HiPath ProCenter Standard, Version 6 · Siemens AG w ill not accept liability for any damages,...

HiPath ProCenter Standard, Version 6.5

Reporting Reference Guide

*1PA31003-S2265-A200-1-76A9* 1P A31003-S2265-A200-1-76A9

The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Hicom, HiPath, and Siemens are registered trademarks of Siemens AG.

Warning

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. Siemens AG will not accept liability for any damages, including long distance charges, which result from unauthorized use. Although Siemens has designed security features into its products, it is your sole responsibility to use the security features and to establish security practices within your company, including training, security awareness, and call auditing.

Siemens sales and service personnel, as well as Siemens business partners, are available to work with you to help you guard against this unauthorized use of your telecommunications system.

May 2005

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission of Siemens. The software described in this publication is furnished under a license agreement and may be used only in accordance with the terms of that agreement.

Request Siemens publications from your Siemens representative or the Siemens branch serving you.

Hicom, HiPath, and Siemens are registered trademarks of Siemens AG. All other trademarks and company names are the property of their respective owners.

Copyright © 2005 Siemens AG. All rights reserved.

Siemens AG 2005 l Siemens Communications, Hofmannstraße 51, D-81359 München, GermanyReference No.: A31003-S2265-A200-1-76A9Subject to availability. Right of modification reserved.

HPPCSReportingTOC.fm

Nur für den internen Gebrauch Contents

Contents 0

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Who should use this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.2 How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.3 Related documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

1.3.1 Service documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21.3.2 User documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21.3.3 System integration documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2

1.4 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-31.5 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3

2 Introduction to reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Basic process for creating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.2 Major report features and data available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

2.2.1 Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.2.2 About the reporting level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.2.3 Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.2.4 Resources reported on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52.2.5 Report definition capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.2.6 Report scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.2.7 Visual presentation of data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-62.2.8 Output format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72.2.9 Time and date range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-72.2.10 Thresholds and alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7

3 Report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 Understanding Real-Time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 Understanding Historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43.3 Understanding Cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.4 Understanding Activity reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

4 Predefined report templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 User Status (Real-Time) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

4.1.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.2 Group Status (Real-Time) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3

4.2.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.3 Active Contacts (Real-Time) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4

4.3.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.4 Active Callbacks (Real-Time) Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

4.4.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-54.5 Queue Status (Real-Time) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

4.5.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-64.6 User Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6

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4.6.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-74.7 Group Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7

4.7.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-84.8 Callback Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8

4.8.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-84.9 Queue Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9

4.9.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-94.10 User Summary (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10

4.10.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-114.11 User Performance (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11

4.11.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-114.12 User Resolution (Historical) Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

4.12.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-124.13 Group Summary (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

4.13.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-144.14 Callback Summary Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

4.14.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-144.15 Queue Abandoned Contacts Profile (Historical) Report . . . . . . . . . . . . . . . . . . . . . . 4-14

4.15.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-164.16 Queue Answered Contacts Profile (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . 4-164.17 Queue Summary (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

4.17.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-174.18 Destination (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18

4.18.1 Related reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-184.19 User Wrap-up Reason (Historical) Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19

5 Report reconciliation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Reconciling reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

6 Statistics available in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Locating your report statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.2 Understanding the statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.3 Real-Time report statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

6.3.1 User Real-Time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-26.3.1.1 Notes about User Real-Time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

6.3.2 Group Real-Time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-46.3.3 Queue Real-Time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

6.3.3.1 Notes about Queue Real-Time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-76.3.4 Contact Real-Time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-86.3.5 Callback Real-Time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9

6.4 Cumulative and Historical statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-106.4.1 User Cumulative and Historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10

6.4.1.1 Notes about User Cumulative and Historical statistics . . . . . . . . . . . . . . . . . 6-206.4.2 Group Historical and Cumulative statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-216.4.3 Callback Cumulative and Historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-25

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6.4.3.1 Notes about Callback Cumulative and Historical statistics . . . . . . . . . . . . . . 6-276.4.4 Queue Cumulative and Historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-27

6.4.4.1 Notes about Queue Cumulative and Historical statistics . . . . . . . . . . . . . . . 6-316.4.5 Destination Historical and Cumulative statistics . . . . . . . . . . . . . . . . . . . . . . . . . 6-31

6.4.5.1 Notes about Destination Cumulative and Historical statistics. . . . . . . . . . . . 6-346.4.6 User Wrap-up statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-34

6.5 Statistics available in Activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-356.5.1 User Activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-35

6.5.1.1 Notes about User Activity statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-376.5.2 Source Activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-376.5.3 Scheduled Callback List statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-39

6.6 Bar chart-eligible statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-396.7 Threshold-eligible and alarm-eligible statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-41

7 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1

A Reporting data calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-1A.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

A.1.1 Contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1A.1.2 Termination types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2

A.2 Real-Time statistics calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3A.3 Range statistics calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5

A.3.1 User/Department/Site range statistics calculations - User Historical reports . . . . A-6A.3.2 Queue statistics calculations - Queue Historical reports. . . . . . . . . . . . . . . . . . . A-12A.3.3 Group range statistics calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-14A.3.4 Called number range statistics calculations - Destination Historical reports. . . . A-15A.3.5 Callback Historical statistics calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16A.3.6 User/Department/Site Wrap-up Reason statistics calculations. . . . . . . . . . . . . . A-18

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1


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about.fm

Nur für den internen Gebrauch About this guideWho should use this guide

1 About this guide

Welcome to HiPath ProCenter, the Contact Center system for routing, tracking, and handling customer contacts.

This guide provides detailed information on interpreting reports, including descriptions of the report types, report level descriptions of the predefined report templates, detailed column descriptions, and descriptions of the statistics that appear in the reports.

1.1 Who should use this guide

This guide is intended for system administrators responsible for configuration maintenance, and for supervisors and managers who generate reports.

1.2 How to use this guide

This guide contains the following chapters:

● Chapter 1, “About this guide” describes the intended audience, the formatting conventions, and the information provided in this guide and the other guides in the HiPath ProCenter documentation set.

● Chapter 2, “Introduction to reporting” introduces you to the report types, the basic process for creating reports, and the major report features and data available.

● Chapter 3, “Report types” provides detailed descriptions of the report types.

● Chapter 4, “Predefined report templates” lists the predefined report templates in the Manager application, and provides basic descriptions of each.

● Chapter 5, “Report reconciliation” provides information and tips on how to reconcile your reports.

● Chapter 6, “Statistics available in reports” provides a list of all of the statistics found in all of the report types, and provides detailed descriptions for each statistic.

● Chapter 7, “Terminology” provides definitions of the terms found in this guide.

● Appendix A, “Reporting data calculations” lists the calculations associated with selected statistics in Chapter 6, “Statistics available in reports”.


About this guide Nur für den internen Gebrauch

about.fm

Related documentation

1.3 Related documentation

The following guides contain additional information about HiPath ProCenter.

1.3.1 Service documentation

Planning and Design Guide, Version 6.5, A31003-S2265-S130-1-7620This guide provides detailed instructions on how to create and configure a design database, as well as instructions on how to put the design database into production at the customer site.

Hardware Integration Guide, Version 6.5, A31003-S2265-S120-1-7620This guide provides detailed instructions on how to configure the various supported switches and integrate HiPath ProCenter software with third-party hardware, such as wallboards, corporate e-mail servers, corporate Web servers, and Interalia-supported hardware.

Installation and Maintenance Guide, Version 6.5, A31003-S2265-S110-1-7620This guide provides detailed instructions on how to install the HiPath ProCenter software on both server and client machines, and describes how to perform ongoing maintenance of the HiPath ProCenter system.

1.3.2 User documentation

Overview Guide, Version 6.5, A31003-S2265-A100-1-76A9This guide provides an overview of the main HiPath ProCenter concepts and features, including detailed hardware, software, and network requirements specific to each supported switch.

Manager Administration Guide, Version 6.5, A31003-S2265-A130-1-7619This guide provides an overview of the Manager application and walks users through the various administration tasks that need to be performed on an ongoing basis.

Client Desktop Getting Started Guide, Version 6.5, A31003-S2265-B110-1-7619This guide provides an overview of the Client Desktop application and walks users through the process of managing contacts and communicating with other users in the Contact Center.

1.3.3 System integration documentation

IVR API Integration Guide, Version 6.5, A31003-S2265-E600-1-7619This guide describes how to integrate HiPath ProCenter with an Interactive Voice Response (IVR) system using the IVR Application Programming Interface (API).

Screen Pop API Integration Guide, Version 6.5, A31003-S2265-E700-1-7619This guide describes how to integrate HiPath ProCenter with the Screen Pop Application Programming Interface (API).


about.fm

Nur für den internen Gebrauch About this guideFormatting conventions

1.4 Formatting conventions

The following formatting conventions are used in this guide:

BoldThis font identifies HiPath ProCenter components, window and dialog box titles, and item names.

ItalicsThis font identifies references to related documentation.

Monospace FontThis font distinguishes text that you should type, or that the computer displays in a message.I

1.5 Documentation feedback

To report an issue with this document, call your next level of support:

● Siemens employees should call the Interactive Customer Engagement Team (i-CET).

● Customers should call the Siemens Customer Support Center.

When you call, be sure to include the following information. This will help identify which document you are having issues with.

● Title: Reporting Reference, Version 6.5

● Order Number: A31003-S2265-A200-1-76A9

>Notes identify information that is useful but not essential, such as tips or alternative methods for performing a task.

7Warnings identify information that is essential. Ignoring a warning can adversely affect the operation of the application.


About this guide Nur für den internen Gebrauch

about.fm

Documentation feedback


introrep.fm

Nur für den internen Gebrauch Introduction to reportingBasic process for creating reports

2 Introduction to reporting

This chapter describes the many reports and reporting options available to you. You can use the reporting feature—found in the Manager application’s Report Center—to view performance data, help you resolve issues, evaluate the efficiency of your Contact Center, and optimize your HiPath ProCenter configuration.

2.1 Basic process for creating reports

While the purpose of this manual is not to describe how to create reports, it is nonetheless useful in this reference guide to understand the basic process for creating reports. The basic process for creating reports is:

>This guide does not describe how to create reports. For a basic tutorial that will teach you basic reporting usage, see the Manager Administration Guide. For detailed instructions on all aspects of creating and working with reports, see the Manager application online Help.

Order Action For more information

1 Ensure your HiPath ProCenter configuration is complete.

● Manager Administration Guide, Version 6.5

2 Determine the type of resource that you want to report on (for example, users).

● Section 2.2.4, “Resources reported on”, on page 2-5

● Chapter 6, “Statistics available in reports”

● Manager online Help

3 Determine the type of report you want to generate, either Real-Time, Cumula-tive, Historical, or Activity.

● Section 2.2, “Major report features and data available”, on page 2-2



4 Select a predefined report template to use or modify, or create your own report definition.

● Chapter 4, “Predefined report templates”


Table 2-1 Process for creating reports


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introrep.fm

Major report features and data available

2.2 Major report features and data available

This section describes the types of reports available, and the major features and data associated with each report (as indicated by *). Table 2-2 can be used to help you determine which report would likely provide the type of features and data you want, and also to understand the type of information a generated report should have.

5 Create the report. You will add desired columns, groups, thresholds, alarms, report name and owner, and other features, as available for your report.

● Section 2.2, “Major report features and data available”, on page 2-2



>The major features are described in the sections following the table and also in the online Help.

Major Features and Data Available

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Data

Statistics * * * * * *

Trending information (compare statistics to other reports)

*

Step-by-step activity * *

Resources reported on

Users * * * *

Group (or virtual group, in skills-based routing) * * *

Contacts *

Callbacks * * * *

Queues * * *

Table 2-2 Report types and major features

Order Action For more information

Table 2-1 Process for creating reports


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Nur für den internen Gebrauch Introduction to reportingMajor report features and data available

Destinations * *

Wrap-up reasons * *

Report definition capability

Create/modify a new report definition * * *

Use/modify predefined report templates * * *

Generate an ad hoc query * *

Report scheduling

Schedule reports *

Automatic report generation *

Visual presentation of data

Table * * *

Bar chart * * *

Output format

View online * * * * * *

Print * * * * * *

Print (scheduled) *

Save to file (Excel, HTML, PDF, CSV) * * * * * *

Save to file, scheduled (Excel, HTML, PDF, CSV) *

Time and date range

Current (live) * *

Last 24 hours * * *

Prior to the last 24 hours * * *

Custom date range * * *

Thresholds and alarms

Thresholds * *

Alarms * *

Major Features and Data Available

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Table 2-2 Report types and major features



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2.2.1 Report types

There are four main types of reports:

● Real-Time reports display the current status of specific resources (for example, users). Real-Time reports are updated on screen, at configurable intervals, letting you monitor minute-to-minute activities on the selected resources. For more information about Real-Time reports, see Section 3.1, “Understanding Real-Time reports”, on page 3-1.

● Cumulative reports are online reports that provide accumulated performance statistics on specific resources for up to the last 24 hours. They are updated in real time at configurable intervals. Cumulative reports can include trending information for comparing statistics for the current day to statistics from a specified previous day. For more information about Cumulative reports, see Section 3.3, “Understanding Cumulative reports”, on page 3-5.

● Historical reports provide statistical summaries of activities for specified resources over a given time range prior to the last 24 hours. Historical reports can include rollups to higher level resources such as departments or sites. For more information about Historical reports, see Section 3.2, “Understanding Historical reports”, on page 3-4.

● Activity reports allow you to create queries on activities associated with individual users or sources, or on scheduled callbacks. User and Source Activity reports provide historical, minute-by-minute state and activity data during a given time interval for a specified day. Scheduled Callback Lists provide a list of the callbacks scheduled for the Contact Center. For more information about Activity reports, see Section 3.4, “Understanding Activity reports”, on page 3-6.

2.2.2 About the reporting level

The reporting level refers to the level in your organization for which you are allowed to create reports. The reporting level you can choose is restricted by your configuration. The reporting level applies to the entire site and can be one of three levels of reporting:

● Full - Reports can include detailed and summary statistics for each user. Note that User Activity reports are only available if your site has a level of full.

>The report features and data available to you may be affected by:

● HiPath ProCenter configuration and permission settings

● Reporting level (see Section 2.2.2, “About the reporting level”, on page 2-4)

● Resources for which you have been assigned monitoring permission

● Statistics and options you include when setting the report options

● Media (Voice, E-mail, Callback)


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● Department - Reports that contain user data display statistics at the department level or site level only. Detailed and summary statistics for users are not available.

● Site - Reports that contain user data display statistics at the site level only. Detailed and summary statistics at the user and department level are not available.

For more information on the reporting level at your site, contact your Siemens representative.

2.2.3 Data

All of the reports provide statistics. The type of statistics that each report provides depends on the statistics selected when you generate the report. For a list of these statistics, see the specific report type in the Manager application, or for descriptions of the statistics see Chapter 6, “Statistics available in reports”.

In addition to statistics, Cumulative reports can include trending information that lets you compare statistics with a previous day, or the same day the previous week. Activity reports show step-by-step activity—this could be minute-by-minute state and activity data for a user. Callback List reports show a list of callbacks. For more information, see the specific report or predefined report template in this guide, or the online Help.

2.2.4 Resources reported on

You can report on one of several resources:

● Users. Real-time, cumulative, and/or historical information about:

● How the users spend their time—total logged on time, time spent in one state, and average time spent handling contacts and wrapping up contacts.

● Profiles on contacts offered to individual users—number of contacts offered, contacts handled, abandoned contacts, and others.

● The number of HiPath ProCenter-routed contacts handled and the number of contacts handled that were not routed by HiPath ProCenter.

● Groups (or Virtual Groups in skills-based routing). Real-time, cumulative, and/or historical information about the workload for one or more groups—summary of contacts received and offered to users, primary and overflow contacts, and so on.

● Contacts. Real-time information about contacts currently in the system across a number of queues.

● Callbacks. Real-time, cumulative, and/or historical information about callbacks currently in the system across a number of callback queues, as well as profiles of callbacks within the Contact Center.

● Queues. Real-time, cumulative, and/or historical information about:



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● Workload information on a queue-by-queue basis

● Information and statistics gathered since the start of the current shift

● Information on a queue-by-queue basis—contacts (received, answered and abandoned), interval breakdown, contact handling efficiency for individual queues, abandon rate, service level, and average wait times.

● Destinations. Cumulative and historical information summarizing contact results for a particular destination—number of contacts received, answered, abandoned, and redirected.

● Wrap-up Reasons. Cumulative and historical counts of site-defined wrap-up reasons, such as the user made a sale, provided product support, or updated a customer record.

2.2.5 Report definition capability

You can define reports by:

● Creating (or modifying) a new report definition. This allows you to specify the resources, properties, appearance, and content of the report. For more information, see the online Help.

● Using (or modifying) a predefined report template. This allow you to select and, if desired, modify predefined report definitions. These definitions contain the most commonly reported on data. For more information, see the online Help and Chapter 4, “Predefined report templates”.

● Generating an ad hoc query. This allows you to select historical, minute-by-minute state and activity data during a given time interval for a specified day.

2.2.6 Report scheduling

Real-Time, Cumulative, and Activity reports are generated immediately. Historical reports have three scheduling options: run the report immediately, run the report once only at a specified date and time, or run the report on a regular basis. For more information, see the online Help.

2.2.7 Visual presentation of data

Data is presented in a table of statistics and/or a bar chart format. Data is mainly presented as a table of statistics (for an example, see Figure 3-3 on page 3-4). For Real-Time and Cumulative reports, you have the option of presenting selected statistics either in a table, bar chart, or both (for an example, see Figure 3-4 on page 3-6). You can only select one statistic at a time to see as a bar chart.

For a list of the statistics that can be presented as a bar chart format, see Section 6.6, “Bar chart-eligible statistics”, on page 6-39.


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2.2.8 Output format

For all of the reports, you can immediately view online, print, or save to a file in the format of Excel, HTML, PDF, or CSV. Additionally, for Historical reports, you can schedule both the print job and save to file. For Real-Time or Cumulative reports, you can create a specific report view. For more information, see the online Help.

2.2.9 Time and date range

There are several options for the time and date range reported on, as listed in the table. For more information, see the specific report description in this manual or the online Help.

2.2.10 Thresholds and alarms

Real-Time and Cumulative reports have an alarm mechanism to alert you to key column values in the report. The alarm mechanism lets you set thresholds on particular columns in the report. When the threshold is exceeded, a visible or audible alarm draws your attention to that column value. You can set up to three different thresholds on a column for low, medium, and high levels. Alarm actions include color highlighting in the report and playing a .wav file.

>You can only set alarms on the columns in a report that contain threshold-eligible statistics. For a complete list of columns that you can set alarms on, see Section 6.7, “Threshold-eligible and alarm-eligible statistics”, on page 6-41.



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Nur für den internen Gebrauch Report typesUnderstanding Real-Time reports

3 Report types

This chapter provides information on the four main report types available in the Manager application’s Report Center. Within these report types, you can generate a new report or use a predefined report template. The following topics provide basic descriptions for each report type:

● Understanding Real-Time reports

● Understanding Historical reports

● Understanding Cumulative reports

● Understanding Activity reports

3.1 Understanding Real-Time reports

If you are interested in the minute-to-minute status of a resource, you can use a Real-Time report. Real-Time reports are monitoring views you can use to track critical statistics and status details. Column values are continually updated, and you can make use of visible or audible alarms to draw your attention to certain conditions.

For example, a key piece of information in a Contact Center is the number of contacts currently waiting in queue. If you wanted to monitor contacts waiting at the queue level, you could use a Queue Real-Time report:

Figure 3-1 Sample Queue Real-Time report

>The report features and data available to you may be affected by:

● HiPath ProCenter configuration and permission settings

● Reporting level (see Section 2.2.2, “About the reporting level”, on page 2-4)

● Resources for which you have been assigned monitoring permission

● Statistics and options you include when setting the report options

● Media (Voice, E-mail, Callback)


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Understanding Real-Time reports

This report shows current contact waiting totals for a set of queues. Details for each queue include:

● The number of contacts waiting in that queue

● The current service level based on the last 24 contacts and an estimated service level

● The estimated time that a contact received will wait before being answered

The highlighting on the Contacts: In Queue column is an alarm mechanism that provides a visible or audible alarm to problem situations. Each Real-Time report subtype provides a set of columns for which you can set alarms. When setting up a report, you can define up to three different thresholds on a particular column. A different alarm can be displayed or sounded whenever each threshold value is exceeded.

In addition to highlighting, a number of other visible or audible alarms are available.

The sample report shows an alarm on the Contacts: In Queue column. In a real life situation, this might mean nothing more than an unusually busy day. You might use this information to take immediate action—have more users become available, for example.

Alternatively, you may want to use the Group Real-Time report as the first step in tracking down a problem. If you wanted more detail on what was going on with a problem queue, you could generate a User Real-Time report on users associated with that queue:

Figure 3-2 Sample User Real-Time report

This report includes a chart. The chart consists of a bar graph representation of one statistic at the top of the report. When you create a Real-Time report, you have the option of including tabular information, chart information, or both.


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Nur für den internen Gebrauch Report typesUnderstanding Real-Time reports

In the context of the problems illustrated in the sample Queue Real-Time report, the most useful information in the User Real-Time report, is the user state information. You might be interested in users who are showing lengthy times in Unavailable state. Or in the case of users currently in Work state, length of the current call wrap-up may indicate a problem. In general, information in Real-Time reports can be helpful in identifying the following requirements and problems:

● Additional staffing

● User training

● Queuing bottlenecks

● Configuration changes such as reallocation of users among groups

When creating a Real-Time report, you can choose the specific columns that will appear in your report. If you are using group-based routing, you can generate Real-Time reports against users, groups, queues, callbacks, and contacts currently in queue. If you are using skills-based routing, you can generate Real-Time reports against users, virtual groups, callbacks, queues and aggregates, and contacts currently in queue.

Real-Time reports can be printed and exported to a number of common file formats. Lastly, as reports intended to be used online, Real-Time reports cannot be scheduled.

For more information, see:

● Section 6.3, “Real-Time report statistics”, on page 6-1




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Understanding Historical reports

3.2 Understanding Historical reports

Historical reports summarize the performance or activities of supported elements over a specific period of time:

Figure 3-3 Sample User Historical report

If you are using group-based routing, the elements you can report on in a Historical report are users, groups, queues, callbacks, destinations, and Wrap-up reasons. If you are using skills-based routing, the elements you can report on in a Historical report are users, virtual groups, callbacks, queues and aggregates, destinations and Wrap-up reasons.

While common ranges for reports are daily, weekly and monthly, you can also specify custom ranges. Within the range for a report, you can further break down the statistics for display by specified intervals. Available intervals for the available ranges are as follows:

● Daily reports can display statistics in hourly or 15-minute intervals

● Weekly reports can display statistics in daily, hourly or 15-minute intervals

● Monthly reports can display statistics in weekly, daily, hourly or 15-minute intervals

● Custom reports can display statistics in intervals that vary according to the range you define

The report shown in Figure 3-3 on page 3-4 is a daily report broken down into hourly intervals. While that report contains only tabular data, Historical reports can also include a chart for a single statistic.


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Nur für den internen Gebrauch Report typesUnderstanding Cumulative reports

You can also restrict reports to cover only a specified part of the day. For example, you might run daily reports five days per week. You could restrict these reports to displaying statistics only for times between 9:00 A.M. and 5:00 P.M.

Historical reports also provide scheduling options that specify when reports are to run. Historical reports have three scheduling options: run the report immediately, run the report once only at a specified date and time, or run the report on a regular basis. If you choose to run a report on a regular basis, you can also specify the frequency, such as:

● Daily at a specified time, and on specified days of the week

● Weekly at a specified time on a particular day of the week

● Monthly at a specified time on a particular date

Historical reports are commonly used to evaluate or assess:

● Contact center performance

● Productivity of individual queues and users

● Configuration efficiency


● Section 6.4, “Cumulative and Historical statistics”, on page 6-10


3.3 Understanding Cumulative reports

Cumulative reports combine the “current status” benefits of Real-Time reports with the detailed statistics and rollup availability of Historical reports. Cumulative reports contain accumulated statistical summaries for the current day. In terms of available columns or statistics, Cumulative reports are identical to Historical reports. The key differences are:

● Cumulative reports are online reports and are intended to be used as such.

● Cumulative reports cover periods within the last 24 hours.

● Like Historical reports, Cumulative reports contain tabular data and charting of a single statistic. Unlike Historical reports, however, the charted statistic can include a trend line that lets you compare current day intervals with the same intervals from the previous day or the same day last week. Figure 3-4 shows a Cumulative report that shows charted information only.

● Statistics accumulate as the day progresses.

● A new current interval is added to the report each time the site-specified 15-minute or hourly interval expires. Displayed statistics for the current interval, tabular and charted, are refreshed with new values at configurable intervals.



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Understanding Activity reports

● Cumulative reports cannot be scheduled.

Figure 3-4 Sample Queue Cumulative Report

The Cumulative reports mechanism is designed to provide flexible, multi-purpose reporting that complements Historical and Real-Time reports. On a daily basis, you might use a report such as the one shown in Figure 3-4 to monitor Contact Center performance since start of shift or to keep running totals. For example, you might want to track actual performance statistics against projected or forecasted values. On a less frequent basis, you can create complex, one time only reports with a minimum of effort.

In addition to keeping running totals, a key benefit of a Cumulative report is the use of the trend information to help with forecasting. The trend line is based on information collected for the previous day or the same day last week, and is present whenever you open the report. Tracking the current day’s statistics against the selected trend, might alert you to upcoming problems. You may have to change staffing levels to accommodate anticipated volume fluctuations predicted by the trend line.

As an online report, the user interface provides viewing options such as showing or hiding levels of detail, and the ability to change views. Lastly, you can print or export the online report.


● Section 6.4, “Cumulative and Historical statistics”, on page 6-10


3.4 Understanding Activity reports

Activity reports are useful if you need historical, minute-by-minute state and activity data on a given user for a particular interval or on a contact or contacts from a given source for the current day. You might, for example, be interested in the activities of an agent during a specific interval, or need specific details on how a particular contact was handled. Specifically, you can use an Activity report to view:

● A step-by-step history of user state and handling state changes for a user over a given interval


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Nur für den internen Gebrauch Report typesUnderstanding Activity reports

● A step-by-step history of handling state changes for all e-mail or voice contacts from a particular source over a given interval

The following is an example of an Activity report on a single user for a specified date.

Figure 3-5 Sample User Activity report

You would use this type of report to investigate minute-by-minute user actions. With respect to sources, if you had a customer complaining about excessive hold time or queue time on a particular contact, you could use an Activity report to provide specific details on that contact.

There are three types of Activity reports you can generate:

● User Activity Report

● Source Activity Report

● Scheduled Callback List

User and Source Activity Reports provide historical, minute-by-minute state and activity data during a specified time interval for a specified day. Scheduled Callback Lists provide a list of the callbacks scheduled for the Contact Center.

>User Activity reports are only available if your site has a Restricted Reporting Level of Full. For information on Restricted Reporting Level, see the online Help.



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Understanding Activity reports


● Section 6.5, “Statistics available in Activity reports”, on page 6-35



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Nur für den internen Gebrauch Predefined report templates

4 Predefined report templates

The HiPath ProCenter Manager application provides a set of predefined report definitions that contain the most commonly reported on data. You may find these templates useful in tracking problems, evaluating the efficiency of your Contact Center or individual resources, or optimizing your configuration. You can use these reports as they are, or make copies of them and modify the definition to meet your requirements.

Resource Report Type

Real-Time Cumulative Historical

Users ● User Status Report

● User Summary Cumulative Report

● User Summary Report

● User Performance Report

● User Resolution Report

Groups ● Group Status Report

● Group Summary Cumulative Report

● Group Summary Report

Contacts ● Active Contacts Report

● n/a ● n/a

Callbacks ● Active Callbacks Report

● Callback Summary Cumulative Report

● Callback Summary Historical Report

Queues ● Queue Status Report

● Queue Summary Cumulative Report

● Queue Abandoned Contacts Profile Report

● Queue Answered Contacts Profile Report

● Queue Summary Report

Destinations ● n/a ● n/a ● Destination Report

Wrap-up Reasons

● n/a ● n/a ● User Wrap-up Reason Report

Table 4-1 Predefined reports by resource and report type


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User Status (Real-Time) Report

4.1 User Status (Real-Time) Report

A User Status Report provides live state information on one or more users. In addition to showing the current state of each user, this report shows how long the user has been in that state and in the case of Unavailable and Work states, the site-defined reason that the user provided for being in that state.

Figure 4-1 Sample User Status Report

For detailed information about:

● the full list of columns available, see the HiPath ProCenter Manager application

● column descriptions, see Section 6.3.1, “User Real-Time statistics”, on page 6-2.

On the level of the individual user, this report is commonly used to investigate problems such as lengthy times spent in Talking state or in Work state wrapping up a contact. At the level of the department or group, it can be used to assess the readiness of the group or department to handle the current workload.

>Notes about the table:

● If the predefined report you want is not listed, then you can create your own report definition. For more information, see the online help.

● Throughout this chapter, you will see “Real-Time”, “Cumulative”, and “Historical” embedded in the report names. This is to help you identify similarly-named reports.


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Nur für den internen Gebrauch Predefined report templatesGroup Status (Real-Time) Report

4.1.1 Related reports

For an indication of a user's performance over a particular time period see the following:

● Section 4.10, “User Summary (Historical) Report”, on page 4-10

● Section 4.6, “User Summary Cumulative Report”, on page 4-6

● Section 4.11, “User Performance (Historical) Report”, on page 4-11

4.2 Group Status (Real-Time) Report

A Group Status Report provides live workload information for one or more groups.

Figure 4-2 Sample Group Status Report



● column descriptions, see Section 6.3.2, “Group Real-Time statistics”, on page 6-4.

This report is most commonly used to assess how the group is handling the current workload. The pending workload is shown by the contacts in queue values while the ability to handle the workload is shown by the logged on and available user values.



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Active Contacts (Real-Time) Report


If this report indicates problems, see the following reports for more information:

● Section 4.1, “User Status (Real-Time) Report”, on page 4-2 provides additional information on the current work state of individual users.

● Section 4.13, “Group Summary (Historical) Report”, on page 4-12

● Section 4.7, “Group Summary Cumulative Report”, on page 4-7 provides information on a group's performance over a particular time period.

4.3 Active Contacts (Real-Time) Report

The Active Contacts Report is a Real-Time report that provides live information on contacts that are currently in queue.

Figure 4-3 Sample Active Contacts Report



● column descriptions, see Section 6.3.4, “Contact Real-Time statistics”, on page 6-8.

This report is most commonly used to asses the current outstanding workload across a number of queues. Since it reports on outstanding contacts only, it can help you isolate particular queues or groups that are not keeping up with the current workload.



● Section 4.5, “Queue Status (Real-Time) Report”, on page 4-5 provides live information and shift statistics on the workload of individual queues.


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● Section 4.2, “Group Status (Real-Time) Report”, on page 4-3 provides an indication of current workload of a group and its ability to handle the workload.

4.4 Active Callbacks (Real-Time) Report

The Active Callbacks Report is a Real-Time report that provides live information on callbacks that are currently in queue.

It is most commonly used to asses the current outstanding callbacks across a number of callback queues. Since it reports on outstanding callbacks only, it can help you isolate particular queues or groups that are not keeping up with the current callback workload.



● “Queue Status (Real-Time) Report” on page 5 provides live information and shift statistics on the workload of individual callback queues.

● “Group Status (Real-Time) Report” on page 3 provides an indication of current workload of a group and its ability to handle the callback workload.

4.5 Queue Status (Real-Time) Report

The Queue Status Report contains both live information and statistics gathered since the start of the current shift. It provides performance statistics for a queue.

Figure 4-4 Sample Queue Status Report



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User Summary Cumulative Report



● column descriptions, see Section 6.3.3, “Queue Real-Time statistics”, on page 6-5.

This report is most commonly used to assess how well the workload for a queue is being handled. The key indicators of current workload handling are the current and estimated service level, average wait times, and the contacts in queue value. The contacts answered and contacts received values give an indication of the workload since the start of the current shift.



● Section 4.2, “Group Status (Real-Time) Report”, on page 4-3 has current status information on individual groups.

● Section 4.9, “Queue Summary Cumulative Report”, on page 4-9 provides information on a queue's performance over a particular time period.

● Section 4.17, “Queue Summary (Historical) Report”, on page 4-17

4.6 User Summary Cumulative Report

The User Summary Cumulative Report provides a recent profile on contacts offered to individual users.

Figure 4-5 Sample User Summary Cumulative Report


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● column descriptions and columns eligible for charting, see Section 6.4.1, “User Cumulative and Historical statistics”, on page 6-10.

Use this report to assess user performance. In addition to inspecting basic count totals such as contacts offered and contacts handled, this report includes additional breakdown details that let you:

● Compare the number of HiPath ProCenter-routed contacts handled with the number of contacts handled that were not routed by HiPath ProCenter.

● Compare the time users have spent in Available state with those who have been in Work or Unavailable state to determine how many more contacts might be handled.

● Inspect average time spent handling contacts and wrapping up contacts.

Comparing statistics for several users can help you determine which users may need additional training in handling contacts.


For additional information on user performance, see Section 4.11, “User Performance (Historical) Report”, on page 4-11.

4.7 Group Summary Cumulative Report

The Group Summary Cumulative Report provides a summary of received contacts for a group.

Figure 4-6 Sample Group Summary Cumulative Report



● column descriptions, see Section 6.4.2, “Group Historical and Cumulative statistics”, on page 6-21.



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Callback Summary Cumulative Report

This report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows:

● The contacts offered and contacts received statistics are an indicator of how efficiently the group is handling contacts.

● The primary contacts received and overflow contacts received statistics can be used to verify or diagnose effectiveness of the configuration of queues that use this group as an overflow group.

Across a set of groups, this report can be used to compare contact handling requirements.



● Section 4.17, “Queue Summary (Historical) Report”, on page 4-17 - If the number of contacts overflowing into a group is an issue, this report can provide more information on the queue this group is part of.

● Section 4.12, “User Resolution (Historical) Report”, on page 4-12 - If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

4.8 Callback Summary Cumulative Report

The Callback Summary Cumulative Report provides a recent summary of callbacks handled by the Contact Center. This report is used primarily to provide a profile of callbacks within the Contact Center and consists largely of count statistics, such as the number of successful and unsuccessful callbacks.



● Section 4.17, “Queue Summary (Historical) Report”, on page 4-17 can provide detailed information on the callback queues.

● Section 4.12, “User Resolution (Historical) Report”, on page 4-12 can provide detailed resolution statistics by user.


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Nur für den internen Gebrauch Predefined report templatesQueue Summary Cumulative Report

4.9 Queue Summary Cumulative Report

The Queue Summary Cumulative Report summarizes contact handling efficiency for individual queues. It provides both data on contact dispositions (received, answered, redirected, for example) as well as calculated statistics such as abandon rate, service level, and average wait times.

Figure 4-7 Sample Queue Summary Cumulative Report



● column descriptions, see Section 6.4.4, “Queue Cumulative and Historical statistics”, on page 6-27.

The key indicators in this report are the average wait time and service level values. They provide a high-level summary of how well contacts arriving in this queue are handled, including information such as:

● How long customers are waiting before being answered by a user.

● The percentage of contacts being answered within the site-defined service level, depending on the selected service level formula.

The most common cause of unfavorable values in the key indicators in this report is the number of users of the primary group associated with the queue. Another contributor to poor values in the report is the overflow interval defined for the queue.


If this report indicates problems, see the Section 4.13, “Group Summary (Historical) Report”, on page 4-12 which provides contacts handled and contacts offered statistics, as well as a primary and overflow breakdown of contacts received.



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User Summary (Historical) Report

4.10 User Summary (Historical) Report

The User Summary Report is a Historical report that provides a profile on contacts offered to individual users.

Figure 4-8 Sample User Summary Report



● column descriptions, see Section 6.4.1, “User Cumulative and Historical statistics”, on page 6-10.

This report is most commonly used to assess how a user is handling offered contacts. In addition to letting you inspect basic count totals such as contacts offered, contacts handled, held contacts, and abandoned contacts, this report includes additional breakdown details that let you:

● Compare the number of HiPath ProCenter-routed contacts handled with the number of contacts handled that were not routed by HiPath ProCenter.

● Inspect the average time spent handling contacts and wrapping up contacts.

Comparing statistics for several users can help you isolate users that may need additional training in handling contacts.


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Nur für den internen Gebrauch Predefined report templatesUser Performance (Historical) Report


For additional information on user performance, see Section 4.11, “User Performance (Historical) Report”, on page 4-11.

4.11 User Performance (Historical) Report

The User Performance Report provides a breakdown of time spent in various activities by individual users.

Figure 4-9 Sample User Performance Report




This report is most commonly used to assess how well a user is spending their time. In addition to letting you inspect statistics such as total logged on time and the average time spent handling contacts, this report lets you:

● Compare time spent handling HiPath ProCenter-routed contacts with time spent on contacts not routed by HiPath ProCenter.

● Compare time spent in Unavailable and Work states with time spent handling contacts and time spent in Available state.



● Section 4.6, “User Summary Cumulative Report”, on page 4-6

● Section 4.10, “User Summary (Historical) Report”, on page 4-10.



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User Resolution (Historical) Report

4.12 User Resolution (Historical) Report

The User Resolution Report is a Historical report that provides a high-level profile of final dispositions for contacts received by individual users.

Figure 4-10 Sample User Resolution Report




This report is commonly used to view high-level contact results for individual users. Across several users, it can be used to compare contact-handling efficiency. For individual users, it can be used as the first step in diagnosing problems.



● Section 4.6, “User Summary Cumulative Report”, on page 4-6 provides additional contact-handling statistics.

● Section 4.10, “User Summary (Historical) Report”, on page 4-10 provides additional contact-handling statistics.

● Section 4.11, “User Performance (Historical) Report”, on page 4-11 provides a breakdown of time spent in various activities.

4.13 Group Summary (Historical) Report

The Group Summary Report is a Historical report that provides a summary of received contacts for a group.


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Nur für den internen Gebrauch Predefined report templatesGroup Summary (Historical) Report

Figure 4-11 Sample Group Summary Report



● column descriptions, see Section 6.4.2, “Group Historical and Cumulative statistics”, on page 6-21.

This report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows:

● The contacts received and contacts offered statistics are an indicator of how efficiently the group is handling contacts.

● The primary contacts received and overflow contacts received statistics can be used to verify or diagnose effectiveness of the configuration of queues that use this group as an overflow group.

Across a set of groups, this report can be used to compare contact handling requirements.



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Callback Summary Historical Report



● Section 4.17, “Queue Summary (Historical) Report”, on page 4-17 - If the number of contacts overflowing into a group is an issue, this report provides more information on the queue this group is part of.

● Section 4.12, “User Resolution (Historical) Report”, on page 4-12 - If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

4.14 Callback Summary Historical Report

The Callback Summary Historical Report provides a summary of callbacks handled by the Contact Center.

This report is used primarily to provide a profile of callbacks within the Contact Center and consists largely of count statistics, such as the number of successful and unsuccessful callbacks.



● Section 4.17, “Queue Summary (Historical) Report”, on page 4-17 can provide detailed information on the callback queues.

● Section 4.12, “User Resolution (Historical) Report”, on page 4-12 can provide detailed resolution statistics by user.

4.15 Queue Abandoned Contacts Profile (Historical) Report

The Queue Abandoned Contacts Profile Report is a Historical report that provides details on contacts abandoned by the customer before a user answered the contact, on a queue-by-queue basis.


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Nur für den internen Gebrauch Predefined report templatesQueue Abandoned Contacts Profile (Historical) Report

Figure 4-12 Sample Queue Abandoned Contacts Profile Report




This report is most commonly used to isolate causes of high abandon rates in individual queues. If the abandon rate for a queue is unacceptably high, the other columns in the report provide a complete profile you can use to find the cause.

The report has simple count statistics such as contacts received and abandoned. It also has derived information and an interval breakdown:

● The average time a customer waits before abandoning a contact can be used as the target maximum time that a contact should wait in queue. You should compare this value to the overflow time intervals in your queue configurations.

● The breakdown of contacts abandoned within the queue report intervals complements the average wait time. The least unfavorable breakdown would show abandon counts increasing as you move from the first interval to the fifth interval. Note however, that many contacts abandoning in the first interval could simply be calls to the wrong number. If the count peaks prior to the fifth interval, this could be an indication of a problem with the queue processing flow.

The most common solution to high abandon rates is reducing wait time. This can be done though staffing or through reconfiguration. Staffing changes can include increasing the number of agents available in groups. Configuration items that can contribute to long wait times include the overflow intervals defined for a queue and the number of overflow groups eligible to handle contacts for that queue.



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Queue Answered Contacts Profile (Historical) Report



● Section 4.13, “Group Summary (Historical) Report”, on page 4-12 can provide more information on contacts overflowing from the primary group set up for a queue.

● Section 4.11, “User Performance (Historical) Report”, on page 4-11 can provide information on average handling times for users in groups associated with a queue.

4.16 Queue Answered Contacts Profile (Historical) Report

The Queue Answered Contacts Profile Report is a Historical report that provides a profile of answered contacts, on a queue-by-queue basis.

Figure 4-13 Sample Queue Answered Contacts Report




This report is used primarily to evaluate how efficiently contacts are being handled. Derived statistics include the average time that customers wait before their contacts are answered and the percentage of contacts answered within the site-defined service level interval. These are key indicators in evaluating contact-handling efficiency for a queue.

Supporting information includes the following count statistics:

● Raw count information as all contacts received and all contacts answered.

● A breakdown of contacts answered within the queue report intervals. Most favorable is a situation in which the majority of contacts are answered in early intervals.


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Nur für den internen Gebrauch Predefined report templatesQueue Summary (Historical) Report

4.17 Queue Summary (Historical) Report

The Queue Summary Report is a Historical report that summarizes contact handling efficiency for individual queues. It provides both raw count information on contact dispositions (received, answered, redirected, for example) as well as derived statistics such as abandon rate, service level, and average wait times.

Figure 4-14 Sample Queue Summary Report




The key indicators in this report are the average wait time, service level, and abandoned rate values. They provide a high-level summary of how well contacts arriving in this queue are handled:

● How long customers are waiting before being answered by a user.

● The percentage of contacts being answered within the site-defined service level.

● The percentage of contacts in which the customer terminates the contact before being answered.

The most common cause of unfavorable values in the key indicators in this report is the staffing level of the primary group associated with the queue. Another contributor is the overflow interval defined for the queue.



● Section 4.15, “Queue Abandoned Contacts Profile (Historical) Report”, on page 4-14 provides detailed information on abandoned contacts.



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Destination (Historical) Report

● Section 4.13, “Group Summary (Historical) Report”, on page 4-12 provides contacts handled and contacts offered statistics as well as a primary and overflow breakdown of contacts received.

4.18 Destination (Historical) Report

The Destination Report is a Historical report that provides a summary of activities on particular destinations.

Figure 4-15 Sample Destination Report



● column descriptions, see Section 6.4.5, “Destination Historical and Cumulative statistics”, on page 6-31.

In general, this report is most commonly used to provide a very high level look at contact results for a particular destination. Specific examples include:

● Inspecting activity on a permanent DNIS such as a product support line, over a specific time interval to evaluate contact-handling efficiency.

● Providing a complete summary for a DNIS set up specifically for a particular campaign.

● For service bureaus, compiling statistics for billing purposes.



● Section 4.11, “User Performance (Historical) Report”, on page 4-11, run against users associated with the destination can provide additional information contacts offered to users.


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Nur für den internen Gebrauch Predefined report templatesUser Wrap-up Reason (Historical) Report

● Section 4.15, “Queue Abandoned Contacts Profile (Historical) Report”, on page 4-14 can provide information useful in finding the causes of high abandoned contact rates.

4.19 User Wrap-up Reason (Historical) Report

The User Wrap-up Reason Report is a Historical report that provides a short summary on the use of site-defined Wrap-up reasons. The use count for each defined reason is provided.

Figure 4-16 Sample User Wrap-up Report



● column descriptions, see Section 6.4.6, “User Wrap-up statistics”, on page 6-34.

Wrap-up reasons are site-specific and can be set up for purposes ranging from the generic, such as recording a simple contact disposition, to the highly specific, such as recording results of contacts associated with a particular campaign. For example:

● Made a sale.

● Provided product support.

● Updated customer record.

This report can be used to provide administrators and supervisors with a high-level summary of the key areas of concentration or contact results.



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User Wrap-up Reason (Historical) Report


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Nur für den internen Gebrauch Report reconciliationReconciling reports

5 Report reconciliation

The chapter provides information you will need when interpreting your report, whether your report has been generated from a new report definition or a predefined report template. If you require information about specific statistics, see Chapter 6, “Statistics available in reports”.

5.1 Reconciling reports

When you are reconciling reports, consider the following points:

● Historical reports. In Historical reports that include 15-minute or hourly interval breakdowns, if there is no data for an interval, that interval will not be included in the report. For example, if there are only all-zero statistics for the 3:00 to 4:00 interval, that interval will not be displayed in the report.

● Contacts in a Queue interval. The number of contacts received by a queue for a given interval may not equal the number of calls offered to associated users during the same interval. For example, a contact that is transferred from one user to another will be pegged as two calls offered to users but only one contact received at the queue level.

For a given interval in a Queue or Destination report, the number of contacts received may not equal the sum of processing/final disposition statistics. The general rule is:

Received = Answered + Abandoned + Redirected

However, a call received in one interval may not be fully resolved until sometime in a later interval. An interval might show one call received and zero for answered, abandoned, and redirected statistics. The next interval might show one call answered and zero received.

Also, a call reserved for a user and subsequently answered by that user, can cause discrepancies between statistics in Queue Real-Time reports and statistics in Queue Cumulative or Historical reports. In a Real-Time report, the call is pegged as redirected while in the Cumulative or Historical report, the call is pegged as answered.

● User reports. Similar to the point in Contacts in a Queue Interval, a similar situation exists in reports on users, where the general rule is:

Offered = Handled + Abandoned + Routed Not Handled

● Conferencing statistics. Detailed statistics on conferencing are not available. However, as conference calls always begin with a consultation, the conferenced count is a subset of the consulted count.


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Reconciling reports

● Wait time statistics—the Include Time Before Enqueue option. For wait time statistics, the starting point for the wait time depends on the value of the site-defined Include Time Before Enqueue value. If Include Time Before Enqueue is not enabled, wait time starts when the contact is first enqueued to wait for a user. If Include Time Before Enqueue is enabled, wait time starts when the contact arrives at the first monitored resource.

Wait time statistics in a Queue Historical or Queue Cumulative report include items such as average answered wait time, maximum abandon wait time, and average redirected wait time. Since the final disposition (answered, abandoned, redirected) is not pegged until the contact completes, differences can be caused by contacts that cross interval boundaries.

● Wait time. The time a contact spends waiting for a reserved user is included in the total wait time. Depending on how the service level calculation and service level intervals are configured in the Manager application, this wait time could impact the service level.

● Statistics for a deleted resource. If you delete a resource, you will no longer be able to report on that resource.

● Impact of media. The columns and categories that you are allowed to select are the allowable columns for that report type, resource, media, and other parameters. Where noted in Chapter 6, “Statistics available in reports”, some statistics only apply to certain media, or have slightly different descriptions among the media (Voice, E-mail, or Callback).

● Manager formulas. Some statistics are derived from one of the formulas in the Manager application. The formula is noted in the specific statistic description in Chapter 6, “Statistics available in reports” and also in the online Help.

● Weighted averages. Generally, statistical averages are “weighted”. A weighted average takes into account the proportional relevance of each component, rather than treating each component equally. This means that, for example, if the last 24 contacts that waited in the queue were averaged to determine the average wait time, that the most recent contacts would be given a heavier weighting in the calculation of the average.

● Upgrading issues. If you have recently upgraded your HiPath ProCenter system, know that some of the statistical data may not be carried over to the new system. These statistics are no longer available because they have either been removed or changed, or the database has changed. In either case, the affected statistics will not appear in your new reports. The affected statistics are generally those found in Historical reports, primarily the user, queue, and destination reports.

● Delayed statistics for activity reports. The statistics for activity reports are available only after the activity is completed—for example, when a phone call is disconnected or the current user state has changed. In addition, the system requires a 15-minute delay so the statistics can be written to the Reporting Database.

● Service level calculations. Depending on how the service level calculation and service level intervals are configured in the Manager application, in some instances the service level can increase in the absence of actual service level improvements. For example, if the


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Nur für den internen Gebrauch Report reconciliationReconciling reports

contact is answered by a user—not the user it was reserved for, but another user—within the service level intervals, the service level can increase. In another example, even if the contact is abandoned, depending on the service level formula used, again the service level can increase.

● The Include system suspended contacts option affects the wait time and queue calculations. For example, if an e-mail is received at 11:00 P.M. when the Contact Center is closed and then when the Contact Center reopens at 8:00 A.M., the e-mail is assigned to a user and handled right away, the wait time could be two different values. If the Include system suspended contacts option is selected, the wait time is 9 hours. If the option is not selected, the wait time is 0 hours. The two different wait times affect the service level of the Contact Center and other related statistics accordingly. For more information, see the online Help.


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Nur für den internen Gebrauch Statistics available in reportsLocating your report statistics

6 Statistics available in reports

This chapter provides descriptions of the statistics that are available in reports. It also lists the statistics that can be presented in a bar chart format, as well as those statistics for which you can set thresholds and alarms.

6.1 Locating your report statistics

All of the statistics for all of the reports are listed in this chapter. The statistics are listed in tables according to the resource (for example, user) and report type (for example, Real-Time). The statistics for any report—whether a predefined report or a new report definition—can be found by locating the resource and report type. If you have not yet generated a report and want to know the statistics available in a specific report, check the columns available for the report in the Manager application’s Report Center.

6.2 Understanding the statistics

The following information is useful when interpreting statistics:

● Cumulative and historical statistics. Cumulative and Historical reports for a specific resource use the same list of statistics, so they are presented in the same table. When understanding the description, consider the description within the context of being part of a Cumulative or Historical report.

● Column and category meaning. If the column has a category, the column and the category together can, in many cases, provide a cue as to the description of the statistic. For example, if the column is “overflowed” and the category is “contacts”, the definition is related to the number of contacts that have overflowed. In the report, the category appears as a heading.

● Report-related reconciliation information is provided in Section 5.1, “Reconciling reports”, on page 5-1.

● Terminology related to reports is also provided in Chapter 7, “Terminology”.

● Groups and Virtual Groups. If you are using skills-based routing, know that references to groups refer to virtual groups.

6.3 Real-Time report statistics

This section describes the statistics available in Real-Time reports:

● User Real-Time statistics

● Group Real-Time statistics


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Real-Time report statistics

● Queue Real-Time statistics

● Contact Real-Time statistics

6.3.1 User Real-Time statistics

The following table provides statistics and descriptions for User Real-Time reports:

Column Category Description

Associated Queue Name

n/a The name of the queue associated with the contact a user is currently handling.

Description n/a The description of the contact a user is currently handling. If the user is not currently handling a contact, or is handling a contact with no associated description, no value is displayed.

Extension n/a The phone extension to which the user is currently logged on. If the user is currently logged off, no value is displayed.

Group n/a For group-based routing only, the HiPath ProCenter group to which this user is assigned.

ID n/a The unique ID of the user, as defined in HiPath ProCenter.

Logged On Media n/a The name or names of the media to which the user is currently logged on.

Name n/a The name of the user, as defined in HiPath ProCenter.

Table 6-1 User Real-Time statistics


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Nur für den internen Gebrauch Statistics available in reportsReal-Time report statistics

Type Contact The type of contact that the user is currently handling. This column can have the following values: Routed Voice, Routed Callback, Routed E-mail, Direct Outbound E-mail, Direct Incoming Voice, Direct Outgoing Voice and Direct Internal Voice Contact (see Chapter 7, “Terminology”). The value is empty if the user is currently not handling any contact. If the user is handling more than one contact at the same time, then this value is the routed contact. If the user is handling more than one routed contact, then this value is the first routed contact that this user is handling.

Time Handling The amount of time that the user has been connected to the contact:

● For E-mail, it is the amount of time that the user spends handling routed e-mails. Handling does not include the amount of time that the user places e-mail contacts on Defer or External Consult state.

● For Callback, it is the amount of time that the user spends handling callback contacts.

This value is reset when the user disconnects from the contact (that is, completes the contact).

Current State The user's current HiPath ProCenter state: Talking, Processing, Holding, Consulting, Ringing, Dialling, Pending, Available, Unavailable, Work, Logged Off, or Other. See Chapter 7, “Terminology”.

Reason State The reason, defined in HiPath ProCenter, that the user chose when changing to Unavailable or Work state. This value does not exist for other states.





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6.3.1.1 Notes about User Real-Time statistics

1. When you are creating User Real-Time reports, you can exclude logged off users. For more information, see the online Help.

6.3.2 Group Real-Time statistics

The following table provides statistics and descriptions for Group Real-Time reports:

Time State The length of time that this user has been in the current state with the contact.


Name n/a The name of the group, as defined in HiPath ProCenter.

All Contacts Waiting The total number of contacts waiting for this group.

Overflow Contacts Waiting The number of contacts currently waiting for this group in a queue where this group is configured as the overflow group to handle the contacts.

Primary Contacts Waiting The number of contacts currently waiting for this group in a queue where this group is configured as the primary group to handle the contacts.

Available Users The number of users in this group who are currently logged on to HiPath ProCenter and are in Available state.

Handling Direct

Users The number of users in this group who are currently handling direct contacts.

Handling Routed

Users The number of users in this group who are currently handling routed contacts.

Logged On Users The number of users in this group who are currently logged on to HiPath ProCenter.

Unavailable Users The number of users in this group who are currently logged on to HiPath ProCenter and are in Unavailable state.

Working Users The number of users in this group who are currently logged on to HiPath ProCenter and are in Work state.

Table 6-2 Group Real-Time statistics




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6.3.3 Queue Real-Time statistics

The following table provides statistics and descriptions for Queue Real-Time reports:


Name n/a The name of this queue or aggregate, as defined in HiPath ProCenter.

Media Type n/a The media type for the selected queue or aggregate.

Abandoned Contacts The number of contacts routed to this queue since the start of shift that were abandoned. See also note 3 on page 6-7.

Answered Contacts The number of contacts routed to this queue since the start of shift that were answered. See also note 3 on page 6-7.

In Queue Contacts The number of contacts that are currently waiting in this queue. Specific states (Queued, Pending, Reserved, Unanswered, Media Suspended or IVR Suspended) that will be considered in queue depend on the Include ringing and unanswered contacts option selected. See also note 1 on page 6-7 and note 3 on page 6-7.

Overflowed Contacts The number of contacts currently waiting in this queue that have overflowed at least once while waiting in the queue. See also note 1 on page 6-7 and note 3 on page 6-7.

Received Contacts The number of contacts routed to this queue in the current shift. See also note 2 on page 6-7 and note 3 on page 6-7.

Redirected Contacts The number of contacts routed to this queue since the start of shift that left the queue, but were neither answered nor abandoned. This can include timed-out contacts, contacts forwarded to an unmonitored extension, contacts picked by an unmonitored extension, contacts dequeued while still being processed in a HiPath ProCenter flow, and contacts reserved for a particular user. See also note 3 on page 6-7.

Table 6-3 Queue Real-Time statistics



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Current Service Level The current service level for this queue or aggregate. The service level is calculated based on the last 24 contacts using a formula that is configured in the HiPath ProCenter Manager application. If the service level formula is changed while the system is running, only new contacts will use the new service level formula. This value is reset at the start of each site-defined shift. For information on the service level, see the online Help material on shifts and restart times.

Estimated Service Level The predicted service level of the queue or aggregate. It is based on the number of contacts that have been answered or abandoned within the service level threshold, using a formula that is configured in HiPath ProCenter.

Shift Service Level The service level based on all of the contacts received during the current shift.

Current Abandon Rate The weighted percentage of received contacts that were abandoned for this queue (or aggregate), based on the last 24 contacts routed to this queue.

Shift Abandon Rate The weighted percentage of received contacts that were abandoned for this queue (or aggregate), based on all of the contacts routed to this queue since the shift started.

Current Answered Rate The weighted percentage of received contacts that were answered for this queue (or aggregate), based on the last 24 contacts routed to this queue.

Shift Answered Rate The weighted percentage of received contacts that were answered for this queue (or aggregate), based on all of the contacts routed to this queue since the shift started.

Current Abandoned Average

Wait Time The average amount of time contacts waited in this queue before being abandoned. This calculation is based on the last 10 contacts that were queued for this queue and abandoned. Contacts which have been answered or redirected are not included in this calculation. See also note 3 on page 6-7.




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6.3.3.1 Notes about Queue Real-Time statistics

1. If the Include ringing and unanswered contacts option is selected, then this statistic includes contacts that are currently in pending or ringing state and unanswered. Otherwise, this statistic only includes queued and reserved contacts. For details, see the online Help material on setting reporting options for reports.

2. Reserving and releasing contacts using the Contacts Real-Time report reserve/release functionality does not impact the queue contacts statistics (that is, Received does not increment). For more information on reserving and releasing, see the online Help.

3. Please note that if you generate a report for an aggregate (which is a group of queues) instead of a single queue, this statistic reflects the combined queue values.

Current Answer Average

Wait Time The average amount of time contacts waited in this queue before being answered, based on the last 10 contacts. Contacts that were abandoned or redirected are not included in this calculation. See also note 3 on page 6-7.

Current Answer Estimated

Wait Time The estimated amount of time that contacts will spend in this queue before they are routed to a user. This estimate is based on the current number of contacts in the queue. See also note 3 on page 6-7.

Oldest Contact Wait Time The amount of time that the oldest contact has been waiting in this queue. See also note 3 on page 6-7.

Shift Abandon Average

Wait Time The average amount of time that contacts waited in this queue before being abandoned, based on the contacts that abandoned since the start of the current shift. Contacts which are answered or redirected are not included in this calculation. See also note 3 on page 6-7.

Shift Answer Average

Wait Time The average amount of time that contacts waited in this queue before being answered, based on the contacts that were answered since the start of the current shift. Contacts which are abandoned or redirected are not included in this calculation. See also note 3 on page 6-7.





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6.3.4 Contact Real-Time statistics

The following table provides statistics and descriptions for Contact Real-Time reports:


Description n/a The description of this contact.

Destination n/a The destination where the originating party sent the contact to:● For Voice, this is the number that the customer dialed.

Depending on the switch configuration, this could be the actual number that the customer has dialed or an internal pilot number that is mapped by the switch.

● For Callback, this is the phone number the originating user dialed to call back the customer.

● For E-mail, this is the e-mail destination to which the customer sent the e-mail.

Eligible Users n/a The number of users that are currently logged on to the media of this contact (regardless of their current state) and are eligible to handle this contact at this time.

Media Type n/a The media type of the contact.

Name n/a The name of the queue to which the contact was routed.

Source n/a The source where the contact was generated:

● For Voice, the source is the customer phone number (note that this is only available if ANI is enabled on the switch).

● For Callback, when the contact is created by a user, the source is the originating user.

● For E-mail, the source is the customer e-mail address.

Wait Time n/a The length of time that the contact waited in the HiPath ProCenter system. The starting point for the wait time depends on the value of the site-defined Include Time Before Enqueue value specified when setting the site's statistics options. If Include Time Before Enqueue is not enabled, wait time starts when the contact is first enqueued for a user. If Include Time Before Enqueue is enabled, wait time starts when the contact arrives at the first monitored resource. For details, see the online Help.

Current Priority The current priority of the contact.

Table 6-4 Contact Real-Time statistics


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6.3.5 Callback Real-Time statistics

The following table provides statistics and descriptions for Callback Real-Time reports:

Current State The current contact state: Processing, Queued, Media Suspended, IVR Suspended, Reserved, Pending, Unanswered, Handled, Deferred, or Externally Consulted E-mail.

Time State The length of time that the contact has been in its current state. This value resets every time a state changes.


Agent Attempt The name of the user that made the last callback attempt.

Count Attempt The number of callback attempts made.

Status Attempt The status of the last callback attempt made (for example, No Answer or Line Busy).

Creator Agent n/a The name of the user who created the callback. This applies only if the origin of the callback contact is the HiPath ProCenter Client Desktop.

Customer Name n/a The name of the customer to be called back.

Customer Number n/a The telephone number of the customer in the current callback attempt.

Description n/a The description associated with this scheduled callback contact.

Origin n/a The origin of the callback contact. This value could be: IVR, HiPath ProCenter Client Desktop, Web, Customer Abandoned or SDK.

Name Queue The name of the queue associated with this scheduled callback contact.

Table 6-5 Callback Real-Time statistics


Table 6-4 Contact Real-Time statistics



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Cumulative and Historical statistics

6.4 Cumulative and Historical statistics

This section describes the statistics available in Historical and Cumulative reports:

● User Cumulative and Historical statistics

● Group Historical and Cumulative statistics

● Queue Cumulative and Historical statistics

● Destination Historical and Cumulative statistics

● User Wrap-up statistics

Since Cumulative and Historical reports use the same statistics, they are presented in the same section. When understanding the definition, consider the definition within the context of being part of a Cumulative or Historical report.

6.4.1 User Cumulative and Historical statistics

The following table provides statistics and descriptions for User Cumulative and Historical reports:

Current State The current state of the callback contact: Processing, Queued, Media Suspended, IVR Suspended, Reserved, Pending, Handled, or Scheduled. See Chapter 7, “Terminology”.

Time State The total amount of time the contact was in this state. This value is reset every time the contact state changes.


First Logged on Medium

n/a The media type of the user’s first logon. If the user did not log on during this time period, then this value is empty.

First Logon n/a The timestamp of the user’s first logon. If the user did not log on during this time period, then this value is empty. See note 1 on page 6-20.

Table 6-6 User Cumulative and Historical statistics


Table 6-5 Callback Real-Time statistics


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ID n/a The unique ID of the user, as defined in HiPath ProCenter.

Last Logged off Medium

n/a The media type for the user’s last logoff time. If the user did not logoff during this time period, then this value is empty.

Last Logoff n/a The timestamp of the user’s last logoff. If the user did not logoff during this time period, then this value is empty.

Maximum Routed Handled Time

n/a The maximum amount of time this user spent handling a routed contact.

Name n/a The name of the user (or department or site, depending on the Restricted Reporting Level setting), as defined in HiPath ProCenter.

Routed Not Handled n/a The number of routed contacts that were offered to this user but handled by another user. See also note 2 on page 6-20.

Utilization n/a The percentage of the user's logged on time spent handling contacts. This value includes the time spent in Work. This could also include the time spent in Available state, depending on the value of the site-defined Include available time in utilization. See also the online Help material on calculating user statistics.

Direct Handled Average Time The average amount of time that the user spent handling direct contacts.

Direct Incoming Handled

Average Time The average amount of time that the user spent handling incoming direct contacts.

Direct Internal Handled

Average Time The average amount of time that the user spent handling internal direct contacts.

Direct Outgoing E-mail Handled

Average Time The average amount of time the user spent handling direct outbound e-mail contacts.

Direct Outgoing Handled

Average Time The average amount of time that the user spent handling outgoing direct contacts.

Handled Average Time The average amount of time that the user spent handling routed and direct contacts.





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Ring Average Time The average amount of time that this user's phone was ringing for routed voice and direct contacts.

Routed Consulted Out Average Time The average amount of time that the user spent consulting out contacts.

Routed Handled Average Time The average amount of time that the user spent handling routed contacts.

Routed Held Average Time The average amount of time that the user spent holding routed contacts.

Routed Processing Average Time The average amount of time the user spent in Processing state.

Routed Talked Average Time The average amount of time that the user spent in Talking state (connected or conferencing) with routed contacts.

Work Average Time The average amount of time the user spent in a Work state. Note that the average time is the elapsed time, not the total combined time of all the media.

All Handled The number of routed and direct contacts that this user handled.

Direct Handled The number of direct contacts that this user handled.

Direct Incoming Handled The number of direct incoming contacts that this user handled.

Direct Internal Handled The number of direct internal contacts that this user handled.

Direct Outbound E-mail

Handled The number of newly composed direct outbound e-mails that this user handled (composed).

Direct Outgoing Handled The number of outgoing direct contacts that this user handled.

Recalled Handled The number of deferred and externally consulted e-mail contacts that were recalled from this user.

Routed Handled The number of routed contacts that this user handled.




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Routed Other Handled The number of routed contacts that were handled by this user, but not directly routed to this user by HiPath ProCenter (consulted, transferred, forwarded, picked, and so on).

Routed Overflow Handled The number of routed contacts that were handled by this user, who is not a member of the primary group configured to handle these contacts.

Routed Primary Handled The number of routed contacts that were handled by this user, who is a member of the primary group configured to handle these contacts.

All Initiated The total number of routed and direct contacts that the user initiated.

Direct Initiated The number of direct outbound e-mail or voice contacts that this user initiated.

Direct E-mail Initiated The number of direct outbound e-mails that this user composed.

Direct Internal Initiated The number of direct internal voice contacts that this user initiated (dialled out).

Direct Outgoing Initiated The number of direct outgoing voice contacts that this user initiated (dialled out).

Routed Initiated The number of routed voice contacts that this user initiated.

All Offered The number of routed and direct contacts that were offered to this user.

Direct Offered The number of direct contacts that were offered to this user.

Reserved Offered The total number of contacts that were routed to a specific user as a result of a reserve action.





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Routed Offered The number of routed contacts that were offered to this user. This includes all contacts involving this user (Voice, E-mail or Callback assigned, consulted, transferred, forwarded, picked by, camped on, or parked at). It does not include routed contacts that were initiated by this user.

Routed Other Offered The number of routed contacts offered to the user that were not directly routed by HiPath ProCenter (for example, consulted, transferred, or forwarded).

Routed Overflow Offered The number of routed contacts that were offered to the user where the user was a member of an overflow group configured to handle the contact. This value only includes contacts directly routed to this user. It does not include contacts offered by other means (for example, consultation, transfer, or forwarded to and from the extension).

Routed Primary Offered The number of routed contacts that were offered to this user where the user was a member of the primary group configured to handle the contact. This value also includes the number of routed contacts that were offered to this user where the contacts were reserved for the user and the user was not a member of the primary group configured to handle the contact. This value includes contacts routed to this user, but not contacts offered by other means (consultation, transfer, or forwarded to the extension, for example).

Available Percent Time The percentage of logged-on time that the user spent in Available state.

Direct Handled Percent Time The percentage of logged-on time that the user spent handling direct contacts.


Percent Time The percentage of logged-on time that the user spent handling direct incoming contacts.




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Percent Time The percentage of logged-on time that the user spent handling direct internal contacts.

Direct Outbound E-mail Handled

Percent Time The percentage of logged-on time that the user spent handling direct outbound e-mail contacts.


Percent Time The percentage of logged-on time that the user spent handling direct outgoing contacts.

Handled Percent Time The percentage of logged-on time that the user spent handling routed and direct contacts.

Other Percent Time The percentage of logged-on time that the user spent in the Other state.

Ring Percent Time The percentage of logged-on time in which the user’s extension was ringing with both routed and direct calls.

Routed Handled Percent Time The percentage of logged-on time that the user spent handling routed contacts.

Unavailable Percent Time The percentage of logged-on time that the user spent in Unavailable state.

Work Percent Time The percentage of logged-on time that the user spent in Work state.

Consulted Out Routed The number of routed contacts that were handled and consulted out, for the period of time that exceeds the Hold Consult Threshold time at least once. If the user consults more than once during a single contact, the call is only counted once. Calls in which conferencing occurred are included in this value.

Deferred Routed The number of times the user deferred routed e-mail contacts. If the user defers the same e-mail more than once, every time the user defers the e-mail it is counted.





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E-mail Discarded Routed The number of routed e-mail contacts that were discarded by this user (including those noted in Silent Monitor or Training Mode). This data is a subset of Terminated Routed data and only relates to e-mail.

E-mail Externally Consulted Out

Routed The number of times the user consulted out to an external party (such as a subject matter expert) while handling routed e-mail contacts. If the user consulted externally for the same e-mail more than once, then every time the user consulted externally the e-mail is counted.

Held Routed The total number of HiPath ProCenter contacts (both primary and overflow) that the user placed on hold at least once. Note: If the user put the other party on hold more that once within the same contact, the call is only counted once.

Max Ringing Time Reached

Routed The total number of contacts routed to this user that have reached the maximum ringing time (or pending time for callback).

Overflow Held Routed The number of contacts that the user put on hold at least once, where the user was a member of the overflow group to handle the contact. If the contact is put on hold more than once, it is still counted as just one. This value does not apply to e-mail.

Primary Held Routed The number of contacts that the user put on hold at least once, where the user was a member of the primary group to handle the contact. If the contact is put on hold more than once, it is counted as just one. This value does not apply to e-mail.

Requeued Routed The number of routed contacts that this user transferred to another queue. E-mail contacts that are requeued because of Silent Monitor or Training Mode are excluded.




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Terminated Routed The number of routed contacts handled by this user that were completed by the user without being transferred or requeued. It also includes discarded and replied to e-mails. E-mail contacts that get requeued as a result of Silent Monitor or Training Mode are also deemed terminated, even though they are not terminated but transferred to the supervisor.

Transferred Out Routed The number of routed contacts that this user has transferred out to another device (non-pilot number):● For Voice and Callback, this includes

contacts picked from (while holding), parked to another extension, and camped to another extension.

● For E-mail, this includes routed e-mails forwarded to another Contact Center user and routed e-mails transferred out to a non-Contact Center user.

All Routed Ringing Abandon

The total number of routed contacts (both primary and overflow) that were abandoned at this user's phone or desktop.

Overflow Routed Ringing Abandon

The number of routed contacts that were abandoned at this user's phone or desktop where this user was not a member of the primary group configured to handle these contacts.

Primary Routed Ringing Abandon

The number of routed contacts that were abandoned at this user's phone or desktop, where this user was a member of the primary group configured to handle this contact.





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Available Total Time The total amount of time the user spent in Available state and also idle while logged on. This statistical data represents the elapsed time of available state, not the total for all media available time. For example, if the user was logged on to Voice and E-mail and was available for 10 minutes, then the total available time is 10 minutes.

Direct E-mail Outbound Handled

Total Time The total amount of time the user spent handling direct outbound e-mail contacts.

Direct Handled Total Time The total amount of time the user spent handling direct contacts.


Total Time The total amount of time the user spent handling direct incoming voice contacts.


Total Time The total amount of time the user spent handling direct internal voice contacts.


Total Time The total amount of time the user spent handling direct outgoing voice contacts.

Handled Total Time The total amount of time the user spent handling routed and direct contacts:

● For Callback, this is the amount of time the user spends handling the contact—from the time the user accepts the callback until the time the user disconnects the contact.

● For E-mail, this is the amount of time the user spends handling the contact—from the time the e-mail is routed to the user desktop to the time the user completes the contact (composes the e-mail and replies, discards, defers, or externally consults the e-mail contact). Defer and external consultation time are not included in the handled time.




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Logged On Total Time The total amount of time the user spent logged on. The total amount of time is the elapsed time of logged on time, not the total for all media logon time. For example, if the user was logged on to Voice for 10 minutes and during this time the user was also logged on to E-mail for 5 minutes, then the total logon time is 10 minutes.

Other Total Time The total amount of time the user spent in Other state (dialling, queued, busy or out of service).

Pending Total Time The total amount of time this user spent in Pending state:

● For Voice, this is the amount of time to divert an assigned contact to the user extension.

● For Callback, this is the amount of time for the user to accept or delete a routed callback contact.

● For E-mail, this is the amount of time to move the routed e-mail contact to the assigned user desktop.

Ring Total Time The total amount of time this user's extension was ringing for routed or direct contacts.

Routed Consulted Out Total Time The total amount of time that the user spent in consulting out for voice and callback contacts.

Routed Handled Total Time The total amount of time the user spent handling routed contacts.

Routed Held Total Time The total amount of time the user spent in hold state for voice and callback contacts.





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6.4.1.1 Notes about User Cumulative and Historical statistics

1. In the case where a user selects the Client Desktop Logon to all media at once option, this statistical data reports on the first media logon executed by HiPath ProCenter.

2. For voice and callback contacts, the Routed Not Handled statistic includes:

● routed contacts that are picked up from this user extension

● routed contacts forwarded while ringing at a user extension

● routed contacts reconnected to the caller before this consulted user answers the consultation

Routed Processing Total Time The total amount of time the user spent in Processing state:

● For routed e-mails contacts, this is the amount of time the user spent handling the contact.

● For routed callback contacts, this is the amount of time the user spent after accepting the contact and before dialling out to the contact.

Routed Talked Total Time The total amount of time the user spent in Talking (connected and conferencing) for routed voice and callback contacts. Note that the amount of time the user spent on line hold or consulting out are not included in this time.

Unavailable Total Time The total amount of time the user spent in Unavailable state and also idle while logged on. This statistical data represents the elapsed time of Unavailable state, not the total for all media unavailable time.

Work Total Time The total amount of time the user spent in work and idle state while logged on. This statistical data represents the elapsed time of Work state, not the total for all media work time.




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● routed calls where the caller disconnects after being transferred to this user’s extension but before this user answers the transferred call

● callback contacts offered to a user not accepted within the required time.

6.4.2 Group Historical and Cumulative statistics

The following table provides statistics and descriptions for Group Historical and Cumulative reports:


Name n/a The name of the group, as defined in HiPath ProCenter.

Received Here Offered Elsewhere

n/a The number of HiPath ProCenter contacts that were associated with this group as the primary group to handle the contacts, but were offered to another group.

All Consult Out The number of contacts associated with this group that were consulted out, and in which:

● the group was configured as the primary group or an overflow group to handle the calls

● the first answering user consulted out for a period of time that exceeded the Hold Consult Threshold time at least once during the handling of the contact.

Note that this value includes consultations with users both within the group and outside of the group. Only the first consultation during a particular contact is counted, and contacts in which conferencing occurred are included in this value.

Table 6-7 Group Historical and Cumulative statistics



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Overflow Consult Out The number of contacts associated with this group that were consulted out, and in which:

● the group was configured as an overflow group to handle the contacts


Note that this value includes consultations with users both within the group and outside of the group. Only the first consultation during a particular contact is counted, an contacts in which conferencing occurred are included in this value.

Primary Consult Out The number of contacts associated with this group that were consulted out in this reporting interval, and in which:

● the group was configured as the primary group to handle the calls


Note that this value includes consultations with users both within the group and outside of the group. Only the first consultation during a particular contact is counted, and contacts in which conferencing occurred are included in this value.

Interval End Contacts Waiting

The number of contacts received and queued before the end of the interval, and still waiting to be routed to users in this group at the end of this reporting interval.




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Interval Start Contacts Waiting

The number of contacts received and queued before the start of the interval, and still waiting to be routed to users in this group at the start of this reporting interval.

Average Logged On Users

The average number of users (who are members of this group) logged on during this reporting interval.

Maximum Logged On Users

The maximum number of users (who are members of this group) logged on during this reporting interval.

Minimum Logged On Users

The minimum number of users (who are members of this group) logged on during this reporting interval.

All Offered The total number of contacts that were offered to a user who is a member of this group.

Overflow Offered The total number of contacts that were offered to a user who is a member of this group and where this group was configured as an overflow group to handle the contact.

Primary Offered The total number of contacts that were offered to a user who is a member of this group and where this group was configured as the primary group to handle the contact.

All Received The total number of contacts received by this group.

Overflow Received The total number of contacts received by this group, where this group was configured as an overflow group to handle the contact.

Primary Received The total number of contacts received by this group, where this group was configured as the primary group to handle the contact.





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All Transfer Out The number of contacts associated with this group that were transferred, and in which:

● the group was configured as the primary group or an overflow group to handle the contact

● the contact was transferred out by the first answering user.

Note that this value includes transfers to users both within the group and outside of the group.

Overflow Transfer Out The number of contacts associated with this group that were transferred, and in which:

● the group was configured as an overflow group to handle the contacts

● the contacts was transferred out by the first answering user.


Primary Transfer Out The number of contacts associated with this group that were transferred, and in which:

● the group was configured as the primary group to handle the contact

● the contact was transferred out by the first answering user.





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6.4.3 Callback Cumulative and Historical statistics

The following table provides statistics and descriptions for Callback Cumulative and Historical reports:

>As Cumulative and Historical reports use the same set of statistics, one list of Cumulative and Historical statistics is provided.

Category Column Description

Requeued Out n/a The number of callback contacts that were requeued from this queue.

All Callbacks The number of new or requeued callback contacts that were tried and attempted once or more than once. A callback contact is either successful or unsuccessful.

Attempts Callbacks The number of callback attempts made that were associated with this queue or origin.

Attempts more than once

Callbacks The number of callback contacts for this queue that were attempted more than once.

Deleted Callbacks The number of callback contacts that were deleted while waiting in this queue, either by the manager or user to whom it was offered.

Percentage Successful

Callbacks The percentage of callback contacts for this queue that were successful out of the total callback contacts that were completed.

Percentage Unsuccessful

Callbacks The percentage of callback contacts for this queue that were unsuccessful out of the total callback contacts that were completed.

Queued Before Callbacks The number of callback contacts that were requeued to this queue.

Reached Max Reattempt Count

Callbacks The number of callback contacts for this queue that reached the maximum count of retries.

Scheduled Expired

Callbacks The number of callback contacts for this queue that were unsuccessful due to an expired callback schedule.

Table 6-8 Callback Cumulative and Historical statistics



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Successful Callbacks The number of callback contacts for this queue that were successful. A successful callback is a callback contact where the offered user submits a “successful” attempt result.

Timed out Callbacks The number of callback contacts for this queue that were unsuccessful due to timing-out in queue (the last step in queue was reached before a user was available).

Tries Callbacks The number of times the callback contact was queued. Note that if the user has just made an unsuccessful callback attempt, and then selects the retry now option, the callback retry is included in the count for this statistic (even though the callback was not technically requeued).

Unsuccessful Callbacks The number of callback contacts for this queue that were unsuccessful. An example of an unsuccessful callback contact can include one that:

● was deleted by the manager or the offered user

● reached the maximum retry count with no successful attempt

● was in a callback schedule that expired while the callback contact was waiting in the queue

● timed out while waiting in the queue

● was requeued.

Average Contact Time The average amount of time to complete contacts for this queue. Contact time starts from the time the first callback attempt is queued until the last attempt is disconnected (that is, completed). This statistical data will include system suspended time only if the Include system suspended contacts option is selected.

Name Queue/Aggregate

The name of the queue or aggregate, as defined in HiPath ProCenter.

Category Column Description

Table 6-8 Callback Cumulative and Historical statistics


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6.4.3.1 Notes about Callback Cumulative and Historical statistics

Please note that if you generate a report for an aggregate (which is a group of queues) instead of a single queue, this statistic reflects the combined queue values.

6.4.4 Queue Cumulative and Historical statistics

The following table provides statistics and descriptions for Queue Historical and Cumulative reports:


Abandon Rate n/a The percentage of received contacts routed by this queue in which the contact was abandoned before being answered. See also note 2 on page 6-31.

Abandoned n/a The number of contacts that were abandoned while waiting in this queue, or while ringing/pending at the assigned user’s extension or desktop. See also note 2 on page 6-31.

Answered Rate n/a The percentage of received contacts routed by this queue that were answered. See also note 2 on page 6-31.

Name n/a The name of the queue or aggregate, as defined in HiPath ProCenter.

Redirected n/a The number of contacts received in this queue that left this queue without being answered or abandoned. Examples for Voice include calls forwarded to an unmonitored extension and calls picked by an unmonitored extension. See also note 2 on page 6-31.

Service Level n/a The percentage of contacts routed to this queue that were answered within the site-defined or queue-defined service level, based on a service level formula configured in the Manager application.

Transferred Out of Scope

n/a The number of contacts routed to this queue that were transferred out of scope after being handled by a user. See also note 2 on page 6-31.

1 Abandoned In Interval

The percentage of abandoned contacts routed to this queue that were abandoned within the first queue interval. See also note 2 on page 6-31.

Table 6-9 Queue Historical and Cumulative statistics



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The percentage of abandoned contacts routed to this queue that were abandoned within the second queue interval. See also note 2 on page 6-31.


The percentage of abandoned contacts routed to this queue that were abandoned within the third queue interval. See also note 2 on page 6-31.


The percentage of abandoned contacts routed to this queue that were abandoned within the fourth queue interval. See also note 2 on page 6-31.


The percentage of abandoned contacts routed to this queue that were abandoned within the fifth queue interval. See also note 2 on page 6-31.

All Answered The number of contacts routed to this queue that were answered. See also note 2 on page 6-31.

Overflow Answered The number of contacts routed to this queue that were answered by members of an overflow group of this queue. See also note 2 on page 6-31.

Primary Answered The number of contacts routed to this queue that were answered by members of the primary group of this queue. See also note 2 on page 6-31.

1 Answered In Interval

The percentage of answered contacts routed to this queue that were answered within the first queue interval. See also note 2 on page 6-31.


The percentage of answered contacts routed to this queue that were answered within the second queue interval. See note 2 on page 6-31.


The percentage of answered contacts routed to this queue that were answered within the third queue interval. See also note 2 on page 6-31.


The percentage of answered contacts routed to this queue that were answered within the fourth queue interval. See also note 2 on page 6-31.


The percentage of answered contacts routed to this queue that were answered within the fifth queue interval. See also note 2 on page 6-31.




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Abandon Average Wait Time

The average amount of time that contacts waited in this queue before being abandoned. See also note 2 on page 6-31.

All Average Wait Time

The average amount of time that contacts waited in this queue before being answered, abandoned, or redirected. See also note 2 on page 6-31.

Answer Average Wait Time

The average amount of time that contacts waited in this queue before being answered. See also note 2 on page 6-31.

Redirected Average Wait Time

The average amount of time that contacts waited in this queue before being redirected. See also note 2 on page 6-31.

Average Contact Time The average amount of time to complete contacts routed to this queue.

Total Contact Time The total amount of time users take to complete contacts routed to this queue:

● For Voice and Callback, this is the amount of time from the start of the contact (the moment HiPath ProCenter is aware of the contact) until the contact is terminated (e.g. contact abandoned, contact transferred out of scope, or last involved user disconnects the contact).

● For E-mail, this is the amount of time from the point at which HiPath ProCenter processes the e-mail to the point at which the e-mail was discarded, replied to or transferred to an external party. Defer and external consultation time are included in this statistical data.

Average Contacts The average number of contacts that were waiting in this queue.

Interval End Contacts The number of contacts that were waiting in this queue at the end of this report interval. Contacts that are ringing or pending at the user phone or desktop are considered to still be waiting in the queue.





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Interval Start Contacts The numbers of contacts that were waiting in this queue at the beginning of the report interval. Contacts that are ringing or pending at the user phone or desktop are considered to still be waiting in the queue.

Maximum Contacts The maximum number of contacts that were waiting in this queue.

Minimum Contacts The minimum number of contacts that were waiting in this queue.

Average E-mail Defer Time

The average amount of time contacts routed to this queue were deferred.

Total E-mail Defer Time

The total amount of time e-mail contacts routed to this queue were deferred.

Average E-mail External Consult Time

The average amount of time e-mail contacts routed to this queue were waiting for a reply from an externally consulted party.

Total E-mail External Consult Time

The total amount of time e-mail contacts routed to this queue were waiting for a reply from an externally consulted party.

Abandon Maximum Wait Time

The maximum amount of time that a contact waited in this queue before being abandoned.

All Maximum Wait Time

The maximum amount of time that a contact waited in this queue before being answered, abandoned, or redirected.

Answer Maximum Wait Time

The maximum amount of time that a contact waited in this queue before being answered.

Redirected Maximum Wait Time

The maximum amount of time that a contact waited in this queue before being redirected.

Average Overflow The average number of times contacts overflowed in this queue. For example, 5 contacts were received and associated with a specific queue. The first contact was answered in the first step (overflowed zero times). The second and third contacts were answered in the second step (each overflowed once). The fourth and fifth contacts were answered in the third step (each overflowed twice). Therefore, the average overflow is 1.2 (6 overflow counts divided by 5 contacts).




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6.4.4.1 Notes about Queue Cumulative and Historical statistics

1. Please note that if you generate a report for an aggregate (which is a group of queues) instead of a single queue, this statistic reflects the combined queue values.

2. The Answered and Abandoned queue interval statistical data report on a value less than the interval instead of “less or equal to”. This is consistent with other interval statistics when they meet thresholds such as the service level interval.

6.4.5 Destination Historical and Cumulative statistics

The following table provides statistics and descriptions for Destination Historical and Cumulative reports:

Maximum Overflow The maximum number of times contacts overflowed in this queue. For example, 5 contacts were received and associated with a specific queue. The first contact was answered in the first step (overflowed zero times). The second and third contacts were answered in the second step (each overflowed once). The fourth and fifth contacts were answered in the third step (each overflowed twice). Therefore, the maximum overflow is 2.

Minimum Overflow The minimum number of times contacts overflowed in this queue. For example, 3 contacts were received for a queue. The first contact was answered in the first step (overflowed zero times). The second and third contacts were answered in the second step (each overflowed once).Therefore, the minimum overflow is 0.

All Received The number of contacts that were received in this queue.

Queued Before Received The number of contacts that were routed to this queue that were already processed (at least once) at the same or another queue.


Abandon Rate n/a The percentage of contacts received at this destination that were abandoned.

Table 6-10 Destination Historical and Cumulative statistics





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Average Wait Time n/a The average amount of time that contacts received at this destination waited before being answered, abandoned, or redirected. The starting point for the wait time depends on the value of the site-defined Include Time Before Enqueue value. If Include Time Before Enqueue is not enabled, wait time starts when the contact is first enqueued for a user. If Include Time Before Enqueue is enabled, wait time starts when the contact arrives at the first monitored resource. For details, see the service level material in the online Help.

Name n/a The name of the destination, as defined in HiPath ProCenter.

Target n/a The destination (telephone number for voice contacts and e-mail address for e-mail contacts) as defined in HiPath ProCenter.

Average Contact Time The average amount of time taken to complete contacts received at this destination.




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Total Contact Time The total amount of time taken to complete contacts for this destination:

● For Voice and Callback, this is the amount of time from the start of the contact (the instant HiPath ProCenter was aware of the contact) until the contact was terminated (for any reason, such as abandoned or transferred).

● For E-mail, this is the amount of time from the point at which HiPath ProCenter processed the e-mail to the time the e-mail was terminated (for any reason, such as discarded or transferred). Defer and external consultation time are included in this statistical data.

Abandoned Contacts The number of contacts received at this destination that were abandoned. See note 1 on page 6-34.

Answered Contacts The number of contacts received at this destination that were answered. See note 1 on page 6-34.

Auto Handled E-mail Contacts The number of e-mail contact messages that were replied to or discarded by HiPath ProCenter directly without any user or manager involvement.

Received Contacts The number of contacts at this destination that were received.

Redirected Contacts The number of contacts received at this destination that were redirected. Redirected contacts are contacts that were neither answered nor abandoned. Examples for Voice include calls forwarded to an unmonitored extension and calls picked by an unmonitored extension.





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6.4.5.1 Notes about Destination Cumulative and Historical statistics

1. Voice and e-mail contacts that are terminated by the HiPath ProCenter workflow will be pegged as answered contacts and will be included in the System Disconnect statistics.

6.4.6 User Wrap-up statistics

The following table provides statistics and descriptions for User Wrap-up reports:

Requeued Contacts The number of contacts received at this destination that were transferred to another queue.

System Disconnected Contacts The number of contacts received at this destination that were terminated by the HiPath ProCenter workflow. See note 1 on page 6-34.

Interval End Not Handled Contacts The number of contacts received at this destination that were still waiting to be handled by a user at the end of the interval.

Interval Start Not Handled Contacts The number of contacts received at this destination that were still waiting to be handled by a user at the beginning of the interval.


Name n/a The name of the user being reported on, as defined in HiPath ProCenter.

Wrap-up Reason

n/a The Wrap-up reason being reported on, as defined in HiPath ProCenter.

Count n/a The number of calls wrapped up using this Wrap-up reason. Wrap-up reasons associated with discarded e-mail messages or callbacks that will be retried later do not affect the count statistic.

Table 6-11 User Wrap-up statistics




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Nur für den internen Gebrauch Statistics available in reportsStatistics available in Activity reports

6.5 Statistics available in Activity reports

This section describes the statistics available in Activity reports:

● Section 6.5.1, “User Activity statistics”, on page 6-35

● Section 6.5.2, “Source Activity statistics”, on page 6-37

● Section 6.5.3, “Scheduled Callback List statistics”, on page 6-39

6.5.1 User Activity statistics

The following table provides statistics and descriptions for User Activity reports:

Activity Description

Contact External Consult Recalled From User

The time an externally consulted e-mail was recalled from this user because the maximum external consult time was reached.

Contact Forwarded From User The time a voice contact was forwarded from this user extension to another party.

Contact Picked from User The time a voice or callback contact was picked from this user extension. The user who picked the contact, if available, is shown.

Contact Sent by User The time direct outbound e-mail was sent by this user.

Contact Transferred To User The time a voice, callback or e-mail contact was transferred to this user’s phone or desktop. This activity includes consultation activity where the consulting user transferred to the contact within the Hold Consult Threshold.

Contacts Abandoned by Caller The time a voice contact was abandoned by the caller while ringing at this user extension.

User Answered Contact The time the user answered a voice contact or accepted a callback offered.

User Available The time the user went to Available state.

User Camped Contact The time the user camped a voice contact on another user extension. If available, the user whose extension the call was camped on is shown.

User Consulted The time the user was consulted by another user.

Table 6-12 User Activity statistics



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Statistics available in Activity reports

User Deleted Contact The time the user deleted an offered callback contact. If available, the delete reason is shown.

User Discarded Contact The time the user discarded an e-mail. This activity will also report on the discarded reason provided by the user.

User Disconnected Contact The time the user disconnects voice or callback contacts.

User First Conference The time the user was involved in the first conference of a voice or callback contact.

User First Defer The time the user first deferred an e-mail contact.

User First Defer Resume The time the user resumed the first deferred e-mail contact.

User First External Consult The time the user first externally consulted an e-mail contact.

User First External Consult Resume The time the user resumed the first externally consulted e-mail contact.

User First Hold The time the user placed the contact on hold.

User Ignored Contact The time the offered callback contact expired from the user desktop because it was not accepted within the allowed time limit.

User Initiated Contact The time a user dials out a voice contact or composes a new outbound direct e-mail contact. The destination’s phone number or e-mail address is shown.

User Logoff The time the user logged off from voice, callback or e-mail media. The type of media the user logged off from is shown.

User Logon The time the user logged on to voice, callback or e-mail media. The type of media the user logged on to is shown.

User Offered Contact The time a direct or routed contact was offered to this user. Contact type, source, destination and queue name (routed contact only) are shown.

User Parked Contact The time the user parked a voice contact.

User Picked Contact The time the user picked another voice or callback contact. The user where the contact was picked from, if available, is shown.



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Nur für den internen Gebrauch Statistics available in reportsStatistics available in Activity reports

6.5.1.1 Notes about User Activity statistics

All user activities are reported on, including the contacts that are handled at the same time. For example, if the user handles a routed voice contact that is transferred to this user’s extension while they are handling a routed e-mail contact, then both activities are reported on.

6.5.2 Source Activity statistics

The following table provides activities and descriptions for Source Activity reports:

User Replied Contact The time the user completed handling an e-mail contact by replying back to the customer.

User Submitted Wrap-Up The time and the wrap-up reason provided by the user for wrapping up a voice, callback or e-mail contact.

User Transferred Contact The time the user transferred a voice, callback or e-mail contact to another party.

User Transferred Contact to Queue The time the user transferred a voice, callback or e-mail contact to the queue.

User Unavailable The time the user went to Unavailable state. The unavailable reason, if available, is shown.

User Working The time the user went to Work state. The work reason, if available, is shown.


Contact Abandoned The time the contact was abandoned in the queue.

Contact Abandoned While Ringing

The time the contact was abandoned at, and the user where the contact was abandoned at (if applicable).

Contact Agent Discarded The time the e-mail contact was discarded by the user. The discard reason is shown.

Contact Answered The time the voice contact was answered by the user or the e-mail contact was displayed on the user desktop. The user assigned to the voice or e-mail contact is shown.

Contact Arrived The time the voice or e-mail contact arrived at the HiPath ProCenter system. Contact destination, source and media type is shown.

Table 6-13 Source Activity statistics




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Statistics available in Activity reports

Contact Assigned The time the voice contact started ringing on the user extension or the e-mail contact was displayed on the user desktop. The assigned user name are shown.

Contact Auto Replied The time the e-mail contact was auto-replied to by the HiPath ProCenter system.

Contact Camped The time the voice contact was camped on another extension. The user whose extension the contact was camped on is shown.

Contact Conference The time the voice conference started.

Contact Consult The time a voice consultation occurred. The consulted user is shown.

Contact Disconnected The time the voice contact was disconnected. The user disconnected from is shown.

Contact First Defer The time the user first deferred a voice contact.

Contact First Hold The time the user first placed the contact on hold.

Contact Forwarded The time the voice contact was forwarded to another extension (for example, because of “ring no answer”). The user where the contact was forwarded from is shown.

Contact Manager Discarded The time the e-mail contact was discarded by the Contact Center manager using the contact report. The discard reason is shown.

Contact Parked The time the voice contact was parked at another extension. The user who parked the contact is shown.

Contact Picked The time the voice contact was picked by a user. The user who picked the contact is shown.

Contact Queued The time the voice or e-mail contact was queued to the HiPath ProCenter queue. The queue name is shown.

Contact Replied The time the e-mail contact was replied to by the user.

Contact Requeued The time the voice or e-mail contact was transferred to a queue.

Contact System Discarded The time the e-mail contact was discarded by the HiPath ProCenter system. The discard reason, if available, is shown.

Contact System Disconnected

The time the contact was disconnected by HiPath ProCenter.




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Nur für den internen Gebrauch Statistics available in reportsBar chart-eligible statistics

6.5.3 Scheduled Callback List statistics

The following table provides statistics and descriptions for Scheduled Callbacks Lists:

6.6 Bar chart-eligible statistics

The following statistics are eligible to be shown in a bar chart format:

Contact Transferred The time the voice or e-mail contact was transferred to another user or external party.

Column Description

Description The description associated with this scheduled callback contact.

Origin The origin of the callback contact. This value could be: IVR, HiPath ProCenter Client Desktop, Web, Customer Abandoned or SDK.

Priority The routing priority of the callback contact.

First Schedule Start

The date and time of the first scheduled entry for the callback.

Contact Name The name of the customer to be called back.

Number The phone number of the customer that will be dialled.

Queue The name of the queue associated with this scheduled callback contact.

Table 6-14 Scheduled Callback List statistics

Report Column Category

Queue Real-Time Current Abandon Rate

Shift Abandon Rate

Current Answered Rate

Shift Answered Rate

Abandoned Contacts

Table 6-15 Chart-eligible statistics





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Bar chart-eligible statistics

Answered Contacts

In Queue Contacts

Overflowed Contacts

Received Contacts

Redirected Contacts

Current Service Level

Estimated Service Level

Shift Service Level

Current Abandoned Average Wait Time

Current Answer Average Wait Time

Current Answer Estimated Wait Time

Oldest Contact Wait Time

Shift Abandon Average Wait Time

Shift Answer Average Wait Time

User Real-Time Type Contact

Current State

User Cumulative and Historical

Utilization n/a

Contact Real-Time Current State

Wait Time n/a

Callback Real-Time Origin n/a

Current State

Callback Cumulative and Historical

All Callbacks

Successful Callbacks

Tries Callbacks

Unsuccessful Callbacks




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Nur für den internen Gebrauch Statistics available in reportsThreshold-eligible and alarm-eligible statistics

6.7 Threshold-eligible and alarm-eligible statistics

The following statistics are eligible for setting thresholds or alarms:

Queue Cumulative and Historical

All Answered

Abandon Average wait time

Answer Average wait time

Abandoned n/a

Abandoned rate n/a

Answered rate n/a

Service level n/a

All Received

Destination Cumulative and Historical

Abandoned Contacts

Answered Contacts

Received Contacts

Abandoned rate n/a

Average wait time n/a


User Cumulative Direct Handled Average Time

Direct Incoming Handled Average Time

Direct Internal Handled Average Time

Direct Outgoing E-mail Handled

Average Time

Direct Outgoing Handled Average Time

Handled Average Time

Ring Average Time

Routed Consulted Out Average Time

Routed Handled Average Time

Routed Held Average Time

Routed Processing Average Time

Table 6-16 Threshold-eligible statistics





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Threshold-eligible and alarm-eligible statistics

User Cumulative Routed Talked Average Time

Work Average Time

Maximum Routed Handled Time

n/a

Utilization n/a

Available Percent Time

Direct Handled Percent Time

Direct Incoming Handled Percent Time

Direct Internal Handled Percent Time

Direct Outbound E-mail Handled

Percent Time

Direct Outgoing Handled Percent Time

Handled Percent Time

Other Percent Time

Ring Percent Time

Routed Handled Percent Time

Unavailable Percent Time

Work Percent Time

Queue Cumulative Abandon Average Wait Time




Average Contacts

Maximum Contacts

Minimum Contacts





Abandon Rate n/a




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Nur für den internen Gebrauch Statistics available in reportsThreshold-eligible and alarm-eligible statistics

Abandoned n/a

Answered Rate n/a

Service Level n/a

All Received

Average User Involved Time

Destination Cumulative

Average Contact Time

Abandoned Contacts

Received Contacts

Abandon Rate n/a

Average Wait Time n/a

Queue Real-Time Current Abandon Rate

Shift Abandon Rate

Current Answered Rate

Shift Answered Rate

In Queue Contacts

Overflowed Contacts

Current Service Level

Estimated Service Level

Shift Service Level

Current Abandoned Average

Wait Time

Current Answer Average Wait Time

Current Answer Estimated Wait Time

Oldest Contact Wait Time

Shift Abandon Average Wait Time

Shift Answer Average Wait Time

Contact Real-Time Eligible Users n/a

Wait Time n/a

User Real-Time Time State

Handling Time





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Threshold-eligible and alarm-eligible statistics

Callback Real-Time Time State

Count Attempt

Callback Cumulative All Callbacks

Percentage Successful Callbacks

Percentage Unsuccessful Callbacks

Successful Callbacks

Tries Callbacks

Unsuccessful Callbacks




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Nur für den internen Gebrauch Terminology

7 Terminology

The following list of terminology relates to reporting:

Abandoned Contact

A contact is abandoned if it is disconnected before being addressed by the system or a user:

● Voice contacts are deemed abandoned when the caller leaves the contact before it is answered by a user or the system (for example, the caller leaves the contact while waiting in queue or while ringing at a user extension).

● Callback contacts are deemed abandoned when the contact times-out while waiting in the queue or the current schedule expires.

● E-mail contacts are deemed abandoned when the e-mail times-out while waiting in the queue.

Agent Mode state

This is also known as Agent ACD (Automatic Call Distribution) state. This is a logical state for the user and it represent the actual state that the user is in from a media logged on perspective only (regardless of whether the user is currently handling a contact). There are four agent mode states: Available, Unavailable, Work and Logged Off. See also Available, Unavailable, Work and Logged Off.

Aggregate A group of queues. There is no limit to the number of queues that can be included in one aggregate but the queues must be of the same media (for example, e-mail). The same queue can be configured to be in more than one aggregate. Aggregate statistics show one value that reflects the combined queue values.

Answered contacts

A contact that was answered and handled by the system or a user:

● For Voice, this is when the contact is answered by a user or by a workflow (through the Disconnect Component).

● For Callback, this is when the assigned user accepts the callback offer or deletes the offer, or when the manager deletes contacts waiting in the queue.

● For E-mail, this is when the e-mail is routed successfully to the assigned user desktop. E-mails discarded by the HiPath ProCenter system or the manager are also deemed answered.


Terminology Nur für den internen Gebrauch

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Available The Available state indicates that the user mode state is Available and the line is either idle or the user is currently handling a direct contact.

For User Real-Time reports, the current time for the Available state is reset every time the user state changes, except when the user dials out or composes a direct e-mail contact.

Callback Attempt

A callback attempt is the transaction of dialling the customer number successfully. From a reporting perspective, a callback attempt starts from the time the customer’s number is dialled successfully until the user disconnects the contact and provides the attempt result (for example, successful).

Callback Try A callback try is the transaction of enqueuing a callback call to the Routing Server, finding an eligible user, offering the contact to the user, and then attempting to call the customer.

Consulting The Consulting state indicates that the user is currently handling a routed voice or callback contact and is consulting out with another party. This state applies to routed voice and callback contacts only, not direct voice contacts or e-mail contacts.

For User Real-Time reports, this value is reset when the user changes their state while handling a routed contact; for example, if they reconnect to the caller or have completed handling the contact.

Contact A contact is a communication transaction between a customer or a Contact Center user and one or more Contact Center users through a phone, e-mail, or callback media.

Contact state The state of the contact. See also Processing, Queued, Media Suspended, IVR Suspended, Reserved, Pending, Unanswered, Handled, Deferred, and Externally Consulted E-mail.

Deferred The Deferred state indicates that the e-mail contact has been deferred by the user.

Dialling The Dialling state indicates that the user is currently dialling out a voice contact from their extension. If the user connects to the called party and the contact is:● a routed voice or callback contact, then the state changes to

talking● a direct contact, then the state is the same as the state that the

user was in prior to dialling (Available, Unavailable or Work).

For User Real-Time reports, this value is reset when the called party answers or the user abandons while calling.


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Direct Contact

A Direct Contact is a communication transaction between two parties without the intervention of any routing or processing system. Direct contacts are contacts that are generated by directly contacting another party. There are four type of Direct Contacts: Direct Incoming Voice, Direct Internal Voice, Direct Outgoing Voice, and Direct Outbound E-mail.

Direct Incoming Voice Contact

A Direct Incoming Voice Contact is a voice communication transaction between two parties without the intervention of any routing or processing system, where the calling party is external to the switch.

Direct Internal Voice Contact

A Direct Internal Voice Contact is a voice communication transaction between two parties without the intervention of any routing or processing system, where both the calling and called parties are internal to the switch.

Direct Outbound E-mail Contact

A Direct Outbound E-mail Contact is an e-mail communication transaction between two parties without the intervention of any routing or processing system, where the contact is initiated by a Contact Center user by composing a new e-mail contact.

Direct Outgoing Voice Contact

A Direct Outgoing Voice Contact is a voice communication transaction between two parties without the intervention of any routing or processing system, where the called party is external to the switch.

Externally Consulted E-mail

The Externally Consulted E-mail state indicates that the user has externally consulted the e-mail contact.

Handled The Handled state indicates that:● For Voice, the caller has been connected with a user and is

currently being handled. ● For Callback, the user has accepted the callback offer and a

callback attempt is in process. ● For E-mail, the contact has been routed to the user desktop

successfully and the user is currently processing this e-mail. Direct outbound e-mails are deemed handled as soon as the user composes the e-mail.



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Handling Time

The amount of time the user spends handling contacts. Some examples include: ● Routed voice contact handling time, which begins from the time

the user answers the contact until they leave the contact (for example, disconnect), including Talking, Holding and Consulting states.

● Routed callback contact handling time, which begins from the time the user accepts the offered callback until they leave the contact, including processing, dialling, talking, holding and consulting states.

● Routed e-mail contact handling time, which begins from the time the e-mail is offered to the user desktop—or the e-mail is manually resumed from being a deferred or externally consulted e-mail—until the user leaves the e-mail contact (for example, discard, reply, forward, defer or externally consult out).

Holding The Holding state indicates that the user is currently handling a routed voice or callback contact and has placed the other party on hold. This value is reset when the user changes their state while handling a routed contact, such as they have retrieved the held contact or completed handling the contact. This state applies to routed voice and callback contacts, not direct voice contacts or e-mail contacts.

IVR Interactive Voice Response

IVR Suspended

The IVR Suspended state indicates that the contact is currently waiting in the queue but the routing process has been suspended by the HiPath ProCenter routing engine. The routing process has been suspended because the IVR application requested the suspension using the existing HiPath ProCenter Immediate Connect to Agent (aka ICA hold) feature.

Logged Off The Logged Off state indicates that the user is currently not logged on to any of the HiPath ProCenter media.

Media Suspended

The Media Suspended state indicates that the contact is currently waiting in the queue but will not be routed because the routing process has been suspended by HiPath ProCenter routing engine due to a system-related reason—perhaps the Contact Center is closed (off hours) or the media server (E-mail or Callback) is currently down. Note that the media-suspended contact will always be included in the Real-Time Contact report regardless of whether the Include system suspended contacts option is selected. For more information on this option, see Section 5.1, “Reconciling reports”, on page 5-1.


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Offered Contacts

Offered contacts include any contact that the user was involved in, such as routed by the HiPath ProCenter system, called directly by another user, consulted, transferred, forwarded, picked by, camped on or parked.

Origins The origin of the callback contact. This value could be: IVR, HiPath ProCenter Client Desktop, Web, Customer Abandoned or SDK.

Other The Other state indicates that this user is currently queued on another extension, is receiving a busy tone dialling another extension, or the extension that the user is currently logged on to is out of service.

Pending The Pending state indicates:

● For a routed voice contact, that the user has been offered a contact but the phone has not yet rung.

● For a routed callback contact, that the contact offer has been accepted or deleted and the maximum pending time has not yet been reached.

● For e-mail contacts, the amount of time taken to move the routed e-mail contact to the assigned user desktop.

Processing The Processing state indicates that:

● For routed e-mail contacts, the user is currently handling a routed e-mail contact. This state includes the time the routed e-mail contact is displayed on the user’s desktop to the time that they defer, externally consult, discard, reply, forward to another user or forward the contact to another queue. The User Real-Time report also shows this state for users who have resumed handling a deferred or an externally consulted e-mail contact, whether routed manually or by HiPath ProCenter.

● For routed callback contacts:

● If the user has “preview callback” permission, that the user is currently previewing a routed callback offer, but has not yet dialled out.

● If the user does not have “preview callback” permission, that the callback has been automatically accepted by the desktop for the user, and the user has some time for previewing the callback data before an attempt is made.

The Processing state does not apply to when the user is handling a direct outbound e-mail contact, nor if the user is handling routed or direct voice contacts.



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Queued The Queued state indicates that the contact is currently waiting in the queue for a user (who is eligible to handle this call) to become available.

Received Contact

The number of contacts received to an entity (for example, queues, groups, or destinations). If the same contact is associated more than once with the same entity, then the received contact count increments with each association. For example, if a contact was associated with (queued for) the sales queue and then a user decided after handling the contact to queue the contact again by transferring the contact back to sales queue, then the sales queue has a received contact count of two.

Redirected Contacts

A redirected contact is a contact that has left a queue, and was neither answered nor abandoned. This can include contacts forwarded to an unmonitored extension, picked by an unmonitored extension, and dequeued while still being processed in a HiPath ProCenter flow. For the purposes of Queue Real-Time reports, reserved contacts and contacts that have been dequeued or timed out are displayed as redirected.

Voice contacts are pegged as redirected when they are moved to an unmonitored party before being answered by a user. E-mail contacts are pegged as redirected when the e-mail is forwarded to an external party before being assigned and handled by a user. Voice, Callback and E-mail contacts that get requeued (sent back to the same queue or different queue) before being answered or handled by a user are also pegged as redirected contacts.

Reserved The Reserved state indicates that the contact is currently waiting in the queue for a specific user.

Ringing The Ringing state indicates that the user extension is currently ringing with a routed voice contact. This value is reset if the user changes their state (for example, by answering the contact). This state applies to routed voice contacts, but not routed callback, e-mail or direct contacts.

Routed Contact

A contact that was processed by a system such as HiPath ProCenter Routing Server, Call Director or IVR before it was assigned to a Contact Center user.

Scheduled The Scheduled state indicates that a try was completed unsuccessfully and the callback contact is scheduled for another try.


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Statistical Data

A reporting element such as “queue's received contacts” shown in a report definition in the Manager application. This data could either be generated by the HiPath ProCenter servers or configuration data such as the name of a user.

Talking The Talking state indicates that the user is currently talking with or in conference with a customer via a routed voice or callback. This value is not updated if the user is handling a direct contact. This value is reset if the user changes states while handling a routed contact or if they finish handling the contact.

Unanswered The Unanswered state indicates that the contact was assigned to a user but the user did not answer the contact within the pending time threshold, and the contact is still pending for that user.

Unavailable The Unavailable state indicates that the user mode state is Unavailable and the line is either idle or the user is currently handling a direct contact. The current time for this state is reset every time the user state changes, except when the user dials out a direct voice contact or composes a direct e-mail contact.

User state The state of the user. See also Talking, Processing, Holding, Consulting, Ringing, Dialling, Pending, Available, Unavailable, Work, Logged Off, and Other.

Utilization The default value for utilization is the percentage of time the user spent handling routed voice, callback and e-mail contacts—for Available and Work states—over the amount of time the user spent logged on. If the manager changed the formula and excluded available time, the utilization is the percentage of time handling routed voice, callback and e-mail contacts and working, over the amount of time the user spent logged on.

Work The Work state indicates that the user mode state is Work and the line is either idle or the user is currently handling a direct contact. The current time for this state is reset every time the user state changes, except when the user dials out or composes a direct e-mail contact.



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Nur für den internen Gebrauch Reporting data calculationsOverview

A Reporting data calculations

A.1 Overview

This appendix provides calculations for statistics that can appear in reports and in monitoring views. It also provides calculations for predefined report templates.

For descriptions of the statistics based on the calculations in this appendix, see Chapter 6, “Statistics available in reports”.

A.1.1 Contact types

The following table contains the contact types in the system:

>● The numbers that appear in equations for data calculations refer to other

equations. Therefore, "(27 + 23 + 31)/26" means, "The results of equations numbered 27, 23, and 31 summed together and divided by the results of equation number 26."

● Equation numbers refer to equations in the same table as the description, unless they are unique and in another table.

Value Contact Type Description

0 NONE No contact type

1 ROUTED_VOICE Routed voice contact

2 DIRECT_INCOMING_VOICE Direct incoming voice contact

3 DIRECT_OUTGOING_VOICE Direct outgoing voice contact

4 DIRECT_INTERNAL_VOICE Direct internal voice contact

5 ROUTED_CALLBACK Routed callback contact

6 ROUTED_EMAIL Routed email contact

7 DIRECT_OUTGOING_EMAIL Direct outgoing email contact

8 ROUTED_CHAT Routed chat contact

Table 0-1 Contact types

A31003-S2265-A200-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Reporting Reference Guide A-1

Reporting data calculations Nur für den internen Gebrauch

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Overview

A.1.2 Termination types

The following table contains the termination types in the system:

Value Termination Type Value Termination Type

0 NOTERMTYPE 24 FWDTOCALLTYPE

1 ABANDONEDINQUEUE 25 FWDTOPOOL

2 ABANDONEDINIVRQUEUE 26 SCHEDULECALLBACK

3 ABANDONEDWHILERINGING 27 RESOLVED

4 ABANDONEDWHILEIVRRINGING 28 ACCEPTEDBUTUNSUCCESSFUL

5 DISCONNECTONCONSULTHOLD 29 LOGOFF

6 DISCONNECTWHILEPARKED 30 RINGNOANSWERFORWARD

7 REQUEUED 31 AGENTREPLIED

8 NETWORKREACHED 32 AUTORESPONDED

9 TRANSFERRREDOUTOFSCOPE 33 DEFERTAKEBACK

10 TIMEDOUT 34 SYSTEMDISCARDED

11 DISCONNECTONHOLD 35 ABANDONEDINQUEUEDETERMINATION

12 FORWARDEDFROM 36 EMAILEXTERNALTRANSFER

13 TRANSFER 37 EMAILEXTERNALCONSULTTAKEBACK

14 TRANSFERTOUNMONEX 38 TRANSITNUMBERTIMEOUT

15 RECALLEDFORWARD 39 AGENTDELETED

16 PICKEDFROM 40 MANAGERDELETED

17 PARKED 41 AGENTDISCARDED

18 DISCONNECTED 42 MANAGERDISCARDED

19 NEGLECTFORWARD 43 CANCELLEDEMAIL

20 FORWARDEDALWAYS 44 IVRDELETED

21 CAMPED_ON -1 CLEANUPTERMINATION

22 ANSWERED -2 ABNORMALTERMINATION

23 FWDTOAGENT

Table 0-2 Termination types

A31003-S2265-A200-1-76A9, May 2005A-2 HiPath ProCenter Standard, Version 6.5, Reporting Reference Guide

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Nur für den internen Gebrauch Reporting data calculationsReal-Time statistics calculations

A.2 Real-Time statistics calculations

In general, real-time statistics do not have calculations—they are read from tables or depend on real-time updates from other servers, such as the T-Server. For column definitions for User, Group, Contact, and the majority of Queue real-time statistics, please refer to Chapter 6, “Statistics available in reports”.

One resource that does have calculations is Queue, and these calculations appear in the Queue reports. The following table provides basic calculations that are used to generate some specific real-time queue statistics.

For descriptions of the statistics based on the calculations in this section, see “Real-Time report statistics” on page 1.

Column Category Calculation

In Queue Contacts Value = queued + suspended + pending + orphaned

Oldest Contact Wait Time Consistent with call in queue statistic (for each call type and site)

Current Abandoned Rate Value = (contact abandoned) ÷ (contact abandoned + contact answered)Queue value is based on last group of contact (not reserved)Site value is based on last group of contact (not reserved)

Shift Abandoned Rate See Current Abandoned rate - calculate using time since shift started

Current Answer Average Wait Time Value = (total wait time before answer) ÷ (contacts answered)Queue values based on last group of contacts (not reserved)Site value based on last group of contacts (not reserved)

Shift Answer Average Wait Time See Current Answer Average (Wait Time) - calculate using time since shift started

Table 0-3 Real-Time statistics calculations



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Real-Time statistics calculations

Current Answer Estimated Wait Time Value = (total wait time before answer) ÷ (contacts answered)Queue values based on last group of contacts (not reserved)Site value based on last group of contacts (not reserved)

Current Abandon Average Wait Time Value = (total wait time before abandon) ÷ (contacts abandoned)Values are maintained for each call type and site (reserved contacts excluded)

Shift Abandon Average Wait Time See Current Abandon Average (Wait Time) - calculate using time since shift started

Current Service Level Queue value based on last group of contacts (not reserved) and current service level formulaSite value based on last group of contacts (not reserved) and current service level formula

Shift Service Level Queue value based on since shift starts and current service level formulaSite value based on since shift starts and current service level formula. This is weighted.

Estimated Service Level Value = (1/3 x projected service level12) + (2/3 x recent service level)

Values are maintained for each queue and site. This is weighted.


Table 0-3 Real-Time statistics calculations


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Nur für den internen Gebrauch Reporting data calculationsRange statistics calculations

A.3 Range statistics calculations

This section contains the legend for the range statistics calculations, as well as the range statistics calculations for:

● Section A.1.1, “Contact types”

● Section A.3.2, “Queue statistics calculations - Queue Historical reports”

● Section A.3.3, “Group range statistics calculations”

● Section A.3.4, “Called number range statistics calculations - Destination Historical reports”

● Section A.3.5, “Callback Historical statistics calculations”

● Section A.3.6, “User/Department/Site Wrap-up Reason statistics calculations”

Legend

Range Statistics Historical and Cumulative

(*) (asterisk) Calculated using combination of these column numbers.For example, in the User/Department/Site Range Statistics section, (*) 15+19 means Routed Calls Offered plus Direct Calls Offered"

sp_ Stored Procedure Name

Recordtimestamp[afm] Recordtimestamp ' column name[afm] ' table name[afm]agentfifteenmin[asfm]agentstatefifteen[ct15]calltypefifteenmin[gfm]groupfifteenmin[gsfm]groupstatefifteen[dnis15]dnisfifteenmin[cb15] callbackfifteenmin

Table 0-4 Legend for range statistics calculations



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Range statistics calculations

A.3.1 User/Department/Site range statistics calculations - User Historical reports

For descriptions of the statistics based on the calculations in this section, see “User Cumulative and Historical statistics” on page 10.

# Column Category Calculation

1 Name n/a The servers (Reporter and Real Time) will provide the user (department, site) key only.The GUI will associate the key with the actual name

2 ID n/a User key

3 Utilization n/a (*1) (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] +ProcessingTime[AFM] + WorkDur[ASFM] + AvailDur[ASFM]) / LogonTime[ASFM]

(*2) (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime + WorkDur[ASFM]) / LogonTime[ASFM]

Note: TalkTime, HoldTime and Consult Time are for routed contacts only.

4 First Logon n/a FirstLogon[ASFM]

5 First Logon Media

n/a FirstLogonMediaType[ASFM]

6 Last Logoff n/a LastLogoff[ASFM]

7 Last Logoff Media

n/a LastLogoffMediaType[ASFM]

8 All Initiated (*) 9 + 10

9 Routed Initiated NumInitiated[AFM] (contact type = routed telephony)

10 Direct Initiated (*) 11 + 12 + 13

11 Direct Email Initiated NumInitiated[AFM] (contact type = direct outbound email)

12 Direct Internal Initiated NumInitiated[AFM] (handling type = direct internal telephony)

13 Direct Outgoing Initiated NumInitiated[AFM] (handling type = direct outgoing telephony)

14 All Offered (*) 15 + 19

Table 0-5 User/Department/Site range statistics calculations - User Historical reports


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15 Routed Offered (*) 16 + 17 + 18

16 Routed Primary Offered NumOfferedPrim[AFM] (contact type = routed telephony, routed callback or routed email)

17 Routed Overflow Offered NumOfferedOver[AFM] (contact type = routed telephony, routed callback or routed email)

17 Routed Other Offered NumOfferedOther[AFM] (contact type = routed telephony, routed callback or routed email)

19 Direct Offered NumOfferedPrim[AFM] (contact type = direct incoming telephony, direct outgoing telephony, direct internal telephony or direct outbound email)

Note: For direct outbound email the new composed emails should be pegged as initiated so probably the direct offered will always be 0.

20 Reserved Offered ReservedCount[AFM] (contact type = routed telephony, routed callback or routed email)

21 All Handled (*) 22 + 26

22 Routed Handled (*) 23 + 24 + 25

23 Routed Primary Handled NumHandledPrim[AFM] (contact type = routed telephony, routed callback or routed email)

24 Routed Overflow Handled NumHandledOver[AFM] (contact type = routed telephony, routed callback or routed email)

25 Routed Other Handled NumHandledOther[AFM] (contact type = routed telephony, routed callback or routed email)

26 Direct Handled (*) 27 + 28 + 29 + 30

27 Direct Incoming Handled NumHandledPrim[AFM] (contact type = direct incoming telephony)

28 Direct Outgoing Handled NumHandledPrim[AFM] (contact type = direct outgoing telephony)

29 Direct Internal Handled NumHandledPrim[AFM] (contact type = direct internal telephony)

30 Direct Outbound Email

Handled NumHandledPrim[AFM] (contact type = direct outbound email)

31 Recalled Handled RecalledCount[AFM] (contact type = routed email)





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32 All RoutingRingingAbandoned

(*) 33 + 34

33 Primary RoutingRingingAbandoned

NumAbandonedPrim[AFM] (contact type = routed telephony or routed callback)

34 Overflow RoutingRingingAbandoned

NumAbandonedOver[AFM] (contact type = routed telephony or routed callback)

35 Routed Not Handled

n/a NumUnhandled[AFM] (contact type = routed telephony or routed callback)

36 Held Routed (*)HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] (contact type = routed telephony or routed callback)

37 Primary Held Routed HoldCountPrim[AFM] (contact type = routed telephony or routed callback)

38 Overflow Held Routed HoldCountOver[AFM] (contact type = routed telephony or routed callback)

39 Deferred Routed HoldCountPrim[AFM] + HoldCounOver[AFM] + HoldCountOther[AFM] (contact type = routed email)

40 Consulted Out Routed ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (contact type = routed telephony or routed callback)

Note: This does not include consult out emails.

41 Email Externally Consulted Out

Routed ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (contact type = routed email)

42 Terminated Routed DisconnectedCount[AFM] (contact type = routed telephony, routed callback or routed email)

43 Email Discarded Routed DiscardedCount[AFM] (contact type = routed email)

44 Requeued Routed RequeuedCount[AFM] (contact type = routed telephony, routed callback or routed email)

45 Transferred Out Routed TransferCount[AFM] (contact type = routed telephony, routed callback or routed email)




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46 Max Ringing Time Reached

Routed MaxRingingCount[AFM] (contact type = routed telephony or routed callback)

47 Logged On Total Time LogonTime[ASFM]

48 Available Total Time AvailDur[ASFM]

49 Work Total Time WorkDur[ASFM]

50 Unavailable Total Time UnavailDur[ASFM]

51 Ring Total Time RingTime[AFM] (contact type = routed telephony or routed callback)

52 Pending Total Time PendingTime[AFM] (contact type = routed telephony, routed callback or routed email)

53 Handled Total Time (*) 54 + 55

54 Routed Handled Total Time (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM]) (contact type = routed telephony, routed callback or routed email)

55 Direct Handled Total Time (*) 56 + 57 + 58 + 59

56 Direct Incoming Handled

Total Time (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (contact type = direct incoming telephony)

57 Direct Outgoing Handled

Total Time (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (contact type = direct outgoing telephony)

58 Direct Internal Handled

Total Time (TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (contact type = direct internal telephony)

59 Direct Email Outbound Handled

Total Time (ProcessingTime[AFM]) (contact type = direct outbound email)

60 Routed Talked Total Time TalkTime[AFM] (contact type = routed telephony or routed callback)

61 Routed Held Total Time HoldTime[AFM] (contact type = routed telephony or or routed callback)

Note: Emails are not included





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62 Routed Consulted Out

Total Time ConsultTime[AFM] (contact type = routed telephony or routed callback)Note: Emails are not included.

63 Other Total Time DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + BusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]

64 Work Average Time (*) WorkDur[ASFM]/(WorkCount[ASFM] + AdditionalWorkCount[ASFM])

65 Ring Average Time (*)RingTime[AFM] (contact type = routed telephony or routed callback) / (14 +AdditionalRingCount[AFM])

66 Handled Average Time (*) 53 / (21 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM], AdditionalProcessingCount[AFM]))

67 Routed Handled Average Time (*) 54 / (22 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM], AdditionalProcessingCount[AFM])) (contact type = routed telephony, routed callback or routed email)

68 Direct Handled Average Time (*) 55 / (26 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM], AdditionalProcessingCount[AFM])) (contact type = direct incoming telephony, direct outgoing telephony, direct internal telephony or direct outbound email)


Average Time (*) 56 / (27 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM]) (contact type = direct incoming telephony)


Average Time (*) 57 / (28 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM]) (contact type = direct outgoing telephony)


Average Time (*) 58 / (29 + max(AdditionalTalkCount[AFM], AdditionalHoldCount[AFM], AdditionalConsultCount[AFM]) (contact type = direct internal telephony)




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72 Direct Outgoing Email Handled

Average Time (*) 59 / (30 + AdditionalProcessingCount[AFM]) (contact type = direct outbound email))

73 Routed Talked Average Time (*) 60 / (22 + AditionalTalkCount[AFM) (contact type = routed telephony or routed callback)

74 Routed Held Average Time (*) 61 / (36 + AditionalHoldCount[AFM]) (contact type = routed telephony or routed callback)

75 Routed Consulted Out

Average Time (*)62 / (40 + AditionalConsultCount[AFM]) (contact type = routed telephony or routed callback)

76 Available Percent Time (*) 48 * '100' / 47

77 Work Percent Time (*) 49 * '100' / 47

78 Unavailable Percent Time (*) 50 * '100' / 47

79 Ring Percent Time (*) 51 * '100' / 47

80 Handled Percent Time (*) 53 * '100' / 47

81 Routed Handled Percent Time (*) 54 * '100' / 47

82 Direct Handled Percent Time (*) 55 * '100' / 47


Percent Time (*) 56 * '100' / 47


Percent Time (*) 57 * '100' / 47


Percent Time (*) 58 * '100' / 47

86 Direct Outbound Email Handled

Percent Time (*) 59 * '100' / 47

87 Other Percent Time (*) 63 * '100' / 47

88 Maximum Routed Handled Time

n/a MaxHandlingTime[AFM] (contact type = routed telephony, routed callback or routed email)

89 Routed Processing

Total Time ProcessingTime[AFM] (contact type = routed callback or routed email)

90 Routed Processing

Average Time ProcessingTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalProcessingCount[AFM]) (contact type = routed callback or routed email)





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A.3.2 Queue statistics calculations - Queue Historical reports

For descriptions of the statistics based on the calculations in this section, see “Queue Cumulative and Historical statistics” on page 27.


Name n/a Calltypekey[CT15]

All Received NumReceived[CT15]

Queued Before Received NumReceivedReq[CT15]

All Answered (*) NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]

Primary Answered NumAnsweredPrim[CT15]

Overflow Answered NumAnsweredOver[CT15]

Abandoned n/a NumAbandoned[CT15]

Redirected n/a NumRedirected[CT15]

Transferred Out of Scope

n/a NumTransferredOut[CT15

Service Level n/a (*) 8 formulassp_SvcLvlNum / sp_SvcLvlDenom

Abandon Rate n/a (*) NumAbandoned[CT15] / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirected{CT15])

Answered Rate n/a (*) (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]) / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirected{CT15])


(*) TotWaitTime[CT15] / (NumReceived[CT15] + WaitCountBegin[CT15])


(*) TotAnsWaitTime[CT15] / (NumAnsweredPrim[Ct15] + NumAnsweredOver[CT15])

Abandon Average Wait Time

(*) TotAbanWaitTime[CT15] / NumAbandoned[Ct15]


(*) TotRedirectWaitTime[CT15] / NumRedirected[Ct15]

Table 0-6 Queue statistics calculations


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(*) MAX ( MaxAnsWaitTime[CT15], MaxAbanWaitTime[CT15], MaxRedirectWaitTime[CT15])


MaxAnsWaitTime[CT15]


MaxAbanWaitTime[CT15]


MaxRedirectWaitTime[CT15]


(*) Answered1[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])










(*) Abandoned1[CT15] * 100 / NumAbandoned[CT15]









Minimum Contacts MinCountWaiting[CT15]

Average Contacts (*) TotWaiting[CT15] / Period[CT15]





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A.3.3 Group range statistics calculations

For descriptions of the statistics based on the calculations in this section, see “Group Real-Time statistics” on page 4.

Maximum Contacts MaxCountWaiting[CT15]

Interval Start Contacts WaitCountBegin[CT15]

Interval End Contacts WaitCountEnd[CT15]

Minimum Overflow MinCountOverflows[CT15]

Average Overflow (*) NumOverflows[CT15] / (NumReceived[CT15] + WaitCountBegin][CT15])

Maximum Overflow MaxCountOverflows[CT15]

Total User Involved Time

UserInvolvedTime[CT15]

Average User Involved Time

(*) UserInvilvedTime[CT15] / (NumAnsweredPrim[CT15] + NumAnswered[CT15] + HandleCountBegin[CT15])

Total Work After Contact

TotWorkTime[CT15]

Average Work After Contact

(*) TotWorkTime[CT15] / ( WorkCount[CT15] + WorkInProgress[CT15])

Total Contact Time TotContactTime[CT15]

Average Contact Time (*) TotContactTime[CT15] / (NumReceived[CT15] + ContactInProgress[CT15])

Total Email Defer Time TotDeferTime[CT15]

Average Email Defer Time (*) TotDeferTime[CT15] / (DeferCount[CT15] + DeferInProgress[CT15])

Total Email External Consult Time

TotConsultOutTime[CT15]

Average Email External Consult Time

(*) TotConsultOutTime[CT15] / (ConsultOutCount[CT15] + ConsultOutInProgress[CT15])




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A.3.4 Called number range statistics calculations - Destination Historical reports

For descriptions of the statistics based on the calculations in this section, see “Destination Historical and Cumulative statistics” on page 31.

Value Column Category Calculation

1 Group Name n/a GroupKey[gfm] or [gsfm]

2 Time Interval n/a Recordtimestamp[gfm] or [gsfm]

3 Calls Received (*) 5+7

4 All Offered (*) 6+8

5 Primary Received NumReceivedPrim[gfm]

6 Primary Offered NumOfferedPrim[gfm]

7 Overflow Received NumReceivedOver[gfm]

8 Overflow Offered NumOfferedOver[gfm]

9 All Consult Out (*) 10+11

10 Primary Consult Out NumConsultPrim[gfm]

11 Overflow Consult Out NumConsultOver[gfm]

12 All Transfer Out (*) 13 + 14

13 Primary Transfer Out NumTransferPrim[gfm]

14 Overflow Transfer Out NumTransferOver[gfm]

15 Received Here Offered Elsewhere

n/a NumRHOE[gfm]

16 Interval Start Contacts Waiting

WaitCountBegin[gfm]

17 Interval End Contacts Waiting

WaitCountEnd[gfm]

18 Maximum Logged On User

MaxCounLogOn[gsfm]

19 Minimum Logged On User

MinCountLogOn[gsfm]

20 Average Logged On User

TotLogonTime[gsfm]/Period[gsfm]

Table 0-7 Group range statistics calculations



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A.3.5 Callback Historical statistics calculations

For descriptions of the statistics based on the calculations in this section, see “Callback Cumulative and Historical statistics” on page 25.


Destination n/a ResourceKey[DNIS15]

Received Contacts NumReceived[DNIS15]

Answered Contacts NumAnswered[DNIS15]

Abandoned Contacts NumAbandoned[DNIS15]

Redirected Contacts NumRedirected[DNIS15]

System disconnected Contacts DisconnectedCount[DNIS15]

Requeued Contacts RequeuedCount[DNIS15]

Auto Handled Email Contacts AutoHandledCount[DNIS15]

Average Wait Time n/a TotalWaitTime[DNIS15] / (NumReceived[DNIS15] + InProgressStart[DNIS15])

Abandoned Rate n/a NumAbandoned[DNIS15] * 100 / (NumAnswered[DNIS15] + NumAbandoned[DNIS15] + NumRedirected[DNIS15])

Total Contact Time TotalContactTime[DNIS15]

Average Contact Time TotalContactTime[DNIS15] / (NumReceived[DNIS15] + ContactCountBegin[DNIS15])

Internal Start Not Handled Contacts

InProgressStart[DNIS15]

Internal End Not Handled Contacts

InProgressEnd[DNIS15]

Table 0-8 Called number range statistics calculations - Destination Historical reports

>Telephony and email contacts that are terminated by the HPPC workflow will be pegged as answered contacts and will be included in the System Disconnect statistics.


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Name Queue/Aggregate

The servers will provide only the queue or aggregate keys

All Callbacks NumCallbacks[CB15]

Queued Before Callbacks NumCallbacksReq[CB15]

Tries Callbacks NumTries[CB15]

Attempts Callbacks NumAttempts[CB15]

Attempts more than once

Callbacks NumAttemptsMoreThanOnce[CB15]

Successful Callbacks NumSuccessful[CB15]

Unsuccessful Callbacks (*)NumDeleted[CB15] + NumMaxRetry[CB15] + NumSheduledExpired[CB15] +NumTimedOut[CB15]

Reached Max Retry Count

Callbacks NumMaxRetry[CB15]

Scheduled Expired Callbacks NumScheduledExpired[CB15]

Timed Out Callbacks NumTimedOut[CB15]

Delected Callbacks NumDeleted[CB15]

Requeued out NumRequeued[CB15]

Percentage Successful

Callbacks (*) NumSuccessful[CB15] / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15]))

Percentage Unsuccessfu

Callbacks (*) (NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15]) / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15]))

Average Contact Time TotContactTime[CB15] /(NumCallbacks[CB15] + NumCallbacks[CB15] + AdditionalCallbacksCount[CB15]

Table 0-9 Callback Historical statistics calculations



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A.3.6 User/Department/Site Wrap-up Reason statistics calculations

For descriptions of the statistics based on the calculations in this section, see “User Wrap-up statistics” on page 34.


Name n/a Agentkey[wrapupreason]

Time Interval n/a Wrtimestamp[wrapupreason]

Note: wrapupreason is a transactional table; so the reporter server must group the data in intervals.

Wrap Up Reason Name

n/a Wrapupreasonkey[wrapupreason

Count n/a Count(*) from wrapupreason where keytype = 0 (not account codes)

Table 0-10 User/Department/Site Wrap-up Reason statistics calculations


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Nur für den internen Gebrauch Index

Index Z

Aaccumulated daily statistics 3-5Active Callbacks Report 4-5Active Contacts Report 4-4activity reports

reconciling 5-2aggregates

in Historical/Cumulative reports 3-4in Real-Time reports 3-3

alarm-eligiblestatistics 6-41

alarms/thresholdsin real-time reports 3-2

audible alarms, reports 3-2

CCallback Summary Cumulative Report 4-8Callback Summary Historical Report 4-14callbacks

in Historical reports 3-4in Real-Time reports 3-3

calls in queue, monitoring 3-1chart-eligible statistics 6-39conferencing statistics

in reconciling 5-1contact real-time

statistics 6-8creating reports

process 2-1Cumulative reports

introduced 3-5

Ddata calculations A-1deleted resource

in reconciling reports 5-2Destination Cumulative reports

introduced 3-5Destination Report 4-18destinations

A31003-S2265-A200-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Reporting Refe

cumulative reporting 3-5historical reporting 3-4

documentationfeedback 1-3formatting conventions 1-3related information 1-2

Eerrors, See reconciling reports

Ffinding

report statistics 6-1forecasting 3-5formulas

data calculations A-1

Gglossary 7-1Group Cumulative reports

introduced 3-5Group Status Report 4-3Group Summary Cumulative Report 4-7Group Summary Report 4-12groups

cumulative reporting 3-5historical reporting 3-4Real-Time monitoring 3-1

HHiPath ProCenter

purpose 1-1Historical reports

introduced 3-4historical reports

reconciling 5-1

Llocating

report statistics 6-1

rence Guide Z-1

Index Nur für den internen Gebrauch

HPPCSReportingIX.fm

MManager formulas

in reconciling reports 5-2media impact

in reconciling reports 5-2

Ppredefined reports

templates 4-1

QQueue Abandoned Contacts Profile Report 4-14

Queue Answered Contacts Profile Report 4-16

Queue Cumulative reportsintroduced 3-5

queue intervalin reconciling reports 5-1

Queue Status Report 4-5Queue Summary Cumulative Report 4-9Queue Summary Report 4-17queues

cumulative reporting 3-5historical reporting 3-4Real-Time monitoring 3-1

RReal-Time reports

charting in 3-2described 3-1statistics 6-1

reconciling reports 5-1activity reports 5-2conferencing statistics 5-1deleted resource 5-2historical 5-1Manager formulas 5-2media impact 5-2queue interval 5-1service level calculations 5-2system-suspended contacts 5-3upgrading issues 5-2user reports 5-1

wait time 5-2weighted averages 5-2

report 2-4report types

descriptions 3-1main 3-1

reporting level 2-4reporting options 2-1reports

activity 3-6charting in 3-2cumulative 3-5data 2-2deciding 2-6defining 2-6features 2-2historical 3-4output format 2-7problems, See reconciling reportsReal-Time 3-1reconciling 5-1scheduling 2-6templates 4-1

resources 2-5

Sscheduling, reports 2-6service level calculations

in reconciling reports 5-2sources

activity reports on 3-6statistics

alarm-eligible 6-41callback cumulative 6-25callback historical 6-25callback real-time 6-9chart-eligible 6-39contact real-time 6-8destination cumulative 6-31destination historical 6-31finding 6-1group cumulative 6-21group historical 6-21group real-time 6-4

A31003-S2265-A200-1-76A9, May 2005Z-2 HiPath ProCenter Standard, Version 6.5, Reporting Reference Guide

HPPCSReportingIX.fm

Nur für den internen Gebrauch Index

queue cumulative 6-27queue historical 6-27queue real-time 6-5real-time 6-1Scheduled Callback List 6-39source activity 6-37threshold-eligible 6-41user activity 6-35user cumulative 6-10user historical 6-10user real-time 6-2user wrap-up 6-34

Tterminology 7-1threshold-eligible, statistics 6-41thresholds/alarms 2-7

in real-time reports 3-2trends and forecasting 3-5types 2-4

Uupgrading issues

in reconciling reports 5-2User Cumulative reports

introduced 3-5User Performance Report 4-11user reports

reconciling 5-1User Resolution Report 4-12User Status Report 4-2User Summary Cumulative Report 4-6User Summary Report 4-10User Wrap-up Reason Report 4-19users

activity reports on 3-6cumulative reporting 3-5historical reporting 3-4Real-Time monitoring 3-1

Vviews

real-time resource monitoring 3-1visual cues, reports 3-2

Wwait time

in reconciling reports 5-2weighted averages

in reconciling reports 5-2Wrap-up Reason Cumulative reports

introduced 3-5

A31003-S2265-A200-1-76A9, May 2005HiPath ProCenter Standard, Version 6.5, Reporting Reference Guide Z-3

www.siemens.com/hipath

Siemens AG 2005 • Siemens Communications • Hofmannstraße 51 • D-81359 München, GermanyReference No.: A31003-S2265-A200-1-76A9 Subject to availability. Right of modification reserved.

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