rpt
mnodapp3.rpt
application name
Filters
Historical Reporting and Data Dictionary
675
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Answer delay spectrum
The report contains a histogram showing the number of calls answered after
delays of times divided into 2-second increments. The statistics for the
histogram are taken from the AnsDelay view fields.
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answer Delay
CallsAnsweredDelay
Delay at Skillset
CallsAnsweredDelayAtSkillset
Answered After Threshold
CallsAnsweredAftThreshold
Maximum Answer Delay
MaxCallsAnsDelay
Maximum Delay at Skillset
MaxCallsDelayAtSkillset
Average Answer Delay
CallsAnsweredDelay / CallsAnswered
Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.
676
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
677
Standard reports
Standard 1.0
Nodal Consolidated Application Performance
Description
NCC option only. This report is similar to the Application Performance report,
but it contains statistics for all applications in the network. Application statistics
are consolidated across all sites. For each application, the report gives an
overview of calls answered, delayed, and abandoned. It can be particularly
useful in determining the efficiency of your network configuration.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Template
This report uses the following templates:
inodapp1.rpt
dnodapp1.rpt
wnodapp1.rpt
mnodapp1.rpt
application name
Filters
678
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Avg Ans Delay
CallsAnsweredDelay / CallsAnswered
Offered
CallsOffered
Answered
CallsAnswered
Answer Delay
CallsAnsweredDelay
Max Ans Delay
MaxCallsAnsDelay
Ans After Threshold
CallsAnsweredAftThreshold
Abandoned
CallsAbandoned
Max Abn Delay
MaxCallsAbandonedDelay
Aban After Threshold
CallsAbandonedAftThreshold
Ans Day At Skillset
CallsAnsweredDelayAtSkillset
% Service Level
[{(CallsAnswered + CallsAbandoned)
– (CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} /
(CallsAnswered + CallsAbandoned)] x
100
Historical Reporting and Data Dictionary
679
Standard reports
Standard 1.0
Summaries
The report provides totals for each site, and subtotals for each application.
Statistics are further broken down by day, week, or month, depending on the
reporting period selected. For the interval reporting period, statistics are further
broken down by interval.
680
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
681
Standard reports
682
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section H: Network reports
In this section
Overview of network reports
684
Crosstab - Network Incoming Calls
685
Crosstab - Network Outgoing Calls
688
Network Application Performance
691
Network DNIS Statistics
695
Network Incoming Calls
699
Network Outgoing Calls
703
Network Route Performance
706
Network Skillset Performance
709
Historical Reporting and Data Dictionary
683
Standard reports
Standard 1.0
Overview of network reports
Introduction
This section lists the networking reports that you can generate when logged on
to a server on the network. In some cases, these reports are similar to nonnetwork reports, but they use a different view or contain additional fields.
684
Symposium Call Center Server
April 2004
Standard reports
Crosstab - Network Incoming Calls
Description
The Crosstab - Network Incoming Calls report provides you with an at-a-glance
view of inbound call activity (calls offered, calls answered, and calls abandoned)
for several days. You can use this report to compare network activity for the
same reporting period on different days.
Views
iNetInCallStat
Collection frequency
interval
Templates
icross_net_in_calls.rpt
source site name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
685
Standard reports
Standard 1.0
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each source site for each interval, as well as daily
totals for the source site.
686
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
687
Standard reports
Standard 1.0
Crosstab - Network Outgoing Calls
Description
The Crosstab - Network Outgoing Calls report provides you with an at-a-glance
view of outbound call activity (calls offered, calls answered, and calls
abandoned) for several days. You can use this report to compare network
activity for the same reporting period on different days.
Views
iNetOutCallStat
Collection frequency
interval
Templates
icross_net_out_calls.rpt
destination site name
Filter
Rights required
688
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each destination site for each interval, as well as
daily totals for the destination site.
Historical Reporting and Data Dictionary
689
Standard reports
690
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Application Performance
Description
NSBR option only. The Network Application Performance report provides
summarized performance information for application calls that entered your
local site and were routed to a remote site.
For each application, the report provides information about the number of
outgoing network calls that were answered, delayed, and abandoned. It can be
particularly useful in determining the efficiency of your network configuration.
Views
ApplicationStat
Collection frequency
interval
daily
weekly
monthly
Templates
inetapp1.rpt
dnetapp1.rpt
wnetapp1.rpt
mnetapp1.rpt
application name
Filter
Historical Reporting and Data Dictionary
691
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Network Out Call statistics
Report field
View field/Formula
Offer’d
NetOutCalls
Ans
NetOutCallsAnswered
Aban
NetOutCallsAbandoned
Reach Non-ISDN Trunks
NetOutCallsReachNonISDN
Call Delay Time statistics
Report field
View field/Formula
Ans Delay
NetOutCallsAnsweredDelay
Maximum Ans Delay
MaxNetOutCallsAnsweredDelay
Average Ans Delay
NetOutCallAnsweredDelay /
NetOutCallsAnswered
Aban Delay
NetOutCallsAbandonedDelay
Time Before Network Out TimeBeforeNetOut
Time Before Reach nonISDN Trunks
692
TimeBeforeReachNonISDK
Symposium Call Center Server
April 2004
Standard reports
NACD Call statistics
Report field
View field/Formula
Given NACD
CallsGivenNACD
NACD Out
CallsNACDOut
Time Before NACD Out
TimeBeforeNACDOut
Summaries
The report provides totals for each application, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all applications.
Historical Reporting and Data Dictionary
693
Standard reports
694
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network DNIS Statistics
Description
NSBR option only. The Network DNIS Statistics report lists the total call
volume to each Dialed Number Identification Service (DNIS) number. The
report lists the total calls answered, total calls abandoned, the percentage of calls
that abandoned after the service level threshold defined for the DNIS, and the
total number of calls networked out.
You can use this report to track network performance for a particular DNIS
number.
Views
DNISStat
Collection frequency
interval
daily
weekly
monthly
Templates
inetres6.rpt
dnetres6.rpt
wnetres6.rpt
mnetres6.rpt
DNIS number
DNIS name
Filters
Historical Reporting and Data Dictionary
695
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
696
Report field
View field/Formula
Offer’d
CallsOffered
Ans
CallsAnswered
Ans Aft Thresh’d
CallsAnsweredAftThreshold
Abn
CallsAbandoned
Abn Aft Thresh’d
CallsAbandonedAftThreshold
% Service Level
[{(CallsAnswered + CallsAbandoned) –
(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100
Disconnect
CallsGivenForceDisconnect
Overflow
CallsGivenForceOverflow
Route
CallsGivenRouteTo
Default
CallsGivenDefault
IVR Transf’d
IVRTransferred
Given Busy
CallsGivenForceBusy
Ans Delay
CallsAnsweredDelay
Max Ans Delay
MaxAnsweredDelay
Symposium Call Center Server
April 2004
Standard reports
Report field
View field/Formula
Avg Ans Delay
CallsAnsweredDelay / CallsAnswered
Abn Delay
CallsAbandonedDelay
Max Abn Delay
MaxAbandonedDelay
Talk Time
TalkTime
Network Out
CallsNetworkedOut
NACD Out
CallsNACDOut
Reaching Non-ISDN
CallsReachNonISDN
Summaries
The report provides totals for each DNIS, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all DNISs.
Historical Reporting and Data Dictionary
697
Standard reports
698
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Incoming Calls
Description
NSBR option only. The Network Incoming Calls report provides statistics about
incoming network calls for your site. It contains information about the number
of incoming network calls offered, answered, and abandoned at your site. It also
provides statistics about the number of calls agents answered or abandoned after
the service level threshold and the delays experienced by calls.
Views
NetworkInCallStat
Collection frequency
interval
daily
weekly
monthly
Templates
inet-10.rpt
dnet-10.rpt
wnet-10.rpt
mnet-10.rpt
source site name
Filter
Historical Reporting and Data Dictionary
699
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Network In Call statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Answered After Threshold CallsAnsweredAftThreshold
Abandoned / Terminated at CallsAbandoned
Dest
Abandoned After
Threshold
CallsAbandonedAftThreshold
Answer Delay statistics
700
Report field
View field/Formula
Answer Delay
CallsAnsweredDelay
Max Delay
MaxAnsweredDelay
Total At Dest
CallsAnsweredDelayAtDest
Max At Dest
MaxAnsweredDelayAtDest
Symposium Call Center Server
April 2004
Standard reports
Abandon Delay statistics
Report field
View field/Formula
Total Delay
CallsAbandonedDelay
Max Delay
MaxAbandonedDelay
Total At Dest
CallsAbandonedDelayAtDest
Max At Dest
MaxAbandonedDelayAtDest
Summaries
The report provides totals for each source site, and subtotals for each day, week,
or month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all destination sites.
Historical Reporting and Data Dictionary
701
Standard reports
702
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Outgoing Calls
Description
NSBR option only. The Network Outgoing Calls report provides statistics about
outgoing network calls for your site. It contains information about the number of
outgoing network calls offered, answered, and abandoned at the source and
destination sites.
Views
NetworkOutStat
Collection frequency
interval
daily
weekly
monthly
Templates
inet-11.rpt
dnet-11.rpt
wnet-11.rpt
mnet-11.rpt
destination site name
Filter
Historical Reporting and Data Dictionary
703
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each destination site, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval and application.
The report also contains a grand total for all destination sites.
704
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
705
Standard reports
Standard 1.0
Network Route Performance
Description
NSBR option only. The Network Route Performance report shows summarized
performance information grouped by route. The report indicates how often and
how long all trunks within the route were busy. It also displays the total number
of calls that were unable to reach another site because all of the trunks within the
route were busy.
Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.
Views
RouteStat
Collection frequency
interval
daily
weekly
monthly
Templates
inetres2.rpt
dnetres2.rpt
wnetres2.rpt
mnetres2.rpt
route number
route name
Filters
706
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Call statistics
Report field
View field/Formula
All Trunks Busy
AllTrunksBusy
# Network Out Blocked by CallsBlockedByAllTrunksBusy
All Trunks Busy
# Network Out Reached
Non-ISDN Trunks
CallsReachNonISDN
Call Time statistics
Report field
View field/Formula
All Trunks Busy
AllTrunksBusyTime
Average All Trunks Busy
AllTrunksBusyTime / AllTrunksBusy
Summaries
The report provides totals for each route, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all routes.
Historical Reporting and Data Dictionary
707
Standard reports
708
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Network Skillset Performance
Description
NSBR option only. The Network Skillset Performance report provides
summarized call handling performance information for each skillset defined on
your system. The report lists the total local and incoming network calls
answered by agents for the skillset, the number and percentage of calls agents
answered after the service level threshold, the maximum delay a caller
experienced, and the total time all agents were busy servicing calls to the
skillset.
By indicating the volume of calls and the delay times callers experienced, along
with the amount of time agents were busy servicing calls to the skillset, the
report indicates whether the skillset has the number of agents required to service
callers. If a particular skillset is not performing well, you may need to consult
the agent reports.
Views
SkillsetStat
Collection frequency
interval
daily
weekly
monthly
Templates
inet-12.rpt
dnet-12.rpt
wnet-12.rpt
mnet-12.rpt
Historical Reporting and Data Dictionary
709
Standard reports
Standard 1.0
Filter
skillset name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Skillset Call statistics
Report field
View field/Formula
Total Answered
CallsAnswered
Answered Aft Threshold
CallsAnsweredAftThreshold
Percent Answered Aft
Threshold
CallsAnsweredAfterThreshold / CallsAnswered x
100
Network In Answered
NetCallsAnswered
Answer Delay statistics
710
Report field
View field/Formula
Total Answer Delay
CallsAnsweredDelay
Average Answer Delay
CallsAnsweredDelay / CallsAnswered
Maximum Answer Delay
MaxAnsweredDelay
Symposium Call Center Server
April 2004
Standard reports
Agent statistics
Report field
View field/Formula
All Agent Busy Time
AllAgentBusyTime
All Agent Staffed Time
TotalStaffedTime
Skillset Active Time
ActiveTime
Avg No Of Agts
TotalStaffedTime / ActiveTime
Summaries
The report provides totals for each skillset, and for each application/site
combination. Statistics are further broken down by day, week, or month,
depending on the reporting period selected. For the interval reporting period,
statistics are further broken down by interval. The report also contains a grand
total for all skillsets.
Historical Reporting and Data Dictionary
711
Standard reports
712
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section I:
Resource reports
In this section
CDN Statistics
714
Crosstab - CDN Statistics
718
Crosstab - DNIS Statistics
721
Crosstab - Route Performance
724
Crosstab - Trunk Performance
727
DNIS Statistics
730
Music/RAN Route Statistics
735
Route Performance
738
Trunk Performance
741
Historical Reporting and Data Dictionary
713
Standard reports
Standard 1.0
CDN Statistics
Description
The CDN Statistics report details summarized call volume information for the
CDNs configured on the server. The report displays the total number of calls
offered to the CDN and the total number of calls answered. The report also
provides terminated and abandoned call information.
Definition: CDN
A Controlled Directory Number (CDN) is a number configured in the switch as
the entry point for calls into Symposium Call Center Server. You can configure
multiple CDNs in the switch and associate them with the Master script of
Symposium Call Center Server.
Views
CDNStat
Collection frequency
interval
daily
weekly
monthly
Templates
714
im-res7.rpt
dm-res7.rpt
wm-res7.rpt
mm-res7.rpt
Symposium Call Center Server
April 2004
Standard reports
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Filters
CDN
CDN name
Statistics
CDN Statistics reports contain the following statistics:
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Terminated
CallsTerminated
Percent Terminated
CallsTerminated / CallsOffered x 100
Abandoned
CallsAbandoned
Percent Abandoned
CallsAbandoned / CallsOffered x 100
IVR Calls with Data
(DMS/MSL-100)
CallsWithDigitsCollected
Summaries
The report provides totals for each CDN, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all CDNs.
Historical Reporting and Data Dictionary
715
Standard reports
Standard 1.0
Meridian 1/Succession 1000 report
716
Symposium Call Center Server
April 2004
Standard reports
DMS/MSL-100 report
Historical Reporting and Data Dictionary
717
Standard reports
Standard 1.0
Crosstab - CDN Statistics
Description
The Crosstab - CDN Statistics report provides you with an at-a-glance view of
CDN statistics (calls offered, calls answered, calls terminated, and calls
abandoned) for several days. You can use this report to compare CDN statistics
for the same reporting period on different days.
Views
iCDNStat
Collection frequency
interval
Templates
icross_CDN.rpt
CDN
CDN name
Filter
Rights required
718
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Terminated
CallsTerminated
Abandoned
CallsAbandoned
Summaries
The report provides totals for each CDN for each interval, as well as daily totals
for the CDN.
Historical Reporting and Data Dictionary
719
Standard reports
720
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Crosstab - DNIS Statistics
Description
The Crosstab - DNIS Statistics report provides you with an at-a-glance view of
DNIS statistics (calls offered, calls answered, and calls abandoned) for several
days. You can use this report to compare DNIS statistics for the same reporting
period on different days.
Views
iDNISStat
Collection frequency
interval
Templates
icross_DNIS.rpt
DNIS
DNIS name
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
721
Standard reports
Standard 1.0
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each DNIS for each interval, as well as daily totals
for the DNIS.
722
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
723
Standard reports
Standard 1.0
Crosstab - Route Performance
Description
Meridian 1/Succession 1000 switch only. The Crosstab - Route Performance
report provides you with an at-a-glance view of route performance (all trunks
busy and number of calls blocked by all trunks busy) for several days. You can
use this report to compare route performance for the same reporting period on
different days.
Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.
Views
iRouteStat
Collection frequency
interval
Templates
icross_route.rpt
route ID
route name
Filter
Rights required
724
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
All Trunks Busy
AllTrunksBusy
Calls Blocked By All
Trunks Busy
CallsBlockedByAllTrunksBusy
Summaries
The report provides totals for each route for each interval, as well as daily totals
for the route.
Historical Reporting and Data Dictionary
725
Standard reports
726
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Crosstab - Trunk Performance
Description
Meridian 1/Succession 1000 switch only. The Crosstab - Trunk Performance
report provides you with an at-a-glance view of trunk performance (calls
offered, answered, and abandoned) for several days. You can use this report to
compare trunk performance for the same reporting period on different days.
Views
iTrunkStat
Collection frequency
interval
Templates
icross_trunk.rpt
trunk ID
Filter
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Historical Reporting and Data Dictionary
727
Standard reports
Standard 1.0
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each trunk for each interval, as well as daily totals
for the trunk.
728
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
729
Standard reports
Standard 1.0
DNIS Statistics
Description
The DNIS Statistics report summarizes the total call volume to each DNIS
number. The DNIS Statistics report lists the total calls answered, total caller wait
time, total calls abandoned, and the percentage of calls that abandoned after a
wait greater than or equal to the service level threshold defined for the DNIS.
You can use this report to track call handling performance on products or
services associated with a particular DNIS number.
Definition: DNIS
Dialed Number Identification Service (DNIS) allows you to identify the dialed
number for calls coming into the call center. Typically, DNIS numbers are used
for 1-800 numbers. For example, a company may give customers different
1-800 numbers for sales and customer service calls.
Views
DNISStat
Collection frequency
interval
daily
weekly
monthly
Templates
730
im-res6.rpt
dm-res6.rpt
wm-res6.rpt
mm-res6.rpt
Symposium Call Center Server
April 2004
Standard reports
Filters
DNIS
DNIS name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Offer’d
CallsOffered
Answer’d
CallsAnswered
Answer Delay
CallsAnsweredDelay
Max Ans Delay
MaxAnsweredDelay
Avg Ans Delay
CallsAnsweredDelay / CallsAnswered
Ans After Threshold
CallsAnsweredAftThreshold
Disconnected
CallsGivenForceDisconnect
Overflowed
CallsGivenForceOverflow
Routed
CallsGivenRouteTo
NACD Out (Meridian 1)
CallsNACDOut
IVR Transferred
(Meridian 1)
IVRTransferred
Default’d
CallsGivenDefault
Historical Reporting and Data Dictionary
731
Standard reports
Standard 1.0
Report field
View field/Formula
Given Busy
CallsGivenForceBusy
Aban’d
CallsAbandoned
Aband Delay
CallsAbandonedDelay
Max Abn Delay
MaxAbandonedDelay
Aban After Thresh
CallsAbandonedAftThreshold
% Service Level
[{(CallsAnswered + CallsAbandoned) –
(CallsAnsweredAftThreshold +
CallsAbandonedAftThreshold)} / (CallsAnswered
+ CallsAbandoned)] x 100
Talk Time
TalkTime
Summaries
The report provides totals for each DNIS number, and subtotals for each day,
week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all DNIS numbers.
732
Symposium Call Center Server
April 2004
Standard reports
Meridian 1/Succession 1000 report
Historical Reporting and Data Dictionary
733
Standard reports
Standard 1.0
DMS/MSL-100 report
734
Symposium Call Center Server
April 2004
Standard reports
Music/RAN Route Statistics
Description
The Music/RAN Route Statistics report shows information about music and
recorded announcement (RAN) routes. For each route, the report provides the
number of route accesses and the route access time.
This report can help you pinpoint any routes that may be overloaded.
Views
RANMusicRouteStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-res8.rpt
dm-res8.rpt
wm-res8.rpt
mm-res8.rpt
route ID
route name
Filters
Historical Reporting and Data Dictionary
735
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Route Access
RouteAccess
Route Access Time
RouteAccessTime
Summaries
The report provides totals for each music and RAN route, and subtotals for each
day, week, or month, depending on the reporting period selected. For the interval
reporting period, statistics are further broken down by interval. The report also
contains a grand total for all music and RAN routes.
736
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
737
Standard reports
Standard 1.0
Route Performance
Description
Meridian 1/Succession 1000 switch only. The Route Performance report shows
summarized performance information grouped by route. The report describes
the performance of the route as a whole, in contrast to the Trunk Performance
report, which tracks and displays individual trunk performance.
The Route Performance report indicates how often and how long all trunks
within the route were busy.
Note: Calls blocked by all trunks busy statistics are pegged against the
Default_Route, 999.
Definition: Route
A route is a group of trunks with similar characteristics.
Example
A call center may direct two routes to each of its call center skillsets, depending
on the demographics of a particular customer area. Each route is configured with
multiple trunks.
Views
RouteStat
Collection frequency
738
interval
daily
weekly
monthly
Symposium Call Center Server
April 2004
Standard reports
Templates
im-res2.rpt
dm-res2.rpt
wm-res2.rpt
mm-res2.rpt
route ID
route name
Filters
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
All Trunks Busy
AllTrunksBusy
All Trunks Busy Time
AllTrunksBusyTime
Calls Blocked By All
Trunks Busy
CallsBlockedByAllTrunksBusy
Summaries
The report provides totals for each route, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all routes.
Historical Reporting and Data Dictionary
739
Standard reports
740
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Trunk Performance
Description
Meridian 1/Succession 1000 switch only. The Trunk Performance report shows
summarized performance information grouped by trunk.
The Trunk Performance report helps you understand call center traffic patterns.
The report lists the total call volume by individual trunk, including total calls
abandoned, answered, and offered.
To further evaluate trunk and call center performance, the Trunk Performance
report also shows the amount of time callers waited for an answer and the
amount of time callers waited before abandoning their call.
If specific trunks are underused or consistently backlogged, you can take action
to make these call center resources more efficient.
Views
TrunkStat
Collection frequency
interval
daily
weekly
monthly
Templates
im-res1.rpt
dm-res1.rpt
wm-res1.rpt
mm-res1.rpt
Historical Reporting and Data Dictionary
741
Standard reports
Standard 1.0
Filter
trunk ID
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Average Utilization per
reporting period (interval,
day, week, or month)
Occupancy Time / number of reporting periods
Usage Time
OccupancyTime
Answer Delay
CallsAnsweredDelay
Abandon Delay
CallsAbandonedDelay
Offered
CallsOffered
Answered
CallsAnswered
Abandoned
CallsAbandoned
Summaries
The report provides totals for each trunk, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all trunks.
742
Symposium Call Center Server
April 2004
Historical Reporting and Data Dictionary
Standard reports
743
Standard reports
744
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Section J: Skillset reports
In this section
Crosstab - Skillset Performance
746
Skillset By Application
749
Skillset Performance
753
Historical Reporting and Data Dictionary
745
Standard reports
Standard 1.0
Crosstab - Skillset Performance
Description
The Crosstab - Skillset Performance report provides you with an at-a-glance
view of skillset performance (calls offered, calls answered, network calls
answered, and skillset calls abandoned) for several days. You can use this report
to compare skillset performance for the same reporting period on different days.
Views
iSkillsetStat
Collection frequency
interval
Templates
icross_skillset.rpt
skillset name
Filter
Rights required
746
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Symposium Call Center Server
April 2004
Standard reports
Statistics
Report field
View field/Formula
Offered
CallsOffered
Answered
CallsAnswered
Network Answered
NetCallsAnswered
Abandoned
SkillsetAbandoned
Summaries
The report provides totals for each skillset for each interval, as well as daily
totals for the skillset.
Historical Reporting and Data Dictionary
747
Standard reports
748
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Skillset By Application
Description
The Skillset By Application report shows summarized skillset statistics for each
application under review. The report provides statistics such as the total number
of calls answered for a skillset, number of calls answered after the service level
threshold for the skillset, all agent staffed time, and average number of agents.
Views
SkillsetStat
Collection frequency
interval
daily
weekly
monthly
Templates
imskill4.rpt
dmskill4.rpt
wmskill4.rpt
mmskill4.rpt
skillset name
Filter
Historical Reporting and Data Dictionary
749
Standard reports
Standard 1.0
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Skillset Answered
CallsAnswered
Skillset Answered After
Thresh
CallsAnsweredAfterThreshold
% Ansd After Thresh
CallsAnsweredAfterThreshold / CallsAnswered x
100
Answer Delay
CallsAnsweredDelay
Average Answer Delay
CallsAnsweredDelay / CallsAnswered
Maximum Answer Delay
MaxAnsweredDelay
All Agent Busy Time
AllAgentBusyTime
Avg All Agent Busy Time AllAgentBusyTime / (Number of intervals x 0.25)
Per Hour
750
All Agent Staffed Time
TotalStaffedTime
Skillset Active Time
ActiveTime
Avg No of Agents
TotalStaffedTime / ActiveTime
Symposium Call Center Server
April 2004
Standard reports
Summaries
The report provides totals for each application, and subtotals for each skillset.
For each skillset, statistics are further broken down by day, week, or month
(depending on the reporting period selected). For the interval reporting period,
statistics are further broken down by interval, and within each interval, by
skillset. The report also contains a grand total for all applications.
Historical Reporting and Data Dictionary
751
Standard reports
752
Standard 1.0
Symposium Call Center Server
April 2004
Standard reports
Skillset Performance
Description
The Skillset Performance report provides summarized call handling
performance information for each skillset defined on your system. The report
lists the total calls answered by agents for the skillset, the number and
percentage of calls agents answered after a predefined service level threshold,
the maximum delay a caller experienced, and the total time all agents were busy
servicing calls to the skillset.
By indicating the volume of calls and the delay times callers experienced, along
with the amount of time agents were busy servicing calls to the skillset, the
report indicates whether the skillset has the number of agents required to service
callers. If a particular skillset is not performing well, consult the agent reports.
Views
SkillsetStat
Collection frequency
interval
daily
weekly
monthly
Templates
imskill1.rpt
dmskill1.rpt
wmskill1.rpt
mmskill1.rpt
Historical Reporting and Data Dictionary
753
Standard reports
Standard 1.0
Filter
skillset name
Rights required
Function
Minimum access level
Reports
Create and run any report
Reports—Other
Create and run any report
Statistics
Report field
View field/Formula
Skillset Answered
CallsAnswered
Skillset Answered After
Thresh
CallsAnsweredAfterThreshold
% Ansd After Thresh
CallsAnsweredAfterThreshold / CallsAnswered x
100
Answer Delay
CallsAnsweredDelay
Average Answer Delay
CallsAnsweredDelay / CallsAnswered
Maximum Answer Delay
MaxAnsweredDelay
All Agent Busy Time
AllAgentBusyTime
Avg All Agent Busy Time AllAgentBusyTime / (Number of intervals x 0.25)
Per Hour
754
All Agent Staffed Time
TotalStaffedTime
Skillset Active Time
ActiveTime
Avg No of Agents
TotalStaffedTime / ActiveTime
Symposium Call Center Server
April 2004
Standard reports
Summaries
The report provides totals for each skillset, and subtotals for each day, week, or
month, depending on the reporting period selected. For the interval reporting
period, statistics are further broken down by interval. The report also contains a
grand total for all skillsets.
Historical Reporting and Data Dictionary
755
Standard reports
756
Standard 1.0
Symposium Call Center Server
Appendix B
Pegging examples
In this appendix
Local call pegging
744
Network call pegging
747
Historical Reporting and Data Dictionary
743
Pegging examples
Standard 1.0
Local call pegging
Introduction
This section provides a typical example of how local calls are pegged.
Scenario
Call arrives
09:00:00
Call is given IVR treatment
09:00:02
Call is handed over to
Booking_Script application
09:00:02
Call is queued to Bookings skillset
09:00:03
Call is presented to Donna Royce
09:00:10
Call is answered by Donna Royce
09:00:15
Call is conferenced to a Brandon
Woo’s DN
09:00:25
Caller disconnects
09:00:35
Brandon Woo releases call
Donna Royce releases call
09:00:38
In this scenario, the agent’s call presentation class is configured for a break
(variable wrap) of 30 seconds after each call.
744
Symposium Call Center Server
April 2004
Pegging examples
Pegging
AgentPerformanceStat view: Donna Royce
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
CallsAnswered
1
CDNCallsConferencedToDN
1
ConsultationTime
3
(Meridian 1/Succession 1000 switch)
TalkTime
23
BreakTime/VariableWrapTime
30
ApplicationStat view: Master_Script
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
CallsGivenIVR
1
ApplicationStat view: Booking_Script
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
CallsAnswered
1
CallsAnsweredDelay
15 seconds
Historical Reporting and Data Dictionary
745
Pegging examples
Standard 1.0
Field
Pegging
AnsDelay16
1
CallsAnsweredDelayAtSkillset
12 seconds
CallsConferencedOut
1
TimeBeforeInterflow
2 seconds
CDNStat view
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
CallsAnswered
1
SkillsetStat view: Bookings
746
Field
Pegging
Interval
9:00 – 9:15
Application
Booking_Script
CallsOffered
1
CallsAnswered
1
CallsAnsweredDelay
12 seconds
BreakTime/VariableWrapTime
30 seconds
Symposium Call Center Server
April 2004
Pegging examples
Network call pegging
Introduction
This section provides a typical example of how network calls are pegged (at the
source site and at the destination site).
Scenario
Call arrives at Toronto
09:00:00
Call is handed over to
Booking_Script application
09:00:01
Call is queued to network skillset:
Bookings
09:00:02
Call is routed to Boston
09:00:08
Call is presented to Boston agent,
Lane Rivers
09:00:10
Lane Rivers answers call
09:00:15
Caller disconnects
09:00:35
Pegging at source site
ApplicationStat view: Master_Script
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
Historical Reporting and Data Dictionary
747
Pegging examples
Standard 1.0
ApplicationStat view: Booking_Script
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
NetOutCalls
1
NetOutCallsAnswered
1
NetOutCallsAnsweredDelay
15 seconds
AnsDelay16
1
CallsAnsweredDelayAtSkillset
13 seconds
NetworkOutCallStat view
748
Field
Pegging
Interval
9:00 – 9:15
Source Site
Toronto
Source Application
Booking_Script
Destination Site
Boston
Destination Application
Network_Script
Calls Offered
1
Calls Answered
1
Symposium Call Center Server
April 2004
Pegging examples
Pegging at destination site
ApplicationStat view: Network_Script
Field
Pegging
Interval
9:00 – 9:15
CallsAnswered
1
CallsAnsweredDelay
7 seconds
AnsDelay8
1
CallsAnsweredDelayAtSkillset
13 seconds
NetworkInCallStat view
Field
Pegging
Interval
9:00 – 9:15
Source Site
Toronto
Source Application
Booking_Script
Destination Site
Boston
Destination Application
Network_Script
Calls Offered
1
Calls Answered
1
Historical Reporting and Data Dictionary
749
Pegging examples
Standard 1.0
AgentPerformanceStat view: Lane Rivers
750
Field
Pegging
Interval
9:00 – 9:15
CallsOffered
1
CallsAnswered
1
TalkTime
20
Symposium Call Center Server
Appendix C
Agent state tracking
In this appendix
Pegging of agent state
Historical Reporting and Data Dictionary
766
765
Agent state tracking
Standard 1.0
Pegging of agent state
This section shows how agent state is pegged in reports for several different
Incalls and DN key statuses.
no call present
no call present
incoming DN call
active
•
no call present
incoming DN call on
hold
•
no call present
outgoing DN call
active
•
no call present
outgoing DN call on
hold
•
no call present
incoming DN call
ringing
no call present
DN key pressed
call ringing
no call present
766
Walkaway time
no call present
Waiting time
DN key
Talk Time
Incalls key
Ring time
Outgoing DN calls talk time
Not ready time
Network calls talk time
Incoming DN calls talk time
Hold time
ACD/NACD talk time
If the agent key status is
Agent time is pegged against the
following states:
•
•
•
Symposium Call Center Server
April 2004
Agent state tracking
incoming DN call on
hold
call on hold
incoming DN call
active
call on hold
incoming DN call on
hold
call active
outgoing DN call on
hold
call on hold
outgoing DN call
active
call on hold
outgoing DN call on
hold
ACD/NACD call
ringing
no call present
Historical Reporting and Data Dictionary
Walkaway time
call active
Waiting time
no call present
Talk Time
call on hold
Ring time
no call present
Outgoing DN calls talk time
call active
Not ready time
incoming DN call
ringing
Network calls talk time
call ringing
Incoming DN calls talk time
DN key
Hold time
Incalls key
ACD/NACD talk time
If the agent key status is
Agent time is pegged against the
following states:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
767
Agent state tracking
Standard 1.0
ACD/NACD call on no call present
hold
Walkaway time
Waiting time
Talk Time
•
•
Not ready
no call present
Not ready
Incoming DN call
active
•
•
Not ready
Incoming DN call on
hold
•
•
Not ready
Outgoing DN call
active
•
•
Not ready
Outgoing DN call on
hold
•
•
Call on hold;
walkaway
no call present
768
Ring time
Outgoing DN calls talk time
Not ready time
no call present
Network calls talk time
ACD/NACD call
active
Incoming DN calls talk time
DN key
Hold time
Incalls key
ACD/NACD talk time
If the agent key status is
Agent time is pegged against the
following states:
•
•
•
•
Symposium Call Center Server
April 2004
Agent state tracking
Note:
Unless otherwise specified, calls on the Incalls key are Symposium Call
Center Server calls.
If the Answer call by placing DN on hold option is enabled for the agent’s
call presentation class, agent time is pegged against the Waiting state when
no call is present on the agent’s Incalls key, and the agent has a DN call
(incoming or outgoing) on hold.
Historical Reporting and Data Dictionary
769
Agent state tracking
770
Standard 1.0
Symposium Call Center Server
Glossary
A
accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Symposium Call Center Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Symposium Call Center Server and
CallPilot or Meridian Mail.
ACCESS voice port
A voice port that is controlled by the ACCESS link.
ACD call
See Automatic call distribution call.
ACD-DN
See Automatic call distribution directory number.
Historical Reporting and Data Dictionary
771
Glossary
Standard 1.0
ACD group
See Automatic call distribution group.
ACD routing table
See Automatic call distribution routing table.
ACD subgroup
See Automatic call distribution subgroup.
acquired resource
A resource configured on the switch that is under the control of Symposium Call
Center Server. Resources must be configured with matching values on both the
switch and Symposium Call Center Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
activity code
A number that an agent enters on his or her phoneset during a call. Activity
codes provide a way of tracking the time agents spend on various types of
incoming calls. They are also known as Line of Business (LOB) codes. For
example, the activity code 720 might be used to track sales calls. Agents can
then enter 720 on their phonesets during sales calls, and this information can be
generated in an Activity Code report.
administrator
A user who is responsible for setting up and maintaining Symposium Call
Center Server.
agent
A user who is responsible for handling customer calls.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
772
Symposium Call Center Server
April 2004
Glossary
agent to skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent to supervisor assignment
A definition that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
API
See application program interface.
application
1. A logical entity that represents a Symposium Call Center Server script for
reporting purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
application program interface
A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.
application server
The server on which the Symposium Web Client software is installed. This
server acts as the middle layer that communicates with Symposium Call Center
Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
Automatic call distribution
A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
Historical Reporting and Data Dictionary
773
Glossary
Standard 1.0
Automatic call distribution call
A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also Automatic call
distribution directory number.
Automatic call distribution directory number
A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
Automatic call distribution group
An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
Automatic call distribution routing table
A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Call Center Server will be queued to ACD groups and handled by
available agents.
Automatic call distribution subgroup
An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor his
or her assigned agents.
C
call age
The amount of time a call was waiting in the system before being answered by
an agent.
call destination
The site to which an outgoing network call is sent. See also call source.
774
Symposium Call Center Server
April 2004
Glossary
call intrinsic
A script element that stores call-related information assigned when a call enters
Symposium Call Center Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class
A collection of preferences that determines how calls are presented to an agent.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.
call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a call center agent. For example, a caller can hear a recorded
announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
Calling Line Identification
An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.
Historical Reporting and Data Dictionary
775
Glossary
Standard 1.0
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
CDN
See controlled directory number.
CLAN
See Customer local area network.
CLID
See Calling Line Identification.
client
The part of Symposium Call Center Server that runs on a personal computer or
workstation and relies on the server to perform some operations. See also server.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.
controlled directory number
A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Symposium Call Center
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Symposium
Call Center Server.
Customer local area network
The LAN to which your corporate services and resources connect. The server in
Symposium Call Center Server and client both connect to the CLAN. Thirdparty applications that interface with the server also connect to this LAN.
D
776
DBMS
Database Management System
Symposium Call Center Server
April 2004
Glossary
deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default activity code
The activity code that is assigned to a call if an agent does not enter an activity
code manually, or when an agent presses the activity code button twice on his or
her phoneset.
Each skillset has a defined default activity code.
default skillset
The skillset to which calls are queued if they have not been queued to a skillset
or a specific agent by the end of a script.
desktop user
A configured user who can log on to Symposium Call Center Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.
Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service
An optional service that allows Symposium Call Center Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
Historical Reporting and Data Dictionary
777
Glossary
Standard 1.0
directory number call
A call that is presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
dongle
The attachment plugged into the parallel port of a server connected to a DMS/
MSL-100 switch that authenticates the serial number required at the time of
server installation.
dynamic host configuration protocol
A protocol for dynamically assigning IP addresses to devices on a network.
dynamic link library
A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E
778
ELAN
See embedded local area network.
Symposium Call Center Server
April 2004
Glossary
embedded local area network
A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call
Center Server and the switch.
Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
his or her supervisor to notify the supervisor of a problem with a caller.
event
1. An occurrence or action on Symposium Call Center Server, such as the
sending or receiving of a message, the opening or closing of an application, or
the reporting of an error. Some events are for information only, while others can
indicate a problem. Events are categorized by severity: information, minor,
major, and critical. 2. An action generated by a script command, such as queuing
a call to a skillset or playing music.
expression
A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression, mathematical
expression, relational expression.
F
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site, before that site is filtered out of a routing table.
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
G
global settings
Settings that apply to all skillsets or IVR ACD-DNs that are configured on your
system.
Historical Reporting and Data Dictionary
779
Glossary
Standard 1.0
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
I
ICM
See Intelligent Call Manager.
Incalls key
The key on an agent phoneset to which incoming ACD and Symposium Call
Center Server calls are presented.
Intelligent Call Manager
A high capacity call center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.
Interactive voice response
An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive voice response ACD-DN
A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.
Interactive voice response event
A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or de-acquires a voice port.
Internet Protocol address
An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
For customers using NSBR, site IP addresses must be unique and correct. The
format of an IP address is a 32-bit numeric address written as four values
separated by periods. Each value can be 0 to 255. For example, 1.160.10.240
could be an IP address.
780
Symposium Call Center Server
April 2004
Glossary
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
IP address
See Internet Protocol address.
IVR
See Interactive voice response.
IVR ACD-DN
See Interactive voice response ACD-DN.
IVR event
See Interactive voice response event.
IVR port
See voice port.
L
LAN
See Local area network.
Line of Business code
See activity code.
LOB code
See activity code.
Local area network
A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers, and are confined to a single building or
group of buildings.
local call
A call that originates at the local site. See also network call.
Historical Reporting and Data Dictionary
781
Glossary
Standard 1.0
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
A symbol used in scripts to test for different conditions. Logical expressions are
AND, OR, and NOT. See also expression, mathematical expression, relational
expression.
M
M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
Management Information Base
A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Symposium Call Center Server Management Information Bases (MIBs)
contribute to the overall network MIB by
identifying Nortel Networks/Meridian/Symposium Call Center Server
nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at Symposium Call Center Server. A
default Master script is provided with Symposium Call Center Server, but it can
be customized by an authorized user. It can be deactivated but not deleted. See
also network script, primary script, script, secondary script.
mathematical expression
An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression, logical expression, relational expression.
782
Symposium Call Center Server
April 2004
Glossary
Meridian Link Services
A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel Networks product that provides voice messaging and other voice and
fax services.
Meridian MAX
A Nortel Networks product that provides call processing based on ACD routing.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N
NACD call
A call that arrives at the server from a network ACD-DN.
NCC
See Network Control Center.
network call
A call that originates at another site in the network. See also local call.
Historical Reporting and Data Dictionary
783
Glossary
Standard 1.0
Network Control Center
The server on a Symposium Call Center Server system where NSBR is
configured and where communication between servers is managed.
NCC
See Network Control Center.
network call
A call that originates at another site in the network. See also local call.
Network Control Center
The server on a Symposium Call Center Server system where NSBR is
configured and where communication between servers is managed.
network interface card
An expansion board that enables a PC to be connected to a local area network
(LAN).
network script
The script that is executed to handle error conditions for Symposium Call Center
Server calls forwarded from one site to another, for customers using NSBR. The
network script is a system-defined script provided with Symposium Call Center
Server, but it can be customized by an authorized user. It can be deactivated but
not deleted. See also Master script, primary script, script, secondary script.
Network Skill-Based Routing
An optional feature with Symposium Call Center Server that provides skillbased routing to multiple networked sites.
network skillset
A skillset that is common to every site on the network. Network skillsets must
be created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.
784
Symposium Call Center Server
April 2004
Glossary
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
Number Plan Area
Area code
O
object linking and embedding
A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
OLE
See object linking and embedding.
Open Database Connectivity
A Microsoft-defined database application program interface (API) standard.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if there are no agents logged on or if the supervisor puts the skillset into
out-of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset that is not taking any new calls. While a skillset is out of service,
incoming calls cannot be queued to the skillset. See also local skillset, network
skillset, skillset.
Historical Reporting and Data Dictionary
785
Glossary
P
Standard 1.0
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
See Performance Enhancement Package.
Performance Enhancement Package
A Symposium Call Center Server supplementary software application that
enhances the functionality of previously released software by improving
performance, adding functionality, or correcting a problem discovered since the
original release.
personal directory number
A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Symposium Call Center
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
786
Symposium Call Center Server
April 2004
Glossary
primary script
A script that is executed or referenced by the Master script. A primary script can
route calls to skillsets, or it can transfer routing control to a secondary script. See
also Master script, network script, script, secondary script.
private branch exchange
A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.
R
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
recorded announcement route
A resource installed on the switch that offers a recorded announcement to
callers.
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Remote Access Services
A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Historical Reporting and Data Dictionary
787
Glossary
Standard 1.0
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
round robin routing table
A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
S
sample script
A script that is installed with the Symposium Call Center Server client. Sample
scripts are stored as text files in a special folder on the client. The contents of
these scripts can be imported or copied into user scripts to create scripts for
typical call center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.
script variable
See variable.
788
Symposium Call Center Server
April 2004
Glossary
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.
secondary directory number
A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) that is referenced
from a primary script or any other secondary script. There is no pegging of
statistics for actions occurring during a secondary script. See also Master script,
network script, primary script, script.
sequential routing table
A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Symposium Call Center Server is used to configure the operations of the
call center. See also client.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager
A Windows NT process that manages the different services on the PC.
service level
The percentage of incoming calls answered within a configured number of
seconds.
Historical Reporting and Data Dictionary
789
Glossary
Standard 1.0
service level threshold
A parameter that defines the number of seconds within which incoming calls
should be answered.
Simple Network Management Protocol
A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to the outside world via an SNMP
management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)
site
1. A system using Symposium Call Center Server that can be accessed using
SMI. 2. A system using Symposium Call Center Server and participating in
Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, traffic intrinsic.
790
Symposium Call Center Server
April 2004
Glossary
skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
supervisor
A user who manages a group of agents. See also associated supervisor, reporting
supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
switch
The hardware that receives incoming calls and routes them to their destination.
switch resource
A device that is configured on the switch. For example, a CDN is configured on
the switch, and then is used as a resource with Symposium Call Center Server.
See also acquired resource.
Historical Reporting and Data Dictionary
791
Glossary
Standard 1.0
Symposium Call Center Server
A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.
Symposium Call Center Server call
A call to a CDN that is controlled by Symposium Call Center Server. The call is
presented to the Incalls key on an agent’s phoneset.
Symposium Web Client
A browser-based tool for call center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Symposium Web Client
software is installed on an application server. See also application server.
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). These scripts
can be customized or deactivated by a user, but cannot be deleted. These scripts
are This script is the first scripts executed for every local or network call arriving
at the call center.
T
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
threshold
A value for a statistic at which system handling of the statistic changes.
792
Symposium Call Center Server
April 2004
Glossary
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
intrinsic, traffic intrinsic.
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol
The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
Historical Reporting and Data Dictionary
793
Glossary
U
Standard 1.0
user-created script
A script that is created by an authorized user on the Symposium Call Center
Server system. Primary and secondary scripts are user-created scripts.
user-defined script
A script that is modified by an authorized user on the Symposium Call Center
Server system.
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V
validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple scripts
to determine treatment and routing of calls entering Symposium Call Center
Server. See also call variable, global variable.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
W
WAN
See also Wide area network.
Wide area network
A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
794
Symposium Call Center Server
April 2004
Glossary
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Symposium Call
Center Server.
Historical Reporting and Data Dictionary
795
Glossary
796
Standard 1.0
Symposium Call Center Server
Index
Symbols
@company_name formula, 63
@report_interval formula, 63
@report_title formula, 63
@report_user formula, 63
@site_id formula, 63
Numerics
3WC key, 132
A
abandoned call delays, 168
application statistics, 159, 161
DNIS statistics, 183, 187
network incoming call statistics, 201, 203–204
network outgoing call statistics, 210, 212
network outgoing calls, 170
nodal consolidated statistics, 672–674
reports, 504–507, 672–674
skillset statistics, 227, 228–229
abandoned calls
application statistics, 160–161
CDN statistics, 179
DNIS statistics, 183
during presentation, 155
IVR statistics, 196–197
IVR treatment, 168
network incoming call statistics, 201
network outgoing call statistics, 208
network outgoing calls, 170
reports, 504–507, 672–674
trunk statistics, 231–232
abandoned delay spectrum, 159
AbdDelay fields, 159
Historical Reporting and Data Dictionary
access classes, 370
reports, 615–617
access levels, 266–269
AccessRights view, 266–269
ACD calls, 81, 103
ACD statistics, 81
ACDCallsAnswered field, 133
ACDCallsConfToCDN field, 133
ACDCallsConfToDN field, 133
ACDCallsConfToIncalls field, 134
ACDCallsConfToOther field, 134
ACDCallsTalkTime field, 134
ACDCallsTransferredToCDN field, 135
ACDCallsTransferredToDN field, 135
ACDCallsTransferredToIncalls field, 135
ACDCallsTransferredToOther field, 136
Acquire field
CDN view, 284
IVRPort view, 300
IVRQueue view, 302
Route view, 337
SwitchPort view, 377
ActiveTime field, 224
Activity Code By Agent report, 412–414
Activity Code By Application report, 415–417
Activity Code Properties report, 524–526
activity code statistics, 106–113, 411–420
entity relationships, 395
linkages, 112–113
activity codes, 106
properties, 270
reports, configuration, 524–526
reports, statistic, 411–420, 492–494
activity times, 82
ActivityCode field
ActivityCode view, 270
ActivityCodeStat views, 109
HistoricalStatCollection view, 292
Skillset view, 355
797
Index
Standard 1.0
ActivityCode view, 270
ActivityCodeName field, 110
ActivityCodeStat views, 106–113
ActivityTime field, 110
adding
customized formulas to reports, 63
filter sets, 76
See also creating, defining
Agent Average Calls Per Hour report, 422–424
Agent Average Calls Per Hour, Bottom 5 report,
425–426
Agent Average Calls Per Hour, Top 5 report,
427–428
Agent by Activity Code report, 429–431
Agent By Application Performance report, 432–
434
agent by application statistics, 114–121, 432–434
entity relationships, 396
linkages, 120–121
Agent By Skillset Performance report, 435–438
agent by skillset statistics, 122–129, 435–438
entity relationships, 397
linkages, 128–129
Agent By Supervisor Properties report, 527–529
Agent DN Performance Calls Answered,
Bottom 5 report, 444–445
Agent DN Performance Calls Answered, Top 5
report, 446–447
Agent DN Performance report, 439–443
Agent Login/Logout report, 448–450
agent name
blank, 84
Agent Network/NACD Activity report, 451–453
Agent Performance By Supervisor report, 461–
467
Agent Performance Calls Answered, Bottom 5
report, 468–473
Agent Performance Calls Answered, Top 5
report, 474–475
Agent Performance report, 454–460
agent performance statistics, 130–156
entity relationships, 398
linkages, 155–156
Agent Position ID report, 579–582
Agent Properties report, 530–535
798
Agent Short Calls report, 476–480
Agent Skillset Assignment report, 536–538
Agent Skillset Properties report, 539–542
agent state timers, 82, 130
agent statistics
by application, 114–121
by skillset, 122–129
entity relationships, 396–398
linkages, 120–121, 128–129, 155–156
login and logout, 237–239
performance, 130–156
Agent Supervisor Assignment report, 543–545
agent threshold classes, 278, 384–385
agent to skillset assignments, 341–343, 361–363,
536–538
agent to supervisor assignments, 344–346, 374–
376
Agent Transferred/Conferenced Activity report,
481–487
Agent view, 271–276
AgentByApplication field, 292
AgentByApplicationStat view, linking views
example, 98
AgentByApplicationStat views, 114–121
AgentBySkillsetStat views, 122–129
AgentGivenName field
ActivityCodeStat views, 110
AgentByApplicationStat views, 115
AgentBySkillsetStat views, 123
AgentPerformance views, 136
eAgentLoginStat view, 237
SupervisorAgentAssignment view, 372
AgentID field, 344, 374
AgentLogin field
ActivityCodeStat views, 110
AgentByApplicationStat views, 115
AgentBySkillsetStat views, 123
AgentPerformance views, 136
eAgentLoginStat view, 237
HistoricalStatCollection view, 292
AgentPerformance field, 292
AgentPerformanceStat view, linking views
example, 98
AgentPerformanceStat views, 130–156
AgentReserveTimer field, 379
Symposium Call Center Server
April 2004
agents
login and logout statistics, 237–239
performance statistics, 130–156
properties, 271–276
reports, 421–490, 530–535, 579–582
skillset assignments, 359–360
state timers, 82, 130
statistics by application, 114–121
statistics by skillset, 122–129
supervisor assignments, 372–373
AgentSurName field
ActivityCodeStat views, 111
AgentByApplicationStat views, 115
AgentBySkillsetStat views, 123
AgentPerformanceStat views, 136
eAgentLoginStat view, 238
SupervisorAgentAssignment view, 372
AgentTelsetLoginID field, 372
AgentUserID field, 372
aliases. See database aliases
all trunks busy. See ATB
AllAgentBusyTime field, 224
AllTrunksBusy field, 217
AllTrunksBusyTime field, 218
AlternateCallAnswer field, 271, 381
AnsDelay fields, 159
answered call delays
application statistics, 159, 162, 169
at skillset, 162, 169
DNIS statistics, 184, 188
IVR statistics, 196
network incoming call statistics, 202, 204
network outgoing call statistics, 210–211, 212
network outgoing calls, 170, 171
reports, 508–511, 675–677
skillset statistics, 226
trunk statistics, 232
answered calls
agent by application statistics, 116, 117, 118,
125
agent by skillset statistics, 123
agent performance statistics, 138
application statistics, 161–162
CDN statistics, 179
DNIS statistics, 184
IVR port statistics, 191
Historical Reporting and Data Dictionary
Index
IVR statistics, 196
NACD calls, 149
network incoming call statistics, 202
network incoming calls, 149, 227
network outgoing call statistics, 208–209
network outgoing calls, 171
reports, 508–511, 675–677
short calls, 126, 151
skillset statistics, 225–227
trunk statistics, 232
answered delay spectrum, 159
Application By Activity Code report, 492–494
Application Call Treatment report, 498–503
Application Delay Before Abandon report, 504–
507
Application Delay Before Answer report, 508–
511
Application field
ActivityCodeStat views, 111
AgentByApplicationStat views, 115
ApplicationStat views, 160
HistoricalStatCollection view, 293
SkillsetStat views, 224
Application Performance report, 512–515
Application Script Properties report, 546–548
application scripts. See scripts
application statistics, 157–177, 491–518
by agent, 114–121
entity relationships, 398
linkages, 176–177
Application Template Properties report, 549–551
application threshold classes, 158, 282–283
properties, 549–551
Application view, 277–278
ApplicationByScript view, 279–281
ApplicationID field
ActivityCodeStat views, 111
AgentByApplicationStat views, 116
Application view, 277
ApplicationStat views, 160
SkillsetStat views, 224
applications, 157
consolidated network performance, 635–638
network performance, 691–694
nodal consolidated abandon delay statistics,
672–674
799
Index
nodal consolidated answer delay statistics,
675–677
nodal consolidated statistics, 678–681
properties, 277–278
remote, 312–313, 335–336
reports, configuration, 549–551, 663–665
reports, network, 635–638, 672–677
reports, statistics, 432–434, 491–518, 749–752
statistics by agent, 114–121
threshold class properties, 549–551
threshold classes, 158, 282–283
See also destination application, source
application
ApplicationStat views, 157–177
ApplicationTemplate view, 282
ApplicationThresholdTemplate view, 282–283
AssignID field
ScheduledSkillsetAssignment view, 341
ScheduledSupervisorAssignment view, 344
SkillsetByAssignment view, 361
SupervisorByAssignment view, 374
AssignName field
NetworkRankingAssignment view, 317
ScheduledSkillsetAssignment view, 341
ScheduledSupervisorAssignment view, 344
SkillsetByAssignment view, 361
SupervisorByAssignment view, 374
AssignType field, 344, 374
AssociatedData field, 241, 255
ATB statistics, 217
ATB, network out calls blocked by, 176
attributes, 391
B
blank agent name, 84
blind conferences, 132
blind transfers, 132
blocked by ATB, network calls, 176
Blue database, 221
BreakTime field, 137
broadcast treatment, 163
BusinessDaysPerWeek field, 296
BusinessHoursPerDay field, 296
800
Standard 1.0
BusyMiscTime field, 137
BusyOnDNTime field, 137
C
calculated data, 410
Call By Call Statistics report, 520–522
call center summary threshold class. See nodal
threshold class
call events, 243–251, 258–262
call presentation classes, properties of, 381–383
call types, 97, 102
CallAgePreference field, 355
Call-by-call database, 221
CallByCall field
Application view, 277
NCCRemoteApplication view, 312
RemoteApplication view, 335
call-by-call reports, 60, 520–522
network, 632–634
call-by-call statistics, 240–251, 520–522
network, 254–262, 632–634
caller-entered data, 180
CallEvent field, 241, 243–251, 256, 258–262
CallEventName field, 241, 256
CallForceDelayTimer field, 271, 381
CallForceOption field, 271, 381
CallID field, 241, 256
CallRequestQueueSize field, 356
CallRequestQueueSizeThreshold field, 356
calls not treated by IVR, 176
calls presented. See offered calls
Calls Transferred Out field, 167
CallsAbandoned field, 81
ApplicationStat views, 160
CDNStat views, 179
DNISStat views, 183
NetworkInCallStat views, 201
NetworkOutStat views, 208
TrunkStat views, 231
CallsAbandonedAftThreshold field
ApplicationStat views, 160
DNISStat views, 183
NetworkInCallStat views, 201
Symposium Call Center Server
April 2004
CallsAbandonedDelay field
ApplicationStat views, 161
DNISStat views, 183
NetworkInCallStat views, 201
TrunkStat views, 232
CallsAbandonedDelayAtDest field, 201, 208
CallsAnswered field, 81
AgentByApplicationStat views, 116, 117, 118,
125
AgentBySkillset Stat views, 123
AgentPerformance views, 138
ApplicationStat views, 161
CDNStat views, 179
DNISStat views, 184
IVRPortStat views, 191
IVRStat views, 196
NetworkInCallStat views, 202
NetworkOutStat views, 208
SkillsetStat views, 225
TrunkStat views, 232
CallsAnsweredAfterThreshold field, 225
CallsAnsweredAftThreshold field
ApplicationStat views, 161
DNISStat views, 184
IVRStat views, 196
NetworkInCallStat views, 202
CallsAnsweredDelay field
ApplicationStat views, 162
DNISStat views, 184
IVRStat views, 196
NetworkInCallStat views, 202
SkillsetStat views, 226
TrunkStat views, 232
CallsAnsweredDelayAtDest field, 202
CallsAnsweredDelayAtDestination field, 209
CallsAnsweredDelayAtSkillset field, 162
CallsBlockedByAllTrunksBusy field, 218
CallsConferenced field
IVRPortStat views, 191
IVRStat views, 196
CallsConferencedIn field, 162
CallsConferencedOut field, 163
CallsGivenBroadcast field, 163
CallsGivenDefault field, 163, 184
CallsGivenForceBusy field, 164, 185
CallsGivenForceDisconnect field, 164, 185
Historical Reporting and Data Dictionary
Index
CallsGivenForceOverflow field, 164, 185
CallsGivenHostLookup field, 164
CallsGivenIVR field, 165
CallsGivenMusic field, 165
CallsGivenNACD field, 165
CallsGivenRAN field, 166
CallsGivenRouteTo field, 166, 185
CallsNACDOut field, 166, 186
CallsNetworkedOut field, 186
CallsNotTreated field, 196
CallsNotTreatedAftThreshold field, 197
CallsNotTreatedDelay field, 197
CallsOffered field, 81, 93
AgentPerformance views, 138
ApplicationStat views, 167
CDNStat views, 179
DNISStat views, 186
IVRStat views, 197
NetworkInCallStat views, 203
NetworkOutStat views, 209
SkillsetStat views, 226
TrunkStat views, 232
CallSourcePreference field, 355
CallsReachNonISDN field, 186, 218
CallsReturnedToQ field, 138
CallsReturnedToQDueToTimeout field, 139
CallsTerminated field, 180
CallsTransferred field
IVRPortStat views, 191
IVRStat views, 197
CallsTransferredIn field, 167
CallsWithDigitsCollected field, 180
Category field, 286
CBC database, 221
CDN field
CDN view, 284
CDNStat views, 180
HistoricalStatCollection view, 293
CDN Properties report, 552–554
CDN statistics, 178–181, 714–720
entity relationships, 399
CDN Statistics report, 714–717
CDN view, 284–285
CDNCallsConfTo Other field, 140
CDNCallsConfToCDN field, 139
CDNCallsConfToDN field, 139
801
Index
CDNCallsConfToIncalls field, 139
CDNCallsTransferredToCDN field, 140
CDNCallsTransferredToDN field, 140
CDNCallsTransferredToIncalls field, 140
CDNCallsTransferredToOther field, 141
CDNName field, 180
CDNs, 178
properties, 284–285
reports, 552–554, 714–720
CDNStat view, 178–181
child scripts, 279
ChildComment field, 279
ChildName field, 279
ChildStatus field, 279
ChildUserFirstName field, 280
ChildUserLastName field, 280
Class field
Formula view, 290
RealTimeTemplate view, 333
ScriptVariableProperties view, 349
client, configuring for filter sets, 71
Code field, 286
CodeToMessage view, 286
collected digits, 180
collection of network call-by-call statistics,
enabling, 255
Column field, 327
ColumnName field, 386
Comment field
AccessRights view, 266
Agent view, 271
Formula view, 290
NCCNetworkSkillset view, 308
NCCSite view, 314
NetworkRankingAssignment view, 317
ScheduledSkillsetAssignment view, 341
ScheduledSupervisorAssignment view, 345
Script view, 347
ScriptVariableProperties view, 349
Site view, 353
Skillset view, 356
SkillsetByAssignment view, 361
Supervisor view, 368
SupervisorByAssignment view, 375
company_name formula, 63
Standard 1.0
completed IVR, 168
conferenced calls, 132
ACD calls, 133–134
application statistics, 162–163
CDN calls, 139, 140
consultation time, 141
DN calls, 141–142
IVR statistics, 196
reports, 481–487
voice port statistics, 191
configuration reports, 408
configuration views, 263–386
Configured field, 298
configuring the client for filter sets, 71
connecting to the server, 37–45
connection to the server, defining, 37–45
ConsultationTime field, 141
ContactNumber field, 314, 353
ContactPerson field, 314, 353
conversion, time zone
network call-by-call statistics, 254
network consolidated reports, 630
Create Report Expert window, 47
CreateDeleteAccess field, 266
CreateDeleteAgentAccess field, 266
CreateDeleteAllAgentAccess field, 266
creating
database aliases, 54
user-created reports, 46–53, 56–57
See also adding, defining
Crosstab - Application Performance report, 516–
518
Crosstab - CDN Statistics report, 718–720
Crosstab - DNIS Statistics report, 721–724
Crosstab - Network Incoming Calls report, 685–
688
Crosstab - Network Outgoing Calls report, 688–
691
Crosstab - Route Performance report, 724–727
Crosstab - Skillset Performance report, 746–749
Crosstab - Trunk Performance report, 727–730
cumulation of statistics, 95, 236
custom reports
to support Record format, 65
customized formulas, adding in Crystal Reports,
63
802
Symposium Call Center Server
April 2004
customized reports
skills needed to create, 28
See also expert reports
D
dActivityCodeStat, 106–113
dAgentByApplicationStat view, 114–121
dAgentBySkillsetStat view, 122–129
dAgentPerformanceStat view, 130–156
daily views, 94
dApplicationStat view, 157–177
data extraction period
Network Call By Call Statistics report, 632
Network Consolidated Application
Performance report, 635
Network Consolidated DNIS Statistics report,
639
Network Consolidated Outgoing Calls report,
648
Network Consolidated Route Performance
report, 651
Network Consolidated Skillset Call
Distribution report, 655
Network Consolidated Skillset Performance
report, 659
Network Incoming Calls report, 644
Data Set Name, 17
data sources, defining, 56–57
data, types of, 19
database, 17–20
Database alias and Timestamp box, 59
database aliases, 54
creating, 54
database size, 221
Database View Definitions report, 36, 555–558
database views, 18, 34
daylight savings time, changing to or from, 254
DaysofAgentLogin field, 296
DaysOfCallByCall field, 296
DaysOfDaily field, 297
DaysOfInterval field, 297
DaysofIVRPortLogin field, 297
DaysOfSkillsetState field, 297
DBName field, 221
Historical Reporting and Data Dictionary
Index
DBSize field, 221
dCDNStat view, 178–181
dDNISStat view, 182–189
default treatment, 163, 172, 184
defining
data sources, 56–57
See also adding, creating
defining connection to the server, 37–45
Definition field, 290
delays, abandoned call
application statistics, 159, 161, 168
DNIS statistics, 183, 187
network incoming call statistics, 201, 203–204
network outgoing call statistics, 210, 212
network outgoing calls, 169, 170
reports, 504–507, 672–674
skillset statistics, 227, 228–229
trunk statistics, 232
delays, answered call
application statistics, 159, 162, 169
at skillset, 162, 169
DNIS statistics, 184, 188
IVR statistics, 196
network incoming call statistics, 202, 204
network outgoing call statistics, 210–211, 212
network outgoing calls, 170, 171
reports, 508–511, 675–677
skillset statistics, 226, 227
trunk statistics, 232
delays, untreated call, IVR statistics, 197
Department field, 272, 368
dependent entities, 390
desktop users, 266–269
destination application, 203, 209
Destination field, 242, 256
destination sites
NCCRanking view, 310
network incoming call statistics, 203
network outgoing call statistics, 209–210
NetworkRankingAssignment view, 317–318
Ranking view, 325
DestSiteID field, 317
DestSiteName field, 318
detailed historical statistics. See event statistics
DialableDN field, 379
Disconnect script command, 164, 185
803
Index
disconnect treatment
ApplicationStat views, 164, 173
DNISStat views, 185
DisplayTypeName field, 324
dIVRPortStat view, 190–194
dIVRStat view, 195–199
DN calls, 104
reports, 439–447
DN field, 356
DNCallsConfToACDDN field, 141
DNCallsConfToCDN field, 141
DNCallsConfToDN field, 142
DNCallsConfToOther field, 142
DNCallsTransferredToACDDN field, 142
DNCallsTransferredToCDN, 142
DNCallsTransferredToDN field, 143
DNCallsTransferredToOther field, 143
dNetworkInCallStat view, 200–206
dNetworkOutStat view, 207–213
DNInCalls field, 143
DNInCallsTalkTime field, 143
DNInExtCalls field, 144
DNInExtCallsHoldTime, 144
DNInExtCallsTalkTime field, 144
DNInIntCalls field, 145
DNInIntCallsHoldTime, 145
DNInIntCallsTalkTime field, 145
DNIS field
DNIS view, 287
DNISStat views, 187
HistoricalStatCollection view, 293
DNIS Properties report, 559–561
DNIS statistics, 182–189, 721–724, 730–734
entity relationships, 399
DNIS Statistics report, 730–734
DNIS threshold classes, 289
DNIS view, 287–288
DNIS_PREFIX, 187, 287
DNISName field, 187
DNISs, 182
consolidated network statistics, 639–643
properties, 287–288
reports, configuration, 559–561
reports, network, 695–698
reports, statistics, 721–724, 730–734
DNISStat views, 182–189
804
Standard 1.0
DNISThresholdTemplate view, 289
DNOutCalls field, 145
DNOutCallsTalkTime field, 146
DNOutExtCalls field, 146
DNOutExtCallsHoldTime, 146
DNOutExtCallsTalkTime field, 147
DNOutIntCalls field, 147
DNOutIntCallsHoldTime, 147
DNOutIntCallsTalkTime field, 148
documents, related, 30
dRANMusicRouteStat view, 214–216
dRouteStat view, 217–220
dSkillsetStat view, 223–230
DSN, 17
DstApplication field, 203, 209
DstApplicationID field, 203, 209
DstSite field, 203, 209
DstSiteID field
NCCRanking view, 310
NetworkInCallStat views, 203
NetworkOutStat views, 210
Ranking view, 325
DstSiteName field, 310, 325
dTrunkStat view, 231–234
Duration field, 238
E
eAgentLoginStat view, 237–239
eCallbyCallStat views, 240–251
editing. See changing
eIVRPortLoginStat view, 252–253
empty agent name, 84
enabling network call-by-call statistics
collection, 255
eNetCallByCallStat views, 254–262
entities, 390
entity relationship diagrams, 387–406
entity relationships
activity code statistics, 395
agent by application statistics, 396
agent by skillset statistics, 397
agent performance statistics, 398
application statistics, 398
CDN statistics, 399
Symposium Call Center Server
April 2004
DNIS statistics, 399
IVR port statistics, 399
IVR statistics, 400
network incoming call statistics, 400
network outgoing call statistics, 401
RAN/music routes statistics, 401
route statistics, 402
skillset statistics, 402
trunk statistics, 403
ERD, 387–406
ErrorCode field
NetworkRankingAssignment view, 317
ScheduledSkillsetAssignment view, 341
ScheduledSupervisorAssignment view, 345
SkillsetByAssignment view, 361
SupervisorByAssignment view, 375
Estimated Revenue By Agent report, 488–490
event statistics, 20, 235–262
when cumulated, 236
EventData field, 242, 256
EventType field, 238, 252
ExecuteAccess field, 266
ExecuteAgentAccess field, 267
ExecuteAllAgentAccess field, 267
expert reports
creating, 46–53, 56–57
skills needed to create, 29
export data to Record format, creating custom
report to, 65
external calls
incoming, 144
outgoing, 146–147
F
Fast Transfer key, 132
Field field
ApplicationThresholdTemplate view, 282
NetworkThresholdTemplate view, 322
RouteThresholdTemplate view, 339
SkillsetThresholdTemplate view, 304, 364
SummaryThresholdTemplate view, 366
field types, 89, 556
FieldID field
RouteThresholdTemplate view, 339
Historical Reporting and Data Dictionary
Index
SkillsetThresholdTemplate view, 304, 364
SummaryThresholdTemplate view, 366
UserThresholdTemplate view, 384
FieldName field, 324
filter sets, 69–77
FilterStatus field, 320
FirstDayOfWeek field, 297
FlowControlStatus field, 320
force busy treatment
ApplicationStat views, 164, 173
DNISStat views, 185
force disconnect treatment
ApplicationStat views, 164, 173
DNISStat views, 185
force overflow treatment
ApplicationStat views, 164, 173
DNISStat views, 185
foreign keys, 391
Format field, 290, 327
Formula Properties report, 562–564
Formula view, 290–291
FormulaID field, 291, 327
formulas
properties, 290–291
reports, 562–564
FreeSpace field, 222
G
Give Busy script command, 164, 185
Give Controlled Broadcast Announcement
script command, 163
Give IVR script command, 165
Give Music script command, 165
Give Overflow script command, 164, 185
Give RAN script command, 166
GivenName field
AccessRights view, 267
Agent view, 272
Script view, 347
Supervisor view, 368
Grouping field, 349
GroupName field, 267
805
Index
Standard 1.0
H
Historical and Real Time Statistics Properties
report, 565–572
historical reports, 408
historical statistics, 19, 91–234
collection properties, 292–299
storage duration for, 20
See also event statistics
historical statistics collection report, 565–572
HistoricalStatCollection view, 292–295
HistoricalStatDuration view, 296–297
HistoricalStatStorage view, 298–299
HoldTime field, 148
hook-flash transfer, 93
host lookup treatment, 164
I
iActivityCodeStat, 106–113
iAgentByApplicationStat view, 114–121
iAgentBySkillsetStat view, 122–129
iAgentPerformanceStat view, 130–156
iApplicationStat view, 157–177
ICAM DEFinition method, 389
ICCM_PREVIEW, 18
ICCM_PREVIEW_DSN, 56
iCDNStat view, 178–181
IDEF method, 389
IDEF1X, 389
identifying relationships, 393
IdleAgentsPriority field
NCCNetworkSkillset view, 308
Skillset view, 356
iDNISStat view, 182–189
iIVRPortStat view, 190–194
iIVRStat view, 195–199
Import a User-created Crystal Report dialog box,
59
importing user-created reports, 58–60
in service time, 224
inbound calls. See incoming calls
Incalls key, transfers and conferences to, 132
incoming calls, 143–145
See also network incoming calls
806
incoming network calls. See network incoming
calls
independent entities, 390
iNetworkInCallStat view, 200–206
iNetworkOutStat view, 207–213
instances, 390
Integration DEFinition 1 eXtended, 389
internal calls
incoming, 145
outgoing, 147–148
interrupted IVR sessions, 198
interval length, 81
interval views, 94
IntervalDuration field, 329
intervals, 84
IntervalStartTime field, 329
interval-to-date mode, 329, 565
inversion entries, 392
iRANMusicRouteStat view, 214–216
iRouteStat view, 217–220
iSkillsetStat view, 223–230
IsLocal field, 353
IsNetworked field, 356
ITDAgent field, 330
ITDApplication field, 330
ITDIVR field, 330
ITDNetworkCall field, 330
ITDNodalCall field, 330
ITDRoute field, 331
ITDSkillset field, 331
iTrunkStat view, 231–234
IVR ACD-DN threshold classes, 304–305
IVR ACD-DNs. See IVR queues
IVR field, 293
IVR Port First Login/Last Logout report, 620–
621
IVR Port Properties report, 573–575
IVR port statistics, 190–194
entity relationships, 399
linkages, 193–194
login and logout, 252–253
IVR Port Statistics report, 622–624
IVR ports
login and logout statistics, 252–253
properties, 300–301
Symposium Call Center Server
April 2004
reports, 573–575, 622–624
statistics, 190–194
IVR Queue And Port Properties report, 576–578
IVR Queue Statistics report, 625–627
IVR queues
properties, 302–303
reports, 576–578, 625–627
threshold classes, 304–305
IVR reports, 573–578, 619–627
IVR statistics, 195–199
entity relationships, 400
linkages, 199
IVR transferred, 174
IVR transfers, 93
IVR treatment, 165
IVR, calls not treated by, 176
IVRAbandoned field, 168, 197
IVRCompleted field, 198
IVRInterrupted field, 198
IVRPort field, 293
IVRPort view, 300–301
IVRPortID field
eIVRPortLoginStat view, 253
IVRPort view, 300
IVRPortStat views, 191
IVRPortLogin field, 294
IVRPortName field, 191
IVRPortStat views, 190–194
IVRQueue view, 302–303
IVRQueueID field
IVRPort view, 300
IVRPortStat views, 192
IVRQueue view, 302
IVRStat views, 198
IVRQueueName field, 192, 198
IVRStat views, 195–199
IVRTerminated field, 168
IVRThresholdTemplate view, 304–305
IVRTransferred field, 168, 187
J
joining tables, 85
Historical Reporting and Data Dictionary
Index
K
keys. See linkages
L
Label field, 328
LastModified field, 347
Length field, 386
Level1 field
ApplicationThresholdTemplate view, 282
IVRThresholdTemplate view, 304
NetworkThresholdTemplate view, 322
RouteThresholdTemplate view, 339
SkillsetThresholdTemplate view, 364
SummaryThresholdTemplate view, 366
UserThresholdTemplate view, 384
Level2 field
ApplicationThresholdTemplate view, 282
IVRThresholdTemplate view, 304
NetworkThresholdTemplate view, 322
RouteThresholdTemplate view, 339
SkillsetThresholdTemplate view, 364
SummaryThresholdTemplate view, 366
UserThresholdTemplate view, 384
Line of Business codes. See activity codes
linkage keys. See linkages
linkages, 97
activity code statistics, 112–113
agent by application statistics, 120–121
agent by skillset statistics, 128–129
agent performance statistics, 155–156
application statistics, 176–177
IVR port statistics, 193–194
IVR statistics, 199
network incoming call statistics, 205–206
network outgoing call statistics, 213
route statistics, 220
skillset statistics, 230
trunk statistics, 234
linking database views, 97
linking views
AgentByApplicationStat view, 98
AgentPerformanceStat view, 98
examples, 97
807
Index
proper join, 98
simple join, 99
LOB codes. See activity codes
LOB key, 106
logged-in agents, 579–582
LoggedInTime field, 149, 192
login, 448–450, 620–621
login statistics
agent, 237–239
IVR port, 252–253
logout, 448–450, 620–621
logout statistics
agent, 237–239
IVR port, 252–253
M
mActivityCodeStat, 106–113
mAgentByApplicationStat view, 114–121
mAgentBySkillsetStat view, 122–129
mAgentPerformanceStat view, 130–156
mApplicationStat view, 157–177
Master database, 221
master script, pegging of calls handled by, 158
MaxAbandonedDelay field, 187, 203
MaxAbandonedDelayAtDest field, 204
MaxAnsweredDelay field
DNISStat views, 188
NetworkInCallStat views, 204
SkillsetStat views, 227
MaxAnsweredDelayatDest field, 204
MaxCallsAbandonedDelay field, 168, 210
MaxCallsAbandonedDelayAtDest field, 210
MaxCallsAnsDelay field, 169
MaxCallsAnsDelayAtSkillset field, 169
MaxCallsAnsweredDelay field, 210
MaxCallsAnsweredDelayAtDest field, 211
MaxNetOutCallsAbandonedDelay field, 169
MaxNetOutCallsAnsweredDelay field, 170
MaxSkillsetAbandon field, 227
mCDNStat view, 178–181
mDNISStat view, 182–189
measured value, 299
Meridian Mail, 190, 195
MinRefreshRate field, 331
808
Standard 1.0
MinShortCallDelay field, 357, 365
mIVRPortStat view, 190–194
mIVRStat view, 195–199
mNetworkInCallStat view, 200–206
mNetworkOutStat view, 207–213
modifying. See changing
monthly views, 95
MonthsOfMonthly field, 297
moving window mode, 329, 565
mRANMusicRouteStat view, 214–216
mRouteStat view, 217–220
Msg field, 286
mSkillsetStat view, 223–230
mTrunkStat view, 231–234
music route statistics, 214–216, 735–737
entity relationships, 401
music routes
reports, 735–737
statistics, 214–216
music treatment, 165
Music/RAN Route Statistics report, 735–737
MWAgent field, 331
MWApplication field, 331
MWIVR field, 332
MWNetworkCall field, 332
MWNodalCall field, 332
MWRoute field, 332
MWSkillset field, 332
N
NACD activity, 451–453
NACD calls, 104, 149, 150–151
NACD out
ApplicationStat views, 166, 174
DNISStat views, 186
NACD treatment, 165
NACDCallsAnswered field, 149
NACDCallsTalkTime field, 149
Name field
ActivityCode view, 270
Application view, 277
ApplicationThresholdTemplate view, 282
CDN view, 284
DNIS view, 287
Symposium Call Center Server
April 2004
DNISThresholdTemplate view, 289
Formula view, 291
IVRPort view, 300
IVRQueue view, 302
IVRThresholdTemplate view, 305
NCCRemoteApplication view, 312
NCCSite view, 314
NetworkThresholdTemplate view, 322
RealTimeTemplate view, 333
RemoteApplication view, 335
Route view, 337
RouteThresholdTemplate view, 340
Script view, 347
ScriptVariableProperties view, 349
Site view, 354
SkillsetThresholdTemplate view, 365
SummaryThresholdTemplate view, 367
SwitchPort view, 377
UserThresholdTemplate view, 384
Views view, 386
NCC reports, 629–681
NCCConfig view, 306
NCCNetworkSkillset view, 307–309
NCCRanking view, 310–311
NCCRemoteApplication view, 312–313
NCCSite field, 316
NCCSite view, 314–315
NetCallAnswered field, 227
NetOutCalls field, 170
NetOutCallsAbandoned field, 170
NetOutCallsAbandonedDelay field, 170
NetOutCallsAnswered field, 171
NetOutCallsAnsweredDelay field, 171
NetOutCallsReachNonISDN field, 171
network activity, 451–453
Network Application Performance report, 691–
694
Network Call By Call Statistics report, 632–634
network call-by-call statistics, 254–262, 632–634
enabling collection of, 255
network communication parameters, 379–380
Network Consolidated Application Performance
report, 635–638
Network Consolidated DNIS Statistics, 639–643
Network Consolidated Incoming Calls, 644–647
Network Consolidated Outgoing Calls, 648–650
Historical Reporting and Data Dictionary
Index
Network Consolidated Route Performance, 651–
653
Network Consolidated Skillset Call
Distribution, 655–658
Network Consolidated Skillset Performance,
659–662
Network DNIS Statistics report, 695–698
network incoming call statistics, 200–206, 699–
702
entity relationships, 400
linkages, 205–206
network incoming calls
answered calls, 227
application statistics, 149–150, 150–151
not answered, 155
reports, 644–647, 685–688, 699–702
statistics, 200–206
Network Incoming Calls report, 699–702
network out time, 175
network outgoing call blocked statistics, 217
network outgoing call statistics, 207–213, 703–
705
entity relationships, 401
linkages, 213
network outgoing calls
application statistics, 169–171
delays, 169–170
DNIS statistics, 186
reports, 648–650, 688–691, 703–705
statistics, 207–213
Network Outgoing Calls report, 703–705
network reports, 583–590, 683–712
Network Route Performance report, 706–708
Network Site and Application Properties report,
583–586, 663–665
Network Skillset Performance report, 709–712
Network Skillset Properties report, 587–590
Network Skillset Routing Properties, 666–668
network skillsets
properties, 307–309, 666–668
reports, 587–590, 666–668, 709–712
status, 320–321
Network Table Routing Assignments report,
669–671
Network_Script application, 203, 209
NetworkCall field, 294
809
Index
Standard 1.0
NetworkCallsAnswered field, 149
NetworkCallsTalkTime field, 150
NetworkConfig view, 316
NetworkInCallStat views, 200–206
NetworkOutCall field, 294
NetworkOutStat views, 207–213
NetworkRankingAssignment view, 317–319
NetworkSkillset field
NCCNetworkSkillset view, 308
NetworkSkillsetStatus view, 321
NetworkSkillsetComment field, 357
NetworkSkillsetID field
NCCNetworkSkillset view, 308
NCCRanking view, 310
NetworkRankingAssignment view, 318
NetworkSkillsetStatus view, 321
Ranking view, 325
Skillset view, 357
NetworkSkillsetName field
NCCRanking view, 310
NetworkRankingAssignment view, 318
Ranking view, 325
Skillset view, 357
NetworkSkillsetStatus view, 320–321
NetworkThresholdTemplate view, 322–323
NICSETS.exe, 74
NightServiceType field, 357
Nodal Consolidated Application Delay Before
Abandon report, 672–674
Nodal Consolidated Application Delay Before
Answer, 675–677
Nodal Consolidated Application Performance,
678–681
nodal threshold class, 366–367
NodeID field, 242
nonidentifying relationships, 394
non-ISDN trunks
ApplicationStat views, 158, 171, 175
CDNStat views, 178
DNISStat views, 186
non-primary key attributes, 391
Not Ready Reason Code By Agent report, 418–
420
NotReadyTime field
Agent Performance views, 150
IVRPortStat views, 192
810
NROSDN field, 272, 381
NumBestNodes field, 306
NumRetries field, 379
O
ObjectKey field, 267
ObjectName field, 267
OccupancyTime field, 233
Occurrences field, 111
ODBC, 17
ODBC-compliant applications, 34
creating reports in, 56–57
offered calls
abandoned, 155
agent performance statistics, 138
application statistics, 167
CDN statistics, 179
DNIS statistics, 186
IVR statistics, 197
network incoming call statistics, 203
network outgoing call statistics, 209
skillset statistics, 226
trunk statistics, 232
outbound calls. See outgoing calls
outgoing calls, 145–148
See also network outgoing calls
outgoing network calls. See network outgoing
calls
OutOfServiceTimer field, 315, 354
overflow treatment
ApplicationStat views, 164, 173
DNISStat views, 185
Owner field, 348
P
Parameter field, 298
parent scripts, 279
ParentComment field, 280
ParentName field, 280
ParentStatus field, 280
ParentUserFirstName field, 280
ParentUserLastName field, 281
Symposium Call Center Server
April 2004
PCLoginName field, 268, 368
pegging thresholds, 158
PersonalDN field, 272, 369
phoneset displays
properties, 324
reports, 612–614
PhonesetDisplay view, 324
phonesets, properties of, 377–378
PortAddress field, 377
position ID, 579–582
PositionID field, 238, 377
post-call processing time, 137, 383
PostCallProcessingTime field
AgentByApplicationStat views, 118
AgentBySkillsetStat views, 124, 125, 128
presented calls. See offered calls
primary keys, 391
attributes of, 391
primary script, pegging of calls handled by, 158
Priority field
ScheduledSkillsetAssignment view, 342
SkillsetByAgent view, 359
SkillsetByAssignment view, 362
proper join, linking views, 98
properties
activity code, 270, 524–526
agent, 271–276, 530–535
agent to skillset assignment, 341–343, 361–363
agent to supervisor assignment, 344–346, 374–
376
application, 277–278, 583–586, 663–665
call presentation class, 381–383
CDN, 284–285, 552–554
DNIS, 287–288, 559–561
formula, 290–291, 562–564
historical statistics collection, 292–299, 565–
572
IVR port, 300–301, 573–575
IVR queue, 302–303, 576–578
network skillset, 307–309, 587–590
phoneset, 377–378
phoneset display, 324, 612–614
real-time display definition, 327–328, 333–
334, 591–593
real-time statistics collection, 329–332, 565–
572
Historical Reporting and Data Dictionary
Index
route, 337–340, 594–596
script, 347–348
script variable, 349–352
site, 353–354, 583–586, 663–665
skillset, 355–358, 603–607
supervisor, 368–371, 608–611
table routing assignment, 669–671
pulled back calls, 196–197
Purchased field, 298
Q
Queue To NACD script command, 165
R
RAN route statistics, 214–216, 735–737
entity relationships, 401
RAN routes
reports, 735–737
statistics, 214–216
RAN treatment, 166
Rank field
NCCRanking view, 311
NetworkRankingAssignment view, 318
Ranking view, 326
Ranking view, 325–326
RankingAssignID field, 318
RANMusicRoute field, 294
raw data, 409
ReadAccess field, 268
ReadAgentAccess field, 268
ReadAllAgentAccess field, 268
Real Time Template Properties report, 591–593
real-time display definitions
properties, 327–328, 333–334
reports, 591–593
real-time statistics collection
properties, 329–332
reports, 565–572
RealTimeColumn view, 327–328
RealTimeStatCollection view, 329–332
RealTimeTemplate view, 333–334
Record format, create custom reports to export
data to, 65
811
Index
RefreshRate field, 333
related documents, 30
relationships
between entities, 393
between scripts, 279–281
RelativeGMT field, 315, 354
Release 4.2, 24–26
Release 5.0, 21–23
remote applications, 312–313, 335–336
RemoteApplication view, 335–336
RemoteApplicationID field
NCCRemoteApplication view, 312
RemoteApplication view, 335
removing. See deleting
Report Gallery window, 47
report_interval formula, 63
report_title formula, 63
report_user formula, 63
reporting supervisors, 131
See also supervisors
reports
activity code, 411–420, 492–494
agent, 421–490, 579–582
application, 491–518, 549–551, 749–752
call-by-call, 632–634
call-by-call statistics, 520–522
CDN, 714–720
DNIS, 721–724, 730–734
importing, 58
IVR, 573–578, 619–627
limitations with subreports, 60
music and RAN route, 735–737
NCC, 629–681
network, 583–590, 683–712
network application, 672–681, 691–694
network DNIS, 695–698
network route, 651–653, 706–708
phoneset display, 612–614
resource, 713–743
route, 594–596, 724–727, 738–740
Route Performance, 738–740
scripts, 597–602
skillset, 603–607, 745–756
standard, 16, 407–756
trunk, 727–730, 741–743
types, 16
812
Standard 1.0
ReportSets, 73
ReservedForCall field, 150
ReservedTime field, 151
resource reports, 713–743
CDN, 714–720
DNIS, 721–724, 730–734
network DNIS, 695–698
network route, 706–708
phoneset display, 612–614
route, 594–596, 724–727, 738–740
trunk, 727–730
RetryTimer field, 379
returned to queue, 83, 138, 139
ReturnedToQ field, 83
ReturnedToQDueToTimeout field, 83
ReturnToQueueMode field, 272, 382
ReturnToQueueOnNoAnswer field, 272, 382
ReturnToQueueWaitInterval field, 273, 382
RingTime field, 151
role names, 392
round robin routing table, 307
Route Call script command, 166, 185
route call treatment, 166, 175, 185
Route field, 233, 294
Route Performance report, 738–740
Route Properties report, 594–596
route statistics, 217–220
entity relationships, 402
linkages, 220
See also music route statistics, RAN route
statistics
route threshold classes, 339–340
Route view, 337–338
RouteAccess field, 214
RouteAccessTime field, 214
RouteID field
RANMusicRouteStat views, 215
Route view, 337
RouteStat views, 218
TrunkStat views, 233
RouteName field, 215, 219
routes
properties, 337–340
reports, configuration, 594–596
reports, network, 651–653, 706–708
reports, statistic, 724–727, 738–740
Symposium Call Center Server
April 2004
statistics, 217–220, 651–653
threshold classes, 339–340
See also music routes, RAN routes
RouteStat views, 217–220
RouteThresholdTemplate view, 339–340
routing tables
description, 307
properties, 310–311, 325–326
reports, 666–668
Row field, 324
RptSets.mdb, 73
S
ScaleFrom field, 328
ScaleTo field, 328
SCCSDBSpace views, 221
ScheduledSkillsetAssignment view, 341–343
ScheduledSupervisorAssignment view, 344–346
Script field, 351
Script Variable By Script report, 597–599
Script Variable Properties report, 600–602
script variables
properties of, 349–352
reports, 597–602
Script view, 347–348
ScriptID field, 348
scripts
properties, 347–348
relationships between, 279–281
reports, 597–602
ScriptStatus field, 351
ScriptType field, 351
ScriptVariableProperties view, 349–350
ScriptVariables view, 351–352
secondary script, pegging of calls handled by,
158
SecondaryDN field, 378
Send Request script command, 164
sequential routing table, 307
server
defining connection to, 37–45
service level, 83
service level threshold, 83
Historical Reporting and Data Dictionary
Index
ServiceLevelThreshold field
Application view, 277
ApplicationThresholdTemplate view, 283
DNIS view, 287
DNISThresholdTemplate view, 289
IVRQueue view, 302
IVRThresholdTemplate view, 305
NCCRemoteApplication view, 313
NetworkThresholdTemplate view, 322
RemoteApplication view, 336
Skillset view, 358
SkillsetThresholdTemplate view, 365
ShortCallsAnswered field, 126, 151
signed integers, 35
simple join, linking views, 99
Site field
ActivityCodeStat views, 112
AgentByApplicationStat views, 118
AgentBySkillset Stat views, 126
AgentPerformance views, 151
ApplicationStat views, 172
CDNStat views, 181
DNISStat views, 188
eAgentLoginStat view, 239
eCallByCallStat view, 242
eIVRPortLoginStat view, 253
eNetCallByCallStat views, 257
IVRPortStat views, 192
IVRStat views, 198
RANMusicRouteStat views, 215
RemoteApplication view, 336
RouteStat views, 219
SkillsetStat views, 228
TrunkStat views, 233
Site view, 353–354
site_id formula, 63
SiteID field
ActivityCodeStat views, 112
AgentByApplicationStat views, 119
AgentBySkillset Stat views, 126
AgentPerformance views, 152
ApplicationStat views, 172
CDNStat views, 181
DNISStat views, 188
eAgentLoginStat view, 239
eCallbyCallStat views, 242
813
Index
eIVRPortLoginStat view, 253
IVRPortStat views, 192
IVRStat views, 199
NCCRemoteApplication view, 313
NCCSite view, 315
RANMusicRouteStat views, 215
RemoteApplication view, 336
RouteStat fields, 219
Site view, 354
SkillsetStat views, 228
TargetSwitchComm view, 380
TrunkStat views, 233
SiteName field
NCCRemoteApplication view, 313
NetworkSkillsetStatus view, 321
TargetSwitchComm view, 380
sites, 314–315
properties, 353–354
reports, 583–586, 663–665
See also destination sites, source sites
size of database, 221
skills required, 28–29
skillset assignments, 536–538, 539–542
Skillset By Application report, 749–752
Skillset field
AgentBySkillsetStat views, 126
HistoricalStatCollection view, 295
Skillset view, 358
SkillsetStat views, 228
Skillset Performance report, 753–756
Skillset Properties report, 603–607
skillset statistics, 223–230, 745–756
by agent, 122–129
entity relationships, 402
linkages, 230
Skillset view, 355–358
SkillsetAbandon field, 228
SkillsetAbandonAftThreshold field, 229
SkillsetAbandonDelay field, 228
SkillsetByAgent field, 295
SkillsetByAgent view, 359–360
SkillsetByAssignment view, 361–363
SkillsetID field
AgentBySkillset Stat views, 127
ScheduledSkillsetAssignment view, 342
Skillset view, 358
814
Standard 1.0
SkillsetByAgent view, 359
SkillsetByAssignment view, 362
SkillsetStat views, 229
SkillsetName field
ScheduledSkillsetAssignment view, 342
SkillsetByAssignment view, 362
skillsets
agents assigned to, 359–360
assignments, 361–363
consolidated network statistics, 659–662
delays at, 162, 169
in service, 224
network performance reports, 709–712
properties, 355–358
reports, configuration, 603–607
reports, statistic, 435–438, 745–756
statistics by agent, 122–129
threshold classes, 364–365
See also network skillsets
SkillsetStat views, 223–230
SkillsetState field
HistoricalStatCollection view, 295
ScheduledSkillsetAssignment view, 342
SkillsetByAgent view, 359
SkillsetByAssignment view, 362
SkillsetThresholdTemplate view, 364–365
source application, 204, 211
Source field, 243, 257
source sites
NCCRanking view, 311
network incoming call statistics, 205
network outgoing call statistics, 211
NetworkRankingAssignment view, 318–319
Ranking view, 326
SourceSiteID field
eNetCallByCallStat views, 257
NetworkOutStat views, 211
Specify full path and report name box, 59
SQL-compliant applications, 34
creating reports in, 56–57
SrcApplication field, 204, 211
SrcApplicationID field, 204, 211
SrcSite field, 205, 211
SrcSiteID field
NCCRanking view, 311
networkCallStat views, 205
Symposium Call Center Server
April 2004
NetworkRankingAssignment view, 318
Ranking view, 326
SrcSiteName field
NCCRanking view, 311
NetworkRankingAssignment view, 319
Ranking view, 326
StaleDataRatio field, 306
standard reports, 16, 407–756
skills needed to use, 28
starting the filter sets application, 74
state timers, agent, 130
statistics
agent by application, 114–121
agent by skillset, 122–129
agent login and logout, 237–239
agent performance, 130–156
application, 157–177
call-by-call, 240–251
CDN, 178–181
consolidated network application, 635–638
consolidated network DNIS, 639–643
consolidated network route, 651–653
consolidated network skillset, 659–662
consolidated network skillset call
distribution, 655–658
DNIS, 182–189
IVR, 195–199
IVR port, 190–194, 622–624
IVR port login and logout, 252–253
IVR queue, 625–627
music route, 214–216
network application performance, 691–694
network call-by-call, 632–634
network DNIS, 695–698
network incoming call, 200–206, 644–647,
685–688, 699–702
network outgoing call, 207–213, 648–650,
688–691, 703–705
network skillset, 709–712
nodal consolidated application, 678–681
RAN route, 214–216
route, 217–220, 706–708
skillset, 223–230, 745–756
trunk, 231–234
when cumulated, 95
Historical Reporting and Data Dictionary
Index
Status field
CDN view, 284
IVRPort view, 301
IVRQueue view, 303
NetworkRankingAssignment view, 319
Route view, 337
ScheduledSkillsetAssignment view, 342
ScheduledSupervisorAssignment view, 345
Script view, 348
ScriptVariableProperties view, 350
SkillsetByAssignment view, 362
SupervisorByAssignment view, 375
SwitchPort view, 378
status, network skillset, 320–321
storage duration, 20
subreports and limitations, 60
summarized historical statistics. See historical
statistics
SummaryThresholdTemplate view, 366–367
supervisor assignments, 527–529, 543–545
Supervisor Properties report, 608–611
Supervisor view, 368–371
supervisor, agent performance by, 461–467
SupervisorAgentAssignment view, 372–373
SupervisorByAssignment view, 374–376
SupervisorGivenName field
AgentPerformanceStat views, 152
ScheduledSupervisorAssignment view, 345
SupervisorAgentAssignment view, 373
SupervisorByAssignment view, 375
SupervisorID field
ScheduledSupervisorAssignment view, 346
SupervisorByAssignment view, 376
SupervisorLogin field, 152
supervisors, 131
assigned agents, 372–373
properties, 368–371
reports, 608–611
See also reporting supervisors
SupervisorSurName field
AgentPerformanceStat views, 152
ScheduledSupervisorAssignment view, 346
SupervisorAgentAssignment view, 373
SupervisorByAssignment view, 376
SupervisorTelsetLoginID field, 373
815
Index
SupervisorUserID field
AgentPerformanceStat views, 152
SupervisorAgentAssignment view, 373
SurName field
AccessRights view, 268
Agent view, 273
Script view, 348
Supervisor view, 369
SwitchID field
Agent view, 273
IVRPort view, 301
Supervisor view, 369
SwitchPort view, 378
SwitchPort view, 377–378
SwitchPortAddress field
Agent view, 273
IVRPort view, 301
Supervisor view, 369
SwitchPortName field
Agent view, 273
IVRPort view, 301
Supervisor view, 369
Sybase Open Client, 18
Sybase Server, 18
Symposium Call Center Server calls, 102
Symposium Call Center Server database, 17–20
synchronizing times, 254
System field, 299
System_Application, 224, 229
T
table routing assignments, 317–319
reports, 669–671
talk time, 119, 127
ACD calls, 134
DN calls, 143, 144, 145, 146, 147, 148
DNIS statistics, 188
IVR port statistics, 193
NACD calls, 149
network calls, 150
TalkTime field
AgentByApplicationStat views, 119
AgentBySkillset views, 127
AgentPerformanceStat views, 153
816
Standard 1.0
DNISStat views, 188
IVRPortStat views, 193
TargetSwitchComm view, 379–380
Telephone Display Properties report, 612–614
TelsetLoginID field
Agent view, 274
eCallbyCallStat views, 243
eNetCallByCallStat views, 257
Supervisor view, 370
TelsetShowReserve field, 274, 382
Template field, 382
TemplateID field
Agent view, 274
Application view, 278
ApplicationThresholdTemplate view, 283
DNISThresholdTemplate view, 288, 289
IVRQueue view, 303
IVRThresholdTemplate view, 305
NetworkThresholdTemplate view, 323
RealTimeColumn view, 328, 333
Route view, 338, 358
RouteThresholdTemplate view, 340
Site view, 354
SkillsetThresholdTemplate view, 365
SummaryThresholdTemplate view, 367
Supervisor view, 370
UserTemplate view, 382
TemplateName field, 274, 354, 370
terminated calls, 180
third-party IVR application, 190, 195
threshold class properties, 549–551
threshold classes
agent, 278, 384–385
application, 158, 282–283
DNIS, 289
IVR queue, 304–305
nodal, 366–367
route, 339–340
skillset, 364–365
ThresholdTemplateID field
Agent view, 274
Supervisor view, 370
UserThresholdTemplate view, 385
ThresholdTemplateName field, 275, 370
Time field
ActivityCodeStat views, 112
Symposium Call Center Server
April 2004
AgentByApplicationStat views, 119
AgentBySkillset views, 127
AgentPerformanceStat views, 153
ApplicationStat views, 172
CDNStat views, 181
DNISStat views, 189
eAgentLoginStat view, 239
eCallbyCallStat views, 243
eIVRPortLoginStat view, 253
eNetCallByCallStat views, 257
IVRPortStat views, 193
IVRStat views, 199
NetworkInCallStat views, 205
NetworkOutStat views, 212
RANMusicRouteStat views, 215
RouteStat fields, 219
SkillsetStat views, 229
TrunkStat views, 234
time synchronization, 254
time zone conversion, 254, 630
Time Zone Relative to GMT field, 254
TimeBeforeDefault field, 172
TimeBeforeForceBusy field, 173
TimeBeforeForceDisconnect field, 173
TimeBeforeForceOverflow field, 173
TimeBeforeInterflow field, 174
TimeBeforeIVRTransferred field, 174
TimeBeforeNACDOut field, 174
TimeBeforeNetOut field, 175
TimeBeforeReachNonISDN field, 175
TimeBeforeRouteTo field, 175
timers, agent state, 130
Timestamp field
ActivityCodeStat views, 112
AgentByApplicationStat views, 119
AgentBySkillset views, 127
AgentPerformanceStat views, 153
ApplicationStat views, 176
CDNStat views, 181
DNISStat views, 189
eAgentLoginStat view, 239
eCallbyCallStat views, 243
eIVRPortLoginStat view, 253
eNetCallByCallStat views, 258
IVRPortStat views, 193
IVRStat views, 199
Historical Reporting and Data Dictionary
Index
NetworkInCallStat views, 205
NetworkOutStat views, 212
RANMusicRouteStat views, 216
RouteStat views, 219
SkillsetStat views, 229
TrunkStat views, 234
Title field, 275, 370
TotalCallsAbandonedDelay field, 212
TotalCallsAnsweredDelay field, 212
TotalStaffedTime field, 127, 229
transferred calls, 132
ACD calls, 135–136
application statistics, 167
CDN calls, 140–141
consultation time, 141
DN calls, 142–143
IVR, 168, 174, 187
IVR port statistics, 191
IVR statistics, 197
reports, 481–487
treatments, 498–503
ApplicationStat views, 163–166, 172–175
DNISStat views, 184–185
Trunk field, 295
Trunk Performance report, 741–743
trunk reports, 727–730, 741–743
trunk statistics, 231–234
entity relationships, 403
linkages, 234
TrunkID field, 234
trunks, non-ISDN
ApplicationStat views, 158, 171, 175
CDNStat views, 178
DNISStat views, 186
TrunkStat views, 231–234
two-stage transfer, 93
Type field, 350
CDN view, 285
ScheduledSupervisorAssignment view, 346
Script view, 348
SupervisorAgentAssignment view, 373
SupervisorByAssignment view, 376
SwitchPort view, 378
Views view, 386
817
Index
Standard 1.0
U
V
UnionBreakTimer field, 275, 383
untreated calls, 196–197
UpdateRate field, 306
updating. See changing
upgrading user-created reports for Release 4.2,
25–26
UseBestNode field
NCCNetworkSkillset view, 308
Skillset view, 358
UsedSpace field, 222
User Access Privilege report, 615–617
user-created reports, 16
creating, 56–57
creating in Crystal Reports, 46–53
importing, 58–60
upgrading to Release 4.2, 25–26
user-defined reports, 16
UserGivenName field, 343, 363
UserID field
ActivityCodeStat views, 112
Agent view, 275
AgentByApplicationStat views, 120
AgentBySkillset views, 128
AgentPerformanceStat views, 153
eAgentLoginStat view, 239
ScheduledSkillsetAssignment view, 343
SkillsetByAgent view, 360
SkillsetByAssignment view, 363
Supervisor view, 371
UseRoundRobin field
NCCNetworkSkillset view, 308
Skillset view, 358
UserSurName field, 343, 363
UserTelsetLogin field, 343
UserTelsetLoginID field, 363
UserTemplate view, 381–383
UserThresholdTemplate view, 384–385
Variable field, 352
variables. See script variables
VariableStatus field, 352
VariableType field, 352
VariableWrap field, 275, 383
VariableWrapTime field, 154
ViewMode field, 334
Views view, 386
voice port. See IVR port
818
W
wActivityCodeStat, 106–113
wAgentByApplicationStat view, 114–121
wAgentBySkillsetStat view, 122–129
wAgentPerformanceStat view, 130–156
WaitingTime field, 154, 193
WalkawayTime field, 154
wApplicationStat view, 157–177
wCDNStat view, 178–181
wDNISStat view, 182–189
weekly views, 95
WeeksOfWeekly field, 297
Width field, 324
wIVRPortStat view, 190–194
wIVRStat view, 195–199
wNetworkInCallStat view, 200–206
wNetworkOutStat view, 207–213
wRANMusicRouteStat view, 214–216
WriteAccess field, 268
WriteAgentAccess field, 269
WriteAllAgentAccess field, 269
wRouteStat view, 217–220
wSkillsetStat view, 223–230
wTrunkStat view, 231–234
Symposium Call Center Server
Reader Response Form
Nortel Networks Symposium Call Center Server
Product release 5.0
Historical Reporting and Data Dictionary
Tell us about yourself:
Name:
Company:
Address:
Occupation:
1.
Phone:
What is your level of experience with this product?
New user
2.
Yes
Experienced
Programmer
Reference
Problem solving
How do you use this book?
Learning
3.
Intermediate
Procedural
Did this book meet your needs?
No
If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5.
What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6.
How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business
m
r
m
o
r
F
o
F
e
s
e
n
s
o
n
p
o
s
p
e
s
e
R
R
r
e
r
d
e
a
d
e
a
e
RR
Nortel Networks Symposium Call Center Server
Historical Reporting and Data Dictionary
Nortel Networks
Mervue Business Park
Galway, Ireland
Copyright © 2004 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium Call
Center Server is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.
Product release:
Document release:
Date:
NTP:
5.0
Standard 1.0
April 2004
297-2183-803
Download PDF
Similar pages