Activ! Intelligence Reference Guide - VPI_Intelligence_Ref_Guide...Activ! Intelligence Reference...

Activ! Intelligence Reference Guide For Cisco™ UCCX Rev (B)

___________________________________________________________________________________________________

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Activ! Intelligence Reference Guide

For Cisco™ UCC Express (UCCX)


____________________________________________________________________________________________________________ Copyright © 2008 Voice Print International, Inc. 2

Copyright © 2008 Voice Print International, Inc. The information contained herein is subject to change without notice. As the registered end user, you are free to make and use as many copies of this manual as you like, so long as it is used for internal purposes only and is not transmitted in any manner whatsoever to any individual, organization or corporate entity not specifically named in your End User License Agreement. Voice Print International, Inc. shall not be liable for technical or editorial errors or omissions contained herein. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged. Cisco™ Corporation



TABLE OF CONTENTS

Purpose ......................................................................................................................................................................................................................................................... 4

Standard Reports .......................................................................................................................................................................................................................................... 4

Group and Agent Reports ........................................................................................................................................................................................................................ 5

ACD Call Performance Report ............................................................................................................................................................................................................ 5

Agent Performance Report ................................................................................................................................................................................................................ 7

Call Summary Report.......................................................................................................................................................................................................................... 9

Not Ready Reason Summary Report ................................................................................................................................................................................................ 11

State Summary Report ..................................................................................................................................................................................................................... 12

Queue Reports ...................................................................................................................................................................................................................................... 14

Queue Activity Summary Report ...................................................................................................................................................................................................... 14

Queue Status Report ........................................................................................................................................................................................................................ 15

Service Level Report ......................................................................................................................................................................................................................... 16

Queue List Report ............................................................................................................................................................................................................................ 17

Queue Group Reports ............................................................................................................................................................................................................................ 18

Queue Group Activity Summary Report ........................................................................................................................................................................................... 18

Queue Group Service Level Report .................................................................................................................................................................................................. 19

Interval and Date Reports ...................................................................................................................................................................................................................... 21

ACD Call Performance Report .......................................................................................................................................................................................................... 21

Agent Performance Report .............................................................................................................................................................................................................. 22

Call Summary Report........................................................................................................................................................................................................................ 23

Not Ready Reason Summary Report ................................................................................................................................................................................................ 24

Queue Summary Report ................................................................................................................................................................................................................... 25

State Summary Report ..................................................................................................................................................................................................................... 26

Service Level Report ......................................................................................................................................................................................................................... 27

Standard KPIs .............................................................................................................................................................................................................................................. 28

Reviewing KPIs ....................................................................................................................................................................................................................................... 28

Agent and Group KPIs ............................................................................................................................................................................................................................ 29

Status KPIs ............................................................................................................................................................................................................................................. 30

System KPIs ........................................................................................................................................................................................................................................... 31

Standard Dashboards .................................................................................................................................................................................................................................. 32

Data Source and Schema Reference ........................................................................................................................................................................................................... 36

Data Sources .......................................................................................................................................................................................................................................... 36

Data Items ............................................................................................................................................................................................................................................. 40

Revision History .......................................................................................................................................................................................................................................... 42



PURPOSE

This document summarizes the “Standard” Reports, KPI’s, Dashboards, and Data Sources available in the Cisco™ UCC Express (UCCX) integration for Activ! Intelligence.

STANDARD REPORTS

The reporting framework in Activ! Intelligence provides a number of standard features

Completely web browser-based reporting

Group security model to limit access to user-based data

Printable views

Export to Microsoft Excel

User-selectable date ranges with quick access to common periods such as today, yesterday, this week, last week, this

month, last month

Hyperlink drilldowns

Ability to link to report views directly from dashboards

Auto-refresh to have reports updated to reflect real-time data automatically

Activ! Intelligence includes 3 classes of reports for UCCX data:

Interval and Date Reports

Group & Agent Reports

Queue Reports

Activ! Intelligence also includes reports that show dashboard designers how KPIs, dashboards, and runtime views are being used.

These reports can help you to determine what dashboards and users are impacted by the changes you make.

When you generate a report, you can click an icon in the top-right corner of the screen to refresh the data,

print, export, or view full-screen.

Exported reports are viewed in Microsoft Excel. Your computer must have MS-Excel installed to do export to this format.

Beginning on page 5 are descriptions of each available report displayed by category.



GROUP AND AGENT REPORTS

Group and Agent reports present agent-based data summarized by an organizational structure defined in Activ! Intelligence.

Reports in this class typically drill-down using the following structure:

Group-based summary using the hierarchical agent grouping structure defined in Activ! Intelligence

Per day|week|month|interval breakdown for a selected group

Per day|week|month breakdown for a selected interval

Per agent breakdown for the selected day|week|month|interval

Per-day|week|month breakdown for the selected interval

Per agent breakdown for a selected group

Per day|week|month|interval breakdown for the selected agent

Activ! Intelligence tracks historical group membership allowing reports to reflect the agent’s position at the time data was collected.

ACD CALL PERFORMANCE REPORT

This report summarizes agent ACD call performance metrics.



Column Description

Group / Agent / Date / Interval The value used to summarize per-agent data presented in the rest of the report columns. Group is a summary of agent data using the hierarchical grouping structure defined in Activ! Intelligence. The Agent view is a summary of data for a given time period by agent Date view is a summary data by day, week, or month. Interval is a summary of data by time of day.

Days Number of days during the selected reporting period containing activity for the group, agent, or time of day interval indicated in the report’s left-most column. Click this value to drill-down to a per-day view.

Agents Number of agents in the group (group view), date (day view) or time of day (interval view) with activity. Click this value to drill-down to a per-agent view.

Avg. Logged In Time Per- day (except interval view) or per time of day (interval view) average amount of time an agent was logged into UCC Express.

Calls Presented Total number of calls presented.

Calls Handled Total number of calls handled (answered).

Percent Handled Percentage of calls presented that were handled. Calculated as “Calls Handled / Calls Presented”.

Avg. Handle Time Per-call average handle time for ACD calls. Calculated as “(Talk Time + Work Time + Hold Time) / Calls Handled”.

Avg. Talk Time Per-call average talk time for ACD calls. Calculated as “Talk Time / Calls Handled”.

Max. Talk Time The duration of the longest ACD call.

Hold Calls Total number of ACD calls that were put on hold.

Avg. Hold Time Average duration that an ACD calls put on hold spent on hold. Calculated as “Total Hold Time / Hold Calls”.

Max. Hold Time The longest duration a call spent on hold.

Avg. Work Time Per-call average amount of time spent in Work state. Calculated as “Total Work Time / Calls Handled”.



AGENT PERFORMANCE REPORT

This report provides common call center agent performance metrics.

Column Description

Group / Agent / Date / Interval The value used to summarize per-agent data presented in the rest of the report columns. Group is a summary of agent data using the hierarchical grouping structure defined in Activ! Intelligence. The Agent view is a summary of data for a given time period by agent Date view is a summary data by day, week, or month. Interval is a summary of data by time of day.




Availability Percentage of time spent available for calls. Calculated as “Total Time Ready / Total Logged In Time”.

% Not Ready Percentage of time spent in Not Ready state. Calculated as “Total Time Not Ready / Total Logged In Time”.



Occupancy Percentage of time spent on all calls or available for calls. Calculated as “(Total Talk Time + Total Work Time + Total Time Ready) / Total Logged In Time”.

Utilization Percentage of time spent on all calls and in after call work. Calculated as “(Total Talk Time + Total Work Time) / Total Logged In Time”.

Productivity Percentage of time spent on calls, in after call work, available for calls but reduced by time spent in the Not Ready state. Calculated as (“Total Talk Time + Total Work Time + Total Time Ready – Total Time Not Ready) / Total Logged In Time”.

QM Score The average evaluation score received during the reporting goal. Does not display in time of day views. Requires integration to a Quality Management tool such as Activ! IQ. Calculated as “Total Evaluation Score / Number of Evaluations”.

ACD Calls Handled Total number of ACD calls handled (answered).

% Handled Percentage of ACD calls presented that were handled. Calculated as “Calls Handled / Calls Presented”.

Calls Per Hour Average number of ACD calls handled per hour. Calculated as “Total ACD Calls / Total Logged In Hours”.


Work % Percentage of ACD handle time spent in Work state. Calculated as “Work Time / (Talk Time + Work Time + Hold Time)”.



CALL SUMMARY REPORT

This report summarizes call activity and average handle times by call type.

Column Description

Group / Agent / Date / Interval The value used to summarize per-agent data presented in the rest of the report columns. Group is a summary of agent data using the hierarchical grouping structure defined in Activ! Intelligence. The Agent view is a summary of data for a given time period by agent. Date view is a summary data by day, week, or month. Interval is a summary of data by time of day.



All Calls - Total Calls Total calls handled. Calculated as “Total ACD Calls + Total Direct Inbound Calls + Total Outbound Calls”.

All Calls - Avg. Handle Average handle time for all call types. Calculated as “(Talk Time + Work Time + Hold Time) / Total Calls Handled”. Note that work and hold time are only tracked for ACD calls.

All Inbound Calls - Total Calls Total inbound calls handled. Calculated as “Total ACD Calls + Total Direct Inbound Calls”.



All Inbound Calls - Avg. Handle Average handle time for all inbound calls. Calculated as “(Talk Time + Work Time + Hold Time) / Calls Handled”. Note that work and hold time are only tracked for ACD calls.

Inbound ACD Calls - Total Calls Total ACD inbound calls handled.

Inbound ACD Calls - Avg. Handle Average handle time for ACD calls. Calculated as “(ACD Talk Time + Work Time + Hold Time) / Calls Handled”.

Inbound Non-ACD Calls - Total Calls

Total direct inbound calls handled.

Inbound Non-ACD Calls - Avg. Handle

Average handle time for direct inbound calls. Calculated as “Total Non ACD Inbound Talk Time / Total Non ACD Inbound Calls”.

Outbound Calls – Total Calls Total number of outbound calls placed.

Outbound ACD Calls - Avg. Handle

Average handle time for outbound calls. Calculated as “Total Outbound Talk Time / Total Outbound Calls”.

Internal Calls - Total Calls Total number of internal calls placed and received.

Internal Calls - Avg. Talk Average talk time on all internal calls. Calculated as “Total Internal Talk Time / Total Internal Calls”.

Other Calls – Transfer In Total number of calls received from another agent.

Other Calls – Transfer Out Total number of calls transferred to another agent.

Conference Total number of conference calls participated in.



NOT READY REASON SUMMARY REPORT

This report summarizes time spent in the Not Ready state.

Click ‘User Not Ready Status’ to view time spent in user defined not ready states. Click ‘System Not Ready Status’ to view time spent

in system not ready states defined by Cisco.

Column Description




<Reason> Total time spent in the Not Ready state with the specified reason code. The report displays a column for each reason code with activity during the reporting period for the specified group, date, agent, or time of day.



STATE SUMMARY REPORT

This report summarizes time spent in logged in, not ready, ready, reserved, talk and work states.

Column Description




Logged In Time – Total Total time spent logged into UCC Express.

Logged In Time – Avg. Per- day (except interval view) or per time of day (interval view) average amount of time an agent was logged into UCC Express.

Not Ready Time – Total Total time spent in the Not Ready state.

Not Ready Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Not Ready state.

Not Ready Time - % Percentage of logged in time spent in the Not Ready state. Calculated as “Total Not Ready Time / Total Logged In Time”.

Ready Time – Total Total time spent in the Ready state.

Ready Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Ready state.



Ready Time - % Percentage of logged in time spent in the Ready state. Calculated as “Total Ready Time / Total Logged In Time”.

Reserved Time – Total Total time spent in the Reserved state.

Reserved Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Reserved state.

Reserved Time – Total % Percentage of logged in time spent in the Reserved state. Calculated as “Total Reserved Time / Total Logged In Time”.

Talk Time – Total Total time spent in the Talk state.

Talk Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Talk state.

Talk Time - % Percentage of logged in time spent in the Talk state. Calculated as “Total Talk Time / Total Logged In Time”.

Work Time – Total Total time spent in the Work state.

Work Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Work state.

Work Time - % Percentage of logged in time spent in the Work state. Calculated as “Total Work Time / Total Logged In Time”.



QUEUE REPORTS

These reports summarized current day and historical queue-based data.


List of queues with activity during the report date period.

Per day|week|month|interval breakdown for a selected queue

Per day|week|month breakdown for a selected interval (half-hour)

QUEUE ACTIVITY SUMMARY REPORT

This report presents per queue call activity analysis.

Column Description

System Identifies the UCC Express system providing data to Activ! Intelligence. Use this to differentiate queue data when connected to multiple UCC Express systems.

Queue Name Name of the queue whose data is summarized in the remaining report columns.

Number of Days Number of days during the selected reporting period containing activity for the group, agent, or time of day interval indicated in the report’s left-most column. Click this value to drill-down to a per-day view.

Calls Presented Total calls presented to the queue.

Avg. Queue Time Average amount of time calls spent in queue before being answered or abandoned. Calculated as “Total Queue Time / Calls Presented”.



Max Queue Time Longest amount of time a call spent in queue before being answered or abandoned.

Calls Handled Total number of calls presented to the queue that were handled.

Avg. Talk Time Average talk time of calls handled for the queue. Calculated as “Total Talk Time / Calls Handled”.

Avg. Handle Time Average handle time for calls to this queue. Calculated as “(Total Talk Time + Total Hold Time + Total Work Time) / Calls Handled”.

Calls Abandoned Total number of calls presented to the queue that were abandoned before being handled.

Avg. Aband Queue Time Per-call average queue time for abandoned calls. Calculated as “Total Queue Time for Abandoned Calls / Calls Abandoned”.

Max Aband Queue Time Longest amount of time a call spent in queue before being abandoned.

Service Level % Percentage of calls handled within the queue’s service level time goal. Calculated as “Total Calls Handled Within Service Level / Calls Presented”.

QUEUE STATUS REPORT

This report lists real-time queue status.

Column Description



As Of The time and date the status information was received from UCC Express.

Logged In Total number of agents logged in.

Agent Status - Talking Total number of agents in the Talk state.

Agent Status - Working Total number of agents in the Work state.

Agent Status - Reserved Total number of agents in the Reserved state.

Agent Status - Available Total number of agents in the Available state.

Agent Status - Unavailable Total number of agents in the Unavailable (Not Ready) state.

Calls Waiting - Waiting Total number of calls in queue.

Calls Waiting - Oldest Call Amount of time the longest call has been waiting in queue.



SERVICE LEVEL REPORT

This report presents per queue service level and abandonment analysis.

Column Description




Service Level Goal The queue’s current service level goal, in seconds.

Calls Handled <SL Total number of calls handled within the queue’s service level goal.

Calls Aband <SL Total number of calls that were abandoned within the queue’s service level goal.

% of Calls Meeting SL – Only Handled

Percentage of total calls handled that were answered within the queue’s service level goal. Calculated as “Total Calls Handled Within Service Level / Total Calls Handled”.

% of Calls Meeting SL – Without Aband

Percentage of total calls handled that were answered within the queue’s service level period, excluding calls that were abandoned within the queue’s service level goal. Calculated as “Total Calls Handled Within Service Level / (Total Calls Handled – Total Calls Abandoned Within Service Level)”.

% of Calls Meeting SL – Positive Aband

Percentage of total calls handled that were answered or abandoned within the queue’s service level goal. Calculated as “(Total Calls Handled Within Service Level + Total Calls Abandoned Within Service Level) / Total Calls Handled”.



% of Calls Meeting SL – Negative Aband

Percentage of total calls presented (total calls handled and total calls abandoned) that were answered within the queue’s service level goal. Calculated as “Total Calls Handled Within Service Level / Total Calls Presented”.


Calls Handled Total calls handled.

Calls Abandoned Total calls abandoned.

Calls Dequeued Total calls dequeued.

QUEUE LIST REPORT

This report lists the queues providing data to Activ! Intelligence.

Column Description


Queue Name Name of the queue.

Queue Number The number UCC Express assigns to the queue. This value is used to identify the queue when creating queue groups in Activ! Intelligence.

Last Data On The date and that data was last received for this queue from UCC Express.



QUEUE GROUP REPORTS

Queue Group reports are versions of the Queue reports that present queue data organized into hierarchical groups defined in Activ!

Intelligence. Activ! Intelligence allows any number of queue groups to be defined. Queues can belong to one or many different

queue groups allowing you to create views of your queue data organized as needed.


List of queue groups with activity during the report date period.

Per day|week|month|interval breakdown for a selected queue group


QUEUE GROUP ACTIVITY SUMMARY REPORT

This report presents per queue call activity analysis.

Column Description

Queue Group Name of the queue group.

Number of Queues Number of queues in the queue group with data during the specified reporting goal.


Calls Presented Total calls presented to the queues in the queue group.



Calls Handled Total number of calls presented to the queues in the queue group that were handled.

Avg. Talk Time Average talk time of calls handled for the queues in the queue group. Calculated as “Total Talk Time / Calls Handled”.



Avg. Handle Time Average handle time for calls to this queue in the queue group. Calculated as “(Total Talk Time + Total Hold Time + Total Work Time) / Calls Handled”.

Calls Abandoned Total number of calls presented to the queues in the queue group that were abandoned before being handled.

Avg. Aband Queue Time Per-call average queue time for abandoned calls. Calculated as “Total Queue Time for Abandoned Calls / Calls Abandoned”.

Max Aband Queue Time Longest amount of time a call spent in queues in the queue group before being abandoned.


QUEUE GROUP SERVICE LEVEL REPORT

This report presents per queue service level and abandonment analysis.

Column Description

Queue Group Name of the queue group.

Number of Queues Number of queues in the queue group with data during the specified reporting goal.














Calls Presented Total calls presented to the queues in the queue group.






INTERVAL AND DATE REPORTS

The Interval and Date Reports are variations on the Agent and Queue reports that present data organized by time rather than

queues or agents.


Day|Week|Month|Interval view of your data.


Per-queue or per-group drilldown (as appropriate for the report)

ACD CALL PERFORMANCE REPORT

This report presents agent ACD call data summarized by time interval, day, week, and month.

Column Description

Day / Week / Month Interval This value indicates how data displayed in the rest of the report is summarized.


Number of Agents Number of agents in the group (group view), date (day view) or time of day (interval view) with activity. Click this value to drill-down to a per-agent view.


Calls Presented Total number of calls presented.

Calls Handled Total number of calls handled (answered).

Percent Handled Percentage of calls presented that were handled. Calculated as “Calls Handled / Calls Presented”.


Avg. Talk Time Per-call average talk time for ACD calls. Calculated as “Talk Time / Calls Handled”.

Max. Talk Time The duration of the longest ACD call.

Hold Calls Total number of ACD calls that were put on hold.

Avg. Hold Time Average duration that an ACD calls put on hold spent on hold. Calculated as “Total Hold Time / Hold Calls”.



Max. Hold Time The longest duration a call spent on hold.

Avg. Work Time Per-call average amount of time spent in Work state. Calculated as “Total Work Time / Calls Handled”.

AGENT PERFORMANCE REPORT

This report presents agent ACD call data summarized by time interval, day, week, and month.

Column Description





Availability Percentage of time spent available for calls. Calculated as “Total Time Ready / Total Logged In Time”.

% Not Ready Percentage of time spent in Not Ready state. Calculated as “Total Time Not Ready / Total Logged In Time”.


Utilization Percentage of time spent on all calls and in after call work. Calculated as “(Total Talk Time + Total Work Time) / Total Logged In Time”.

Productivity Percentage of time spent on calls, in after call work, available for calls but reduced by time spent in the Not Ready state. Calculated as (“Total Talk Time + Total Work Time + Total Time Ready – Total Time Not Ready) / Total Logged In Time”.

QM Score The average evaluation score received during the reporting goal. Does not display in time of day views. Requires integration to a Quality Management tool such as Activ! IQ. Calculated as “Total Evaluation Score / Number of Evaluations”.

ACD Calls Handled Total number of ACD calls handled (answered).

% Handled Percentage of ACD calls presented that were handled. Calculated as “Calls Handled / Calls Presented”.



Calls Per Hour Average number of ACD calls handled per hour. Calculated as “Total ACD Calls / Total Logged In Hours”.


Work % Percentage of ACD handle time spent in Work state. Calculated as “Work Time / (Talk Time + Work Time + Hold Time)”.

CALL SUMMARY REPORT

This report summarizes call activity and handle times summarized by time interval, day, week, and month.

Column Description




All Calls - Total Calls Total calls handled. Calculated as “Total ACD Calls + Total Direct Inbound Calls + Total Outbound Calls”.

All Calls - Avg. Handle Average handle time for all call types. Calculated as “(Talk Time + Work Time + Hold Time) / Total Calls Handled”. Note that work and hold time are only tracked for ACD calls.

All Inbound Calls - Total Calls Total inbound calls handled. Calculated as “Total ACD Calls + Total Inbound Non ACD Calls”.

All Inbound Calls - Avg. Handle Average handle time for all inbound calls. Calculated as “(Talk Time + Work Time + Hold Time) / Calls Handled”. Note that work and hold time are only tracked for ACD calls.

Inbound ACD Calls - Total Calls Total ACD inbound calls handled.

Inbound ACD Calls - Avg. Handle Average handle time for ACD calls. Calculated as “(ACD Talk Time + Work Time + Hold Time) / Calls Handled”.

Inbound Non-ACD Calls - Total Calls

Total direct inbound calls handled.

Inbound Non-ACD Calls - Avg. Handle

Average handle time for direct inbound calls. Calculated as “Total Non ACD Inbound Talk Time / Total Non ACD Inbound Calls”.



Outbound Calls – Total Calls Total number of outbound calls placed.

Outbound ACD Calls - Avg. Handle

Average handle time for outbound calls. Calculated as “Total Outbound Talk Time / Total Outbound Calls”.

Internal Calls - Total Calls Total number of internal calls placed and received.

Internal Calls - Avg. Talk Average talk time on all internal calls. Calculated as “Total Internal Talk Time / Total Internal Calls”.

Other Calls – Transfer In Total number of calls received from another agent.

Other Calls – Transfer Out Total number of calls transferred to another agent.

Conference Total number of conference calls participated in.

NOT READY REASON SUMMARY REPORT

This report summarizes time spent in the Not Ready state summarized by time interval, day, week, and month. The columns in the

report are dynamic, based upon the reason codes in use during the selected report dates.

Column Description




<Reason> Total time spent in the Not Ready state with the specified reason code. The report displays a column for each reason code with activity during the reporting period for the specified group, date, agent, or time of day.



QUEUE SUMMARY REPORT

This report presents call activity analysis by time interval, day, week, and month.

Column Description



Queues Number of queues whose activity is summarized in the remaining report columns.




Calls Handled Total number of calls presented to the queue that were handled.

Avg. Talk Time Average talk time of calls handled for the queue. Calculated as “Total Talk Time / Calls Handled”.

Avg. Handle Time Average handle time for calls to this queue. Calculated as “(Total Talk Time + Total Hold Time + Total Work Time) / Calls Handled”.

Calls Abandoned Total number of calls presented to the queue that were abandoned before being handled.

Avg. Aband Queue Time Per-call average queue time for abandoned calls. Calculated as “Total Queue Time for Abandoned Calls / Calls Abandoned”

Max Aband Queue Time Longest amount of time a call spent in queue before being abandoned.




STATE SUMMARY REPORT

This report presents agent state data summarized by time interval, day, week, and month.

Column Description




Logged In Time – Total Total time spent logged into UCC Express.

Logged In Time – Avg. Per- day (except interval view) or per time of day (interval view) average amount of time an agent was logged into UCC Express.

Not Ready Time – Total Total time spent in the Not Ready state.

Not Ready Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Not Ready state.

Not Ready Time - % Percentage of logged in time spent in the Not Ready state. Calculated as “Total Not Ready Time / Total Logged In Time”.

Ready Time – Total Total time spent in the Ready state.

Ready Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Ready state.

Ready Time - % Percentage of logged in time spent in the Ready state. Calculated as “Total Ready Time / Total Logged In Time”.

Reserved Time – Total Total time spent in the Reserved state.

Reserved Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Reserved state.

Reserved Time – Total % Percentage of logged in time spent in the Reserved state. Calculated as “Total Reserved Time / Total Logged In Time”.

Talk Time – Total Total time spent in the Talk state.

Talk Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Talk state.

Talk Time - % Percentage of logged in time spent in the Talk state. Calculated as “Total Talk Time / Total Logged In Time”.

Work Time – Total Total time spent in the Work state.

Work Time - Avg. Per- day (except interval view) or per time of day (interval view) average amount of time spent in the Work state.

Work Time - % Percentage of logged in time spent in the Work state. Calculated as “Total Work Time / Total Logged In Time”.



SERVICE LEVEL REPORT

This report presents service level and abandonment analysis by time interval, day, week, and month.

Column Description



















STANDARD KPIs

This section summarizes the “Standard” KPI’s available in the Cisco™ UCC Express (UCCX) integration for Activ! Intelligence. Any changes to a KPI will immediately update any scorecards and dashboards that refer to the KPI, so only experienced users should attempt to modify or create KPIs.

Refer to the Activ! Intelligence Design Guide for instructions on existing and creating KPI’s.

REVIEWING KPIs

On the Design tab, click KPIs.

Activ! Intelligence displays a list of currently available KPIs.



For example, select the “Average ACD Handle Time” to display the details for the selected KPI.

The following tables are descriptions of standard UCC Express KPI’s organized by the type of data they present.

AGENT AND GROUP KPIs

These KPIs display agent and group-specific values for both real-time and historical contexts. Group values are an aggregate of agent

values in a group and its subgroups.

KPI Name Description

Availability Percentage of logged in staff time spent in ready state.

Average ACD Talk Time Average talk time for ACD calls.

Average ACD Handle Time Average handle time (talk + hold + work) for ACD calls.

Average Handle Time Average handle time (talk + hold + work) for all calls.

Average Hold Time Average hold time for ACD calls.

Average Inbound Talk Time Average talk time of ACD and Non-ACD inbound calls.

Average Logged In Time Daily average amount of time an agent is logged in.

Average Not Ready Time Daily average amount of time spent in the Not Ready state.

Average Outbound Talk Time Average talk time for outbound calls.

Average Ready Time Daily average amount of time spent in the Ready state.

Average Talk Time Average talk time for all calls.



Average Work Time Average work time for ACD calls.

Calls Handled Percentage Percentage of ACD calls presented that were handled.

Calls Per Hour Average number of calls handled. Calculated as Totals Calls / Logged In Time / 3600.

Cisco Agents Number of agents with Cisco UCC Express activity.

Longest ACD Call Time Duration of the longest ACD call.

Longest Hold Time Longest duration an ACD call spent on hold.

Longest Inbound Non ACD Call Time

Duration of the longest Non-ACD call.

Longest Outbound Call Time Duration of the longest outbound call.

Occupancy Percentage of staff time spent talking, on hold, in after call work, and in the ready state.

Productivity Agent productivity formula. Calculated as ((Talk Time + Hold Time + Work Time + Ready Time) – Not Ready Time) / Logged In time.

Total ACD Calls Total ACD calls handled.

Total Calls Total ACD, Non-ACD inbound, and outbound calls.

Total Calls Presented Total number of calls presented.

Total Hold Calls Total number of ACD calls that were put on hold.

Total Inbound Calls Total quantity of ACD and Non-ACD inbound calls.

Total Logged In Time Total time logged in to the system.

Total No Answer Calls Total number of calls that presented but not answered.

Total Not Ready Time Total time in not ready state (for all reason codes).

Total Outbound Calls Total quantity of outbound calls.

Total Ready Time Total time in ready state.

Total Time Talk Total time in talk state.

Total Transfer Out Calls Total number of calls transferred.

Total Work Time Total time in work state.

Unavailability Percentage of staff time spent in not ready state.

Utilization Percentage of staff time spent talking or in after call work.

STATUS KPIs

Status KPIs only contain values for the “real-time” context. When added to a scorecard they will only display values for “today”.

These KPIs are typically only displayed on dashboards.

In a multi-UCCX installation these KPIs will reflect data for the UCCX systems that the user is associated with.


Agents Available Number of agents currently in the available state.

Agents Logged In Number of agents currently logged in.

Agents Reserved Number of agents currently in the reserved state.

Agents Talking Number of agents currently in the talk state.

Agents Unavailable Number of agents currently in the unavailable state.

Agents Working Number of agents currently in the work state.

Calls Waiting Number of calls currently in queue across all queues.

Oldest Call Waiting Amount of the oldest call has been waiting in queue.

Status As Of The time of day the status information was last updated.



SYSTEM KPIs

These KPIs have both real-time and historical context but are not agent focused. They will display the same value regardless of which

dashboard or scorecard they reside in.

In a multi-UCCX installation these KPIs will reflect data for the UCCX systems that the user is associated with.


System ASA Average Speed of Answer.

System Average Handle Time Average handle time for all handled calls.

System Average Queue Time Average amount of time a handled call spent in queue.

System Average Talk Time Average talk time of handled calls.

System Average Time To Abandon Average amount of time abandoned calls spend in queue.

System Average Work Time Average work time of handled calls.

System Longest Queue Time Longest duration that a handled call spent in queue.

System Longest Time to Abandon Longest amount of time an abandoned call spent in queue.

System Service Level Percentage of calls handled within the defined service level goal.

System Total Calls Abandoned Total quantity of abandoned calls.

System Total Calls Handled Total ACD calls handled.

System Total Calls Handled Within Service Level

Total ACD calls handled within a queue’s specified service level.

System Total Calls Presented Total number of calls that the entered UCCX Express system.



STANDARD DASHBOARDS

This section reviews the “Standard” Dashboards available in the Cisco™ UCC Express (UCCX) integration for Activ! Intelligence. Dashboard messages are displayed directly in a user’s dashboard. The following are dashboards (based on role and privileges) used with:

Supervisor (Phone View):

These values reflect current day activity for all UCC Express systems that the dashboard user is associated with.

Call Center Description

In Queue Total number of calls in queue.

Oldest The current amount of time the longest call has been in queue.

Available The number of agents in the Available state.

Talk The number of agents in the Talk state.

Work The number of agents in the Work state.

Unavailable The number of agents in the Unavailable state.

Overall Activity Calls Presented Total number of calls presented.

Overall Activity Abandoned Total number of calls abandoned.

Overall Activity SL% Percentage of calls presented that have been handled within their queues service level goal. Calculated as “Total Calls Presented / Total Calls Handled”.

These values reflect the current-day activity of users in the dashboard user’s group and its subgroups.

My Group Description

Logged In Per-agent average amount of time logged into UCC Express.

Not Ready Per-agent average amount of time spent in the Not ready state.


ACD Calls Total number of ACD calls handled.

% Handled Percentage of calls presented to the agents in the group that were handled.

ACD Talk Average talk time for ACD calls. Calculated as “Total ACD Talk Time / Total ACD Calls”.

ACD Handle Average handle time for ACD calls. Calculated as “(Total ACD Talk Time + Total Hold Time + Total Work Time) / Total ACD Calls”.

Outbound Calls Total number of outbound calls placed.

Outbound Talk Average talk time for Outbound calls. Calculated as “Total Outbound Talk Time / Total Outbound Calls”.



Supervisor (QM View):

The QM view displays ‘Quality Metrics’ from V-Portal. These values will be blank if V-Portal is not present or is not being used to evaluate the user’s performance.

By Group Description

Recent Avg. Score The average score of the most recent evaluation performed on users in the supervisor’s group and its subgroups.

My Coaching Assignments If you have purchased Activ! Coaching this will display the number of the coaching assignments awaiting completion by the dashboard user. Click this value to display your “My Coaching” page.

# of Calls recorded The total number of the group’s calls that were recorded over the past 30 days.

# Evals done The total number of evaluations performed on the groups over the past 30 days.

Avg. Score The average evaluation score for the group over the past 30 days.

Skill name % Displays per-skill average scores for evaluations performed over the past 30 days for up to 5 skills.

Click any of the QM Metrics to open V-Portal to view your evaluations.

Agent (Phone View):

These values reflect current day activity for all UCC Express systems that the dashboard user is associated with.



These values reflect current day activity for the dashboard user and the users in the user’s group

Me and My Group Description

Logged In Total (agent) and per-agent average (group) logged in time.

Ready Total (agent) and per-agent average (group) time spent in the Ready state.

Not Ready Total (agent) and per-agent average (group) time spent in the Not Ready state.


ACD Calls Total number of ACD Calls handled.

% Handled Percentage of calls presented that were handled.

ACD Talk Average talk time for ACD calls. Calculated as “Total ACD Talk Time / Total ACD Calls”.

ACD Handle Average handle time for ACD calls. Calculated as “(Total ACD Talk Time + Total Hold Time + Total Work Time) / Total ACD Calls”.

Outbound Calls Total number of outbound calls placed.

Outbound Talk Average talk time for Outbound calls. Calculated as “Total Outbound Talk Time / Total Outbound Calls”.



Agent (QM View):

The QM view displays ‘Quality Metrics’ from V-Portal.

By Group Description

Recent Avg. Score The score of the agent.

My Coaching Assignments If you have purchased Activ! Coaching this will display the number of the coaching assignments awaiting completion by the user. Click this value to display your “My Coaching” page.

# of Calls recorded The number of the user’s calls that were recorded over the past 30 days.

# Evals done The number of evaluations performed on the user over the past 30 days.

Avg. Score The average evaluation score for the user over the past 30 days.

Skill name % Displays per-skill scores for evaluations performed over the past 30 days for up to 5 skills.

Click any of the QM Metrics to open V-Portal to view your evaluations.

Manager (one view only):

This dashboard displays a subset of the metrics from the Supervisor dashboard. These values reflect current day activity for all UCC Express systems that the dashboard user is associated with.



Oldest The current amount of time the longest call has been in queue.

Agents Total number of agents currently logged in.

# Available Total number of agents in the Available state.

Calls In Total number of calls presented to the UCC Express systems.

ASA Average speed of answer for all calls presented. Calculated as “Total Ring Time / Total Calls Presented”.

Abandoned Total number of abandoned calls.

SL Percentage of calls handled within each queue’s service level goal. Calculated as “Total Calls Handled / Total Calls Presented”.

Avg. Queue Average amount of time a call spent in queue before being handled or abandoned Calculated as “(Total Queue Time Abandoned Calls + Total Queue Time Handled Calls) / Total Calls Presented”.

Talk Average talk time for ACD calls. Calculated as “Total Talk Time / Total Calls Handled”.

Handle Average handle time for ACD calls. Calculated as “(Total Talk Time + Total Hold Time + Total Work Time) / Total Calls Handled”.



These values reflect current day activity for the users in the dashboard user’s group

Me and My Group Description

CPH Average calls per hour. Calculated as “(Total ACD Calls + Total Inbound Non ACD Calls + Total Outbound Calls) / Total Hours Worked”.

QA % The average evaluation score for the agents in the dashboard user’s group and its subgroups over the past 30 days. Click their value to open V-Portal to view your evaluations.



DATA SOURCE AND SCHEMA REFERENCE

DATA SOURCES

This section describes advanced features of Activ! Intelligence. The information in this section may be useful to you if you want to

expand upon the types of data available for use when authoring KPIs and dashboards.

Activ! Intelligence collects data from UCCX and stores it in its database. The stored data is organized to provide quick access with

minimal impact on your server’s resources. For example, Activ! Intelligence pre-calculates and stores weekly and monthly

summaries of historical agent and group telephony data. These summaries facilitate the display of a month-to-date KPI on a

dashboard or the monthly view of a scorecard. It also stores frequently changing data, such as real-time metrics, separately from

daily totals for previous days.

To simplify authoring of KPIs, Activ! Intelligence uses a two-layer abstraction called runtime sources and runtime views to simplify

the complexity of the underlying physical database structures. When authoring KPIs, you only need to identify the particular data

element you wish to include in the KPI formula, not how to locate a given user’s values or, for historical data, which day’s data to

locate. The purpose of runtime sources and runtime views is to identify those access paths to the data to be displayed.

The following table details the roles of these layers:

Layer Purpose or Role

Database table or view Contains the raw data collected and stored by Activ! Intelligence. Historical data is typically keyed on a date along with some other key, such as a user or group identifier or, for non-agent data, a split or queue identifier.

Runtime Source An object in Activ! Intelligence that identifies:

The database table or view containing the data to be accessed.

The columns containing the user, group, and/or date keys used to access data.

Runtime View An object in Activ! Intelligence that identifies:

The Runtime Source to be used.

Where the values for the keys are to come from, either dynamic (supplied by the Scorecard or Dashboard) or static (to display data for a specific date or group).

Optionally, other constraints to be used on selecting data from the database table or view identified in the data source.

Runtime Views are presented in the Select Data Items dialog box used when authoring KPIs, organized by the types of systems in use in your Activ! Intelligence installation. Expanding a Runtime View lists the columns from the database table or view identified in the Runtime View’s data source, with the user, group, and date keys omitted from the list as those values are set automatically be Activ! Intelligence.



Activ! Intelligence comes pre-configured with a set of available Data Sources and commonly-used Runtime Views for each system in

use in your installation. If you need to access data in a way not accommodated by the existing Runtime Views then a new Runtime

View may provide a solution to your problem. Runtime Sources are typically only created by VPI as part of the integration of new

sources of data, such as new telephony systems or custom integrations to your business systems.

Reviewing the existing Runtime Sources and Views may help to familiarize you with these concepts. However, you should not alter

the Runtime Sources and Views installed with Activ! Intelligence prior to understanding the impact on KPI’s.

View the runtime sources for a system type:

1. On the Design tab, click Data Sources.

2. In the System Types and Runtime Sources pane, click a system type to expand it and view its sources.

The left pane lists the available runtime sources organized by system type.

The right pane lists the runtime views for the selected runtime source. If a system type is selected the right pane lists the

runtime sources for that system type. This facilitates the editing and creation of new runtime source, a task typically only

performed by VPI and not discussed in this document.

Click a runtime source to view the runtime views associated with it.

The following table details all Runtime Views for Cisco UCC Express:

Cisco UCC Express Service Name

Data Type Runtime Views Description

Agent Daily UCCXAgentDaily UCCXAgentToday UCCXAgentYesterday

Agent performance metrics aggregated by day.

Agent Monthly UCCXAgentCurrentMonth UCCXAgentLastMonth UCCXAgentMonthly

Agent performance metrics aggregated by month.

Agent Queue Daily UCCXAgentQueueDaily UCCXAgentQueueToday UCCXAgentQueueYesterday

Aggregated status of the UCC Express queue data for the systems the user has accounts in.

Agent Queue Monthly

UCCXAgentQueueLastMonth UCCXAgentQueueMonthly UCCXAgentQueueThisMonth


Agent Queue Weekly UCCXAgentQueueLastWeek UCCXAgentQueueThisWeek UCCXAgentQueueWeekly


Agent System Status UCCXAgentSystemStatus Aggregated status of the UCC Express systems the user has accounts in.

Agent Weekly UCCXAgentCurrentWeek UCCXAgentLastWeek UCCXAgentWeekly

Agent performance metrics aggregated by week.



Group Daily UCCXGroupDaily UCCXGroupToday UCCXGroupYesterday

Group performance metrics aggregated by day.

Group Monthly UCCXGroupLastMonth UCCXGroupMonthly UCCXGroupThisMonth

Group performance metrics aggregated by month.

Group Weekly UCCXGroupLastWeek UCCXGroupThisWeek UCCXGroupWeekly

Group performance metrics aggregated by week.

The Runtime View Name is used when authoring KPI formulas. It is the value that precedes the period in the data items, for

example $UCCXGroupLastWeek.acdcalls. The Name can only contain letters and numbers; spaces and special characters are not

allowed.

Please refer to the ‘Activ! Intelligence Design Guide’ for integration on creating and changing runtime views and sources.



View the KPI formulas for a Runtime View:

1. In the right pane, locate the runtime view.

2. Click the KPI link.

Activ! Intelligence displays the report for Runtime View.

3. To view the dashboards and scorecards that use the KPI, click the KPI name.



DATA ITEMS

The following tables are descriptions of Queue and Agent Data items stored by Activ! Intelligence. The data item names are used

with the Runtime View definitions (see page 37).

QUEUE DATA

The queue data items stored are:

Data Item Description

systemID Internal identifier for the UCCX instance providing data.

queueID The number of the queue whose data is reported in the row.

Interval The date and time of the start of the interval whose data is reported in the row; for daily data the date the data is for.

numDays The number of days where data was collected for the agent or group.

intervalDuration The duration of the reporting interval, in minutes.

callsPresented The total number of calls presented to the queue during the interval.

callsHandled The total number of calls handled (answered) for the queue during the interval.

callsHandledWithinSL The total number of calls handled within the queue’s service level time period during the interval.

callsAbandonded The total number of calls abandoned during the interval.

callsAbandondedWithinSL The total number of calls abandoned within the queue’s service level time period during the interval.

callsDequeued The total number of calls the dequeued during the interval.

maxQueueTime The longest duration that a call was in queue before being handled or abandoned during the interval.

maxHandledQueueTime The longest duration that a call was in queue before being handled.

totalHandledQueueTime The total time calls spent in queue before being handled.

totalAbandonedQueueTime The total number of seconds calls were in queue before being abandoned.

maxAbandonedQueueTime The longest duration that a call was in queue before being handled.

totalRingTime Total duration calls from this queue rang at agent stations.

totalTalkTime Total talk time of calls handled.

totalHoldTime Total time calls from this queue spent on hold.

totalWorkTime Total after call work time for calls from this queue.

maxStaffed The maximum number of agents logged into the queue at one time during the interval.

maxInQueue The maximum number of simultaneous calls in queue during the interval.

All time values are in seconds except where indicated.

Metrics based on call abandonment or handling are updated upon completion of a call.



AGENT DATA

The agent data items stored by Activ! Intelligence are:

Data Item Description

userID The internal user identifier (GUID) assigned to a user when added to Activ! Intelligence.

interval The date and time of the start of the interval whose data is reported in the row; for daily data the date the data is for.

numDays The number of days where data was collected for the agent or group.

intervalDuration The duration of the reporting interval, in minutes.

callsPresented The total number of calls presented to the agent during the interval.

acdCalls The total number of ACD calls handled by the agent during the interval.

acdTalkTime The total time spent on ACD calls handled by the agent during the interval.

acdMaxTalkTime The longest duration spent by the user on an individual ACD call.

acdHoldCalls The total number of ACD calls put on hold by the agent during the interval.

acdHoldTime The total time ACD calls spent on hold during the interval.

acdMaxHoldTime The maximum amount of time an individual ACD call spent on hold during the interval.

acdWorkTime The total amount of after call work time (event type 6) for ACD calls for the agent during the interval.

inboundNonAcdCalls The total number of inbound non-ACD calls handled by the agent during the interval.

inboundNonAcdTalkTime The total time spent on inbound non-ACD calls handled by the agent during the interval.

inboundNonAcdMaxTalkTime The longest duration spent by the user on an individual inbound non-ACD call.

inboundNonAcdHoldCalls The total number of inbound non-ACD calls put on hold by the agent during the interval.

inboundNonAcdHoldTime The total time inbound non-ACD calls spent on hold during the interval.

inboundNonAcdMaxHoldTime The maximum amount of time an individual inbound non-ACD call spent on hold during the interval.

inboundNonAcdWorkTime The total amount of after call work time (event type 6) for inbound non-ACD calls for the agent during the interval.

outboundCalls The total number of outbound calls handled by the agent during the interval.

outboundTalkTime The total time spent on outbound calls handled by the agent during the interval.

outboundMaxTalkTime The longest duration spent by the user on an individual outbound call.

outboundHoldCalls The total number of outbound calls put on hold by the agent during the interval.

outboundHoldTime The total time outbound calls spent on hold during the interval.

outboundMaxHoldTime The maximum amount of time an individual outbound call spent on hold during the interval.

outboundWorkTime The total amount of after call work time (event type 6) for outbound calls for the agent during the interval.

noAnswerCalls The total number of calls that rang at the agent’s station but were not answered.

transferInCalls The total number of calls that were transferred to the agent.

transferOutCalls The total number of calls that were transferred out by the agent.

conferenceCalls The total number of conference calls initiated by the agent.

notReadyTime The total time the agent spent in the not ready state (event type 2).

readyTime The total time the agent spent in the ready state (event type 3).

loggedInTime The total time the agent was logged in during the interval.

reservedTime The total time the agent spent in the reserved state (event type 4).

All time values are in seconds. Metrics based on handling are updated upon completion of a call.



REVISION HISTORY

Rev Level Author Date Description

A SSpooner 07/24/08 Initial Release B SSpooner 08/11/08 Added thorough details for all reports, data sources, runtime data, and

dashboards.

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