HiPath ProCenter Reporter User Guide - the HiPath Knowledge Base

Reporter User GuideHiPath ProCenterVersion 5.1 SMR CAugust 2004A31003-S2251-A200-4-76A9

WarningHackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we donot know of any telecommunications system that is immune to this type of criminal activity. Siemens AG willnot 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 thesecurity features and to establish security practices within your company, including training, securityawareness, and call auditing.Siemens sales and service personnel, as well as Siemens business partners, are available to work with youto help you guard against this unauthorized use of your telecommunications system.August 2004Job No. 5236No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or byany means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission ofSiemens. The software described in this publication is furnished under a license agreement and may be usedonly in accordance with the terms of that agreement.Request Siemens publications from your Siemens representative or the Siemens branch serving you.CallBridge, PhoneMail, RésuméRouting and ProCenter are registered trademarks, and Prompt Response isa trademark of Siemens Information and Communication Networks, Inc.Hicom and Siemens are registered trademarks, and HiPath is a trademark of Siemens AG.All other trademarks and company names are the property of their respective owners.Copyright © Siemens AG 1999–2003. All rights reserved.

Nur für den internen GebrauchMRGhist.fmHistory of ChangesHistory of Changes 0Revision Number Date SummaryA31003-S2251-A200-4-76A9 August 2004 Updated for Version 5.1 SMR C.G281-0801-02 November 2003 Updated for Version 5.1 SMR B.G281-0801-01 March 2003 Updated for Version 5.1 SMR A.G281-0801-00 December 2002 Original publication.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 0-1

MRGbookTOC.fmContentsNur für den internen Gebrauch3.4 Completing the Report Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-103.5 Updating a Scheduled Print Job with New Information. . . . . . . . . . . . . . . . . . . . . . . . 3-103.6 Backing Up and Restoring Your Saved Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-113.7 Configuring Regional Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-123.8 Using the Life of Call Utility (Call-By-Call Reporting only). . . . . . . . . . . . . . . . . . . . . . 3-123.8.1 Building a Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-143.8.2 Life of Call Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-163.8.3 Fields in Life of Call Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-224 Graphical Report Writer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 Selecting Graph Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24.2 Setting Graph Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34.3 Displaying and Modifying Graph Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-44.4 Gallery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-54.5 Tips for a Better Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-75 Scheduling Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Types of Data in the Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1.1 When Data for a Report is Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.1.2 Work-Arounds for Weekly and Monthly Reports . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25.2 Time Types in Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-35.2.1 Examples of Relationship Between Time Range and Run Time . . . . . . . . . . . . . . 5-45.3 One-time Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.4 Hourly Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.4.1 Auto Roll Time Period. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-55.4.2 Start and End Times for Hourly Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-65.5 Daily Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-65.6 Weekly Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-65.7 Monthly Scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-66 Statistical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Understanding the Reports and Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.2 FlexRouting and Skills-based Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-36.3 Agent Work Load Summary Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-36.3.1 Descriptions of Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-56.3.2 Differences Among the Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-76.3.3 Reporting Database Tables Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-76.4 Agent Work Load Breakdown Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-86.4.1 Descriptions of Report Data for Voice Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-106.4.2 Reporting Database Tables Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-116.4.3 Descriptions of Report Data for Non-Voice Media . . . . . . . . . . . . . . . . . . . . . . . . 6-136.4.4 Reporting Database Tables Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-146.5 Agent Summary by Call Type Report (Call by Call Reporting) . . . . . . . . . . . . . . . . . . 6-156.5.1 Descriptions of Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-176.5.2 Differences Among the Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-196.5.3 Reporting Database Tables Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-19A31003-S2251-A200-4-76A9, August 20040-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGbookTOC.fmContentsA.2.20 Uservgmatch Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-46A.2.21 Teams Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-46A.2.22 Skills Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-46A.2.23 Virtual Groups Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-47A.2.24 CallTypes Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-47A.2.25 CallTypeUsers Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-50A.2.26 CallTypeSiteData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-50A.2.27 CallTypeSteps Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-51A.2.28 CallTypesSvcLv Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-51A.2.29 Routing Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-51A.2.30 Sites Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-53A.2.31 Servers Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-57A.2.32 Resources Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-58A.2.33 ResourceUsers Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-59A.2.34 ResourceSvcLvl Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-59A.2.35 SiteTransferInfo Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-60A.2.36 SystemParameters Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-60A.2.37 Messages Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-69A.2.38 WalkawayCodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-70A.2.39 WrapupReasons Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-72A.2.40 WrapupData Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-72A.2.41 Lbsettings Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-73A.2.42 Lbcriteria Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-74A.2.43 Lbsites Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-74A.2.44 Lbsitesequence Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-75A.2.45 Notifications Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-75A.2.46 AccountCodes Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-76A.2.47 Aggregates Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-76A.2.48 AggregateComponent Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-77A.2.49 AggregateUsers Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-77A.2.50 CallbackResult . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-78A.2.51 CallCenterDaily Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-78A.2.52 CallCenterExcept Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-79A.2.53 ExcludedCallbacks Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-80A.3 Miscellaneous Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-81A.3.1 ChangeLog Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-81A.3.2 ErrorRecord Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-82A.3.3 DefaultedRouting Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-82B Data Dictionary for the Graphical Report Writer . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1B.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1B.2 Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1B.2.1 Agent Contact Center Voice Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2B.2.2 Agent Email Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-10B.2.3 Agent Callback Data and Agent Callback Data by Callback Origin . . . . . . . . . . B-13A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 0-9

MRGbookTOC.fmContentsNur für den internen GebrauchB.2.4 Agent Non-Contact Center Voice Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-14B.2.5 Agent Chat Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-17B.2.6 All Possible Agent Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-19B.3 Call Type Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-38B.4 Call Type Data by Callback Origin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-46B.5 Email Data by Resolution Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-48B.6 Source Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-528.6 Destination Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-55B.7 Trunk Group Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-58C Customized Reports and ODBC Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.1 Installation Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.2 Using Crystal Reports to Create Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2C.3 Creating the RCF Text File. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3C.3.1 Format of the RCF Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-3C.4 Additional Required Parameters for Customized Reports . . . . . . . . . . . . . . . . . . . . . C-21C.5 Reporter User Function Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-22C.5.1 GMT Time Conversion Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-22C.5.2 Time Formating Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-23C.5.3 Math Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-24C.6 Selecting Members in a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-25C.7 Converting Version 4 or 5.01 Custom Reports to Version 5.1 . . . . . . . . . . . . . . . . . . C-29C.7.1 Upgrading a Version 4 Custom Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-29C.7.2 Upgrading a Version 5.0.1 Custom Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-31D Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1D.1 If Reporter Is Down, Reports Do Not Run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1D.2 Handling Report Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . D-1Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1A31003-S2251-A200-4-76A9, August 20040-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGpref.fmAbout This GuideWho Should Use This Guide1 About This GuideThis guide introduces the HiPath ProCenter Reporter application, part of the HiPath ProCentersuite of applications.1.1 Who Should Use This GuideThis guide is designed for contact center administrators who use the Reporter application.1.2 How to Use This GuideChapter 2 introduces the Reporter application.Chapter 3 explains how to use the Reporter interface.Chapter 4 explains how to use the Graphical Report Writer.Chapter 5 provides additional information on scheduling reports.Chapter 6 provides samples of the statistical reports and explains how to interpret them.Chapter 7 provides samples of the configuration reports and explains how to interpret them.Chapter 8 provides samples of the audit and simulation reports and explains how to interpretthem.The appendixes contain supplementary information.This guide also contains an index.1.3 Related InformationThe following guides contain more information about the ProCenter Suite.HiPath ProCenter ACD Administrator User Guide, Version 5.1 SMR C, A31003-S2251-S200-3-7620This guide describes the ACD Administrator application, and provides information onconfiguring HiPath 4000 switch resources.HiPath ProCenter Administrator, Entry Suite, Version 5.1 SMR C, A31003-G7351-A400-4-76A9This guide describes the Administrator application. It provides information on configuring theProCenter Entry Suite and includes a glossary of ProCenter terminology.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 1-1

Nur für den internen GebrauchMRGpref.fmAbout This GuideFormatting ConventionsCRM Ready Kit for SAP ICI Version 5.1 SMR C, A31003-S2251-E100-4-76A9This guide describes how to configure and use the SAP ICI CRM Integration components.CRM Ready Kit for Siebel 2000, Version 5.1 SMR C, A31003-S2251-E300-4-76A9This guide describes how to configure and use the CRM Ready Kit that integrates HiPathProCenter with Siebel 2000.CRM Ready Kit for Siebel 7, Version 5.1 SMR A, A31003-S2251-E500-4-76A9This guide describes how to configure and use the CRM Ready Kit that integrates HiPathProCenter with Siebel 7.1.4 Formatting ConventionsThe following formatting conventions are used in this guide:BoldThis font identifies ProCenter components, window titles, and item names.ItalicsThis font identifies terms or phrases which are explained in the glossary or the online help.Monospace FontThis font distinguishes text that you should type, or that the computer displays in a message.1.5 Documentation FeedbackTo report a problem with this document, call your next level of support:●Customers should call the Siemens Customer Support Center.● Siemens employees should call the Interactive Customer Engagement Team (i-Cet ).When you call, be sure to include the following information. This will help identify whichdocument you are having problems with.●●Title: HiPath ProCenter Reporter User GuideOrder Number: A31003-S2251-A200-4-76A9A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 1-3

MRGpref.fmAbout This GuideDocumentation FeedbackNur für den internen GebrauchA31003-S2251-A200-4-76A9, August 20041-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.12 Introducing the Reporter ApplicationReporter enables you to run the following types of reports about activity in your contact center:● Call-by-call tracking through the Life of Call Utility (described in Section 3.8 on page 3-12)● Graphs through the Graphical Report Writer (described in Chapter 4)● Statistical reports (described in Chapter 6)● Configuration data reports (described in Chapter 7)● Audit and simulation reports (described in Chapter 8)You can run reports with data from a Design Database, from a Production Database, or from aCentral Reporting Database.>The settings for Reporter window size and last database connected to, are storedon a user-by-user basis in Registry settings. These settings cannot be saved unlessthe specific Supervisors or Enterprise Managers using Reporter from a particularworkstation have a Windows user account set up on that workstation. This useraccount must be assigned Administrator rights in order to save those settings. Ifthere is no user account or the Administrator rights are not assigned, the Reporterapplication will function normally except that the window size and last databaseconnected will not be saved.2.1 What is New in Version 5.1The Reporting components have been upgraded to give you more insight into your contactcenter.2.1.1 New Report Content●You can use HiPath ProCenter to keep track of information about the source anddestination of the contacts arriving in your contact center. Specific reports are:– Destination report – tracks DNIS numbers of telephony contacts, To field valuesassociated with email contacts, and URLs of Web pages from which customersinitiatedchat contacts.– Source report – tracks ANI numbers of telephony contacts, From field valuesassociated with email contacts, and customer IP addresses of chat calls (unless theWeb application provides a customer identifier).●Trunk group usage statistics are now available in the following new reports:– Trunk Group Call Volume Summary report – shows call activity on a trunk groupA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-1

MRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.1Nur für den internen Gebrauch– Trunk Group Percent Usage report – shows ProCenter activities as percentages ofoverall usage– Trunk Group Average Usage report – shows average usage times of variousProCenter activities on trunk groups>Trunk group reports are only available if HiPath ProCenter is working with aHiPath 4000 switch.●With migration of email processing to the HiPath ProCenter Email Server and incorporationof Chat as a fully-supported media type, better statistics for contacts of these media typesis now available. Reporter incorporates data from chat sessions and email contacts into avariety of standard reports. New reports specifically with Email and Chat statistics include:– Email Agent Summary by Call Type Report– Email Call Type Summary by Agent ReportThe Agent 15-minute Performance Distribution and Agent Summary by Call Type reportsnow let you specify a specific media type to report on.Chat and Email statistics have also been incorporated into other existing reports.2.1.2 Other New ReportsOther new reports include:●●Call Steps Report – provides configuration details for each ProCenter call type and has calldisposition statistics for each call step for the call typeBusiness Rules Routing Configuration Data Report – provides a configuration summary onusage of the new Business Rules Routing feature. New for the 5.1 release of HiPathProCenter, for SMR A this report was renamed from Customer Value Routing Data Report.In addition, there are new site and department level reports that were previously only availablewith agent level reporting.2.1.3 Modified ReportsReports that have been modified since Release 4 include:● Agent Work Load Reports – For version 5.0.1, the Unavailable Reasons box in the 15-minute report was moved to the Agent Performance Distribution report, and was expandedto include Work reasons. The column on the Other percent time was removed from thisreport and now appears on the Agent Performance Distribution report. An Average WorkTime column was added to the Agent Workload Report.With version 5.1, you can now select the media type on which you want to run a report.A31003-S2251-A200-4-76A9, August 20042-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.1●●●●Agent Work Load Breakdown Reports – The four report set has been modified into an eightreport set. There are four for Voice Media, and four for Non-voice Media. This allows moredetailed email and chat data to be presented.Agent Performance Distribution – With version 5.1, you can now select the media type thatyou want reported on when working with the 15-minute version of the report.Agent States Chart – For version 5.0.1, Agent states presentation was improved. Thestates match the percentages displayed in the Agent Performance Distribution reports.Agent Summary by Call Type Report – For version 5.0.1, the following new columns wereadded:– Contacts Abandoned– Contacts Transferred or Parked– Number of Holds– Average Hold TIme– Contacts < 10 SecondsWith version 5.1, when generating the 15-minute version of the report, you can now specifythe media type on which to report.●●Agent Settings Report – For version 5.1, this report was updated to include the ChatAutoGreeting message used by an agent.Switch Resource Configuration Report – For version 5.0.1, Resource Length and ServiceLevel Target columns were added for each resource. For version 5.1, the report nowincludes details in the following resource types:– Trunk Group– Telephony Source– Email Source– Chat Source– Telephony Internal Destination– Telephony External Destination– Email Destination– Chat Destination●Call Type Answered Profile and Call Type Abandoned Profile Reports – Now provide theability to select multiple call types. The reports also show grouped statistics for all timeintervals. The intervals you can select to report on have been increased to 60 seconds from30 seconds.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-3

MRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.1Nur für den internen Gebrauch●●●Call Type Summary – For version 5.1, this report was updated to include an AbandonCount column.Routing Table Configuration Data Report – has a new Routing Method column. Itindicates whether an entry is a standard Routing Table entry or whether the entry invokesthe Business Rules Routing feature. For information on the Business Rules Routingfeature, see the HiPath ProCenter Administrator Guide.Most Call Type reports have been internally modified to account for the new chat data.2.1.4 New Reporter FeaturesNew Reporter application features include:●Reporter Security – The logging in procedure has been updated to allow access toSupervisors and Enterprise Managers only. In addition, reports generated by Supervisorsand Enterprise Managers, will only include statisitics on resources (agents, call types, ACDGroups) that they are permitted to monitor. Those permissions are granted on an individualbasis, using the Administrator application. Should Supervisors and Enterprise Managershave Agents who report to them having permissions on call types and ACD Groups aboveand beyond the Supervisors and Enterprise Managers themselves, the respective reportson those Agents will include those call types and ACD Groups. Enterprise Managers canalways monitor all items in a Central Reporting Server.>With respect to agent reports, a Supervisor's permissions to view agent'sperformance only applies to sites with Full Performance Reporting. Forexample, if a Supervisor using Reporter is logged on to a site with FullPerformance Reporting, the statisitics in reports they generate would be basedstrictly on the agents that the supervisor has permission to view. On the otherhand, if a Supervisor using Reporter is logged on to a site with Department levelReporting, the statisitics in reports they generate would be based on all agentsat the site.●Graphical Reporting – For version 5.0.1, a major new utility was added to Reporter thatallows you to graph much of the data that is stored in the database. In addition, you cangraph many predefined calculations, such as average talk time. For version 5.1, theGraphical Reporter was updated to allow graphing of daily, weekly, and monthly rollup datain addition to the 15-minute rollup data available in version 5.0.1.A31003-S2251-A200-4-76A9, August 20042-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.12.1.5 Miscellaneous ChangesAdditional changes to Reporting components include:●More rollup data is available on Central Reporting Servers and display of times has beenmade more flexible:– In addition to the 15-minute, daily, weekly, and monthly data rolled up to GreenwichMean Time (GMT) on the Central Reporting Server, rollup data reflecting the localtimes at production servers is now available on those Central Reporting Servers. Thislets you compare performance for different contact centers using local times.– When generating 15-minute rollup data reports against a Central Reporting Server,you can view the results in GMT or have the times converted to your time zone.– When generating daily, weekly, or monthly reports against a Central Reporting Server,you can use the rollup information that has been normalized to GMT or the rollup timesreflecting the local times from the Production Servers that provided the rollup data.– Changes in Daylight Savings Time no longer adversely affect Reporter.Other minor changes that have been made are to simplify and clarify Report Generation andmodifications to Custom Reporting.2.1.6 Upgrade ImpactTable 2-1 shows the mapping of the FlexRouting ACD reports to the equivalent HiPathProCenter reports.ACD ReportHiPath ProCenter EquivalentACD Group Summary ReportCall Type Summary ReportACD Group Detail ReportCall Type Volume Summary ReportsACD Group Time ReportCall Type Service Summary ReportsACD Group Answered Call Profile Report Call Type Answered Call Profile ReportACD Group Abandoned Call Profile Report Call Type Abandoned Call Profile ReportACD Agent Performance Summary Report Agent Voice Peg Count ReportsACD Agent Performance Time Report Agent Workload Breakdown Reports - VoiceMediaACD Agent Performance Distribution Report Agent Performance Distribution ReportsACD Routing Table Summary Report Not applicableACD Routing Table Time ReportNot applicableTable 2-1 ACD APP Report Mapping Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-5

MRGxplr.fmIntroducing the Reporter ApplicationWhat is New in Version 5.1Nur für den internen GebrauchACD ReportACD Routing Table Steps ReportACD Routing Table Answered Call ProfileReportACD Routing Table Abandoned Call ProfileReportACD Agent Transaction Code ReportTransaction Code ReportSource Number ReportSource Number Server Group ReportDNIS/DID ReportTrunk Group Call Volume ReportTrunk Group Usage ReportServer Group Summary ReportServer Group Time ReportServer Group Call Profile ReportCollected Data ReportThe impact on customers who upgrade from HiPath ProCenter Version 4 to 5.1 is as follows:●●New database tables (no visible effect when performing the upgrade)Modified database tablesHiPath ProCenter EquivalentCall Steps ReportNot applicableNot applicableTable 2-1 ACD APP Report Mapping Table (Sheet 2 of 2)Agent Wrapup Reason ReportCall Type Wrapup Reason ReportSource ReportNot applicableDestination ReportTrunk Group Call Volume Summary ReportTrunk Group Average Usage Report orTrunk Group Percentage Usage ReportNot applicableNot applicableNot applicableNot applicableSeveral configuration and statistical tables have had fields added to them. These new fieldsshould be transparent to the customer, unless they have a custom Crystal report whichutilizes one of these tables. In this case, the custom report should be opened in the CrystalDevelopment, and the new table structure accepted. No existing data will be lost in theupgrade.The impact of upgrading from HiPath ProCenter Version 2.6 or 3.0 to 5.1 is the same as theimpact of going from 2.6 or 3.0 to HiPath ProCenter Release 4.A31003-S2251-A200-4-76A9, August 20042-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationCentral Reporting for Networked Contact Centers2.2 Central Reporting for Networked Contact CentersIf you have the Networked Reporting feature, you can use additional reports to access the datafor networked calls in the Reporting Database. Central reporting is a function available only withthe Networked Call Center feature. This function enables you to create comparative multi-sitereports. You can compare performance and traffic statistics among multiple sites within a singlereport.Section 2.7 on page 2-11 contains more information about Central Reporting.2.3 Call-by-Call ReportingIf you have the Call-by-Call Reporting feature, you can use the Extended Historical Reports toaccess the call-by-call data in the Reporting Database. With this feature, you can create reportsthat provide the following information:●●●The distribution of caller wait timesThe distribution of caller abandon timesThe detailed performance statistics for your agents, departments, and call types.The level of detail depends on the level of Restricted Reporting you are using.2.4 Restricted ReportingThe Restricted Reporting feature can suppress individual performance statistics in defaultreports and Call-by-Call reports. Restriction levels do not apply to configuration or audit reports.>With respect to agent reports, a Supervisor's permissions to view agent'sperformance only applies to sites with Full Performance Reporting. For example, ifa Supervisor using Reporter is logged on to a site with Full Performance Reporting,the statisitics in reports they generate would be based strictly on the agents that thesupervisor has permission to view. On the other hand, if a Supervisor using Reporteris logged on to a site with Department level Reporting, the statisitics in reports theygenerate would be based on all agents at the site.You can apply one of three levels of Restricted Reporting in the ProCenter Suite, which affectreports as follows:●●●Full Performance Reporting – Reports with agent data display specific performancestatistics for each agent. This is the default for the U.S. Version.Department Performance Reporting – Reports with agent data display departmentstatistics instead of agent statistics.No Performance Reporting – Reports with agent data omit the following data fromreports:A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-7

MRGxplr.fmIntroducing the Reporter ApplicationServer Impact GuidelinesNur für den internen Gebrauch– Agent names– Agent IDs– Agent performance statistics– Department names– Department performance statistics– Adherence threshold values (appear in reports as zero)The restriction level is applied to the actual data in the database; restricted data does not existin the database. Therefore, even custom reports cannot access restricted data.>Changing a site's Restricted Reporting Level setting is not supported. You shouldonly change the Restricted Reporting Level for a site with the assistance of qualifiedSiemens support Personnel.2.5 Server Impact GuidelinesThe report load, whether for standard HiPath ProCenter reports, custom reports, or other OpenDatabase Connectivity (ODBC) methods, must be limited during working hours to prevent anadverse impact on the HiPath ProCenter servers, particularly to the Administration Server. TheAdministration Server might have a slower response time, indicate that it has temporarily goneoffline.2.5.1 Limit Reports to Ten Thousand RecordsA good measure of report load is the number of records that must be retrieved from thedatabase to generate the reports. The suggested limit is 10,000 records. The number ofrecords retrieved is affected by the following:●●●●Number of reports being run at one timeType of reportsInterval covered by the reportNumber of entities in the reportsAs an example, consider reports that include statistics on calls received. Among others, AgentSummary by Call Type Reports and Call Type Answered Call Profile Reports fall into thiscategory. An incoming call typically creates a single call-related record and one or two agentrelatedrecords. Assuming a worst case scenario of three records per call, then a contact centerhandling 1000 calls per day would be accumulating 3000 new records per day. To stay underthe 10,000 record limit, report intervals should not exceed three days in this case.If you must exceed the limit of 10,000 records, you can do the following:A31003-S2251-A200-4-76A9, August 20042-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationServer Impact Guidelines●●●●Run fewer reports at one timeRun the reports during off hoursShorten the time span of the reportsReduce the number of entities in the reports>The number of records retrieved by a report is displayed in the upper right handcorner of the report window.2.5.2 Statistical ReportsTo determine the approximate number of records that a report will retrieve from the database,use the following guidelines for statistical reports:Extended reportsFifteen-minute reports (Astatistical report is a 15-minute report unless“Daily”, “Weekly”, or“Monthly” is in the title.)DailyWeeklyMonthlyTable 2-2Two records per contact.This is based upon the call load of the contact center and thepercentage of contact center contacts handled by the agents,departments or sites selected to report on. Call load affects onlythe Extended Reports.One record for each selected agent, department or site, per 15-minute time period within the time span of the report.One record for each selected agent, department or site, per day,within the time span of the report.One record for each selected agent, department or site, per week,within the time span of the report.One record for each selected agent, department or site, permonth, within the time span of the report.2.5.3 Audit ReportsThe number of records retrieved for these reports ,vary depending upon the number ofconfiguration changes within the contact center, the number of errors logged, and the numberof calls that followed the default routing.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-9

MRGxplr.fmIntroducing the Reporter ApplicationRecommendations for Running ReportsNur für den internen Gebrauch2.5.4 Configuration ReportsThese reports tend to be small and do not impact the performance of HiPath ProCenterServers.2.5.5 Simulation ReportsThe impact of these reports varies widely from contact center to contact center. To ensureminimal impact on your contact center, run these reports during low volume periods or offhours.2.6 Recommendations for Running Reports2.6.1 Update the Reporting DatabaseIf you made any changes to the Production Database since the last database maintenancehour, you should update the Reporting Database before generating a report.>You should update the Reporting Database only during periods when the contactcenter is not busy, since it might have an adverse effect on system performance.Also, if the Reporting Database has been updated while you are logged on, you willneed to log off the Reporter application and log back on, using the updatedDatabase.If new agents, call types, callback types, or departments have been added to the ReportingDatabase, you might not see these items in the Report Parameters dialog box unless you logoff the Reporting Database and then log on again.2.6.2 Do Not Change Regional Date and Time SettingsYou should not change your computer’s Regional Settings for date and time while you havereports, graphs, or queries scheduled or saved. This may cause confusion about the actualdates and times that you want to run reports. Delete any saved or scheduled reports, graphs,or queries before changing these settings.In addition, you should set the Time Separator in your Regional Settings to colon (:). TheReporter application expects to receives times from the Operating system using this format.2.6.3 Periodically Delete Temporary FilesWhen you export a report, Crystal Reports can place temporary files in your TEMP directory(usually \Windows\TEMP). The system environment variable TEMP indicates the exactlocation.A31003-S2251-A200-4-76A9, August 20042-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationWhen You Are Connected to a Central Reporting ServerYou should periodically delete these temporary files, which are in the format crt??.tmp.2.7 When You Are Connected to a Central Reporting ServerThe main difference between a Central Reporting Server and a Production Server is that theCentral Reporting Server can contain information from more than one site. This sectionprovides information about a Central Reporting Server connection.You must be aware of the following general effects:●●●●Simulation reports are not available on the Central Reporting Server.You can select data from more than one site in any report.On the Central Reporting Server, the call-by-call data is continuously collected, and isaccessible to the Reporter application. On the Production Server, new call-by-call data isavailable only on the 15-minute boundary. Therefore, the results displayed in ExtendedReports executed more than once on the Central Reporting Server within a fifteen minutetime period can vary. On the Production Server, they cannot.In addition to call-by-call data, a Central Reporting Server stores two sets of rolled up data:●●Local time rollup data – Daily, weekly, and monthly level rollup data received fromProduction Servers and stored as is, with times reflecting the local time on theProduction Server. Reports run against this data would show identical statistics to thesame reports run against individual Production Servers.GMT rollup data – 15-minute, daily, weekly, and monthly level rollup data with timesfor all Production Servers normalized to Greenwich Mean Time (GMT). This rollupdata is created on the Central Reporting Server. The Central Reporting Serverreceives the call-by-call information from each site and rolls that data up to the 15-minute, Daily, Weekly, and Monthly levels using GMT times. That is, all data isprocessed as if it were in the same time zone. The effects are as follows:●●For 15-minute data: the date/time is converted to GMT. In a report, the Reporterprovides the option of displaying GMT times, or converting the GMT times to thelocal time of the computer from which the report was requested.For Daily, Weekly, and Monthly data: the data is rolled up using a GMT day andnot the local day as in a Production server.●Any feature that has been purchased and enabled on a site that is part of the CentralReporting Server is enabled for all sites on the Central Reporting Server. For example, ifone site is enabled for Call-by-Call Reporting, all sites are enabled for Call-by-CallReporting.But there might not be any data for that feature in the sites where the feature is not normallyenabled.)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-11

MRGxplr.fmIntroducing the Reporter ApplicationWhen You Are Connected to a Central Reporting ServerNur für den internen Gebrauch2.7.1 Restricted Reporting Feature and Central ReportingThe least restrictive Restricted Reporting Level among the restriction levels on all the sites isused for all sites. For example, if one site is using Full Performance Reporting where you canaccess agent data and the other site is using No Performance Reporting, where you cannotaccess agent data, it will appear that both sites are using Full Performance Reporting. Thelesser restrictive data will not exist on the restricted sites and so the Restriction level will not beviolated.The third column in Table 2-3 indicates what you are selecting in a report when the restrictionlevels among the sites are not the same.If a site is at this restrictionlevel:2.7.2 Use of Life of Call UtilityAnd the Central ReportingServer is using thisrestriction level:Use the Life of Call Utility to track the call-by-call details of a call that has been sent or receivedto another site. You first must run a query against the site that sent the call. Record the valuesof the Call IDs for those calls that you want to track. Then, run a second query on the secondsite, where the Reference Call ID is equal to the Call IDs of the calls that you want to track.2.7.3 Time display options for Central ReportingThen the entry for this sitein the Agents’ orDepartments’ list will be:No Performance Reporting Full Performance Reporting All Agents - Site RestrictedNo Performance Reporting Department Performance All Departments - SiteReportingRestrictedDepartment PerformanceReportingTable 2-3Full Performance Reporting Agents -Department RestrictedSpecial Terms for Restriction LevelsReport time display options against a Central Reporting Database depend on the rollup levelof the report you are generating. It also depends on whether you are using GMT or Local Time(Production Server) rollup data when running the report.2.7.3.1 Time Display Options for 15-minute ReportsFor 15-minute level reports, rollup data is stored only in GMT format. You can view it in GMTformat or have the GMT times converted to reflect your time zone. When generating a 15-minute report, you can select the Display Time as GMT (Greenwich Mean Time) check box inthe Report Parameters dialog box to generate reports that display records with GreenwichMean Time (for example, 10 a.m. Eastern Time is 15:00 GMT) instead of the local site time.A31003-S2251-A200-4-76A9, August 20042-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGxplr.fmIntroducing the Reporter ApplicationCreating Custom Reports and Accessing DataThis is helpful because the Central Reporting Database contains records from all remote sites,some of which could be in different time zones. Using the Display Time as GMT optionstandardizes the time of each record to GMT instead of displaying in the local time of the PCclient requesting the report.If you leave the Display Time as GMT (Greenwich Mean Time) check box unselected, timesdisplayed are converted to the local time of the requesting computer.When your records are displayed as GMT, the text (GMT) appears next to the site name at thetop of the report.2.7.3.2 Time Display Options for Daily, Weekly, and Monthly ReportsFor daily, weekly, and monthly level reports, two sets of rollup data are available:●●GMT Data – call-by-call data is rolled up from all participating Production Servers, with alltimes normalized to GMTLocal time data – the rollup data generated on each participating Production Server isstored as-is, on the Central Reporting ServerWhen generating a daily, weekly, or monthly report against a Central Reporting Database, youcan select one of two options on the Report Parameters dialog box, to determine the set ofrollup data against which you want to run the report:●●Use GMT Data produces a report against the GMT rollup data. All times are displayed inGMT format.Use Local Time Data produces a report against the local time rollup data. All timesdisplayed reflect the local time of the Production Server from which the Central ReportingServer received the rollup data.2.8 Creating Custom Reports and Accessing DataReporting databases are compliant with the Open-Database Connectivity (ODBC) standard. Ifyou need to create your own custom reports, or need to access the data in other ways, you canuse any ODBC-compliant tool to gain access to the Reporting Database on the HiPathProCenter server.If you need to generate reports other than the standard reports provided with the ProCenterSuite, useful tools for report creation include Crystal Reports, MS Access, and Excel.Before creating customized reports or accessing the data, you must:●Set up an ODBC client. For more information, see Appendix C, “Customized Reports andODBC Connectivity”.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 2-13

MRGxplr.fmIntroducing the Reporter ApplicationCreating Custom Reports and Accessing DataNur für den internen Gebrauch●●●●Understand the structure of the tables in the Reporting Database. For more information,see Appendix A, “Tables in the Reporting Database”.Understand the restrictions on the type of parameters a report uses and other informationof interest to the ODBC programmer. For more information, see Appendix C, “CustomizedReports and ODBC Connectivity”.Retrieve the data from the database.Manipulate the data, so that it appears in an easily understood format in the custom report.The Reporter application has been designed so that the Crystal Reports templates that youcreate can be incorporated with the standard HiPath ProCenter reports. This allows people inyour company to use your custom reports the same way they use the standard reports. Formore information, see Appendix C, “Customized Reports and ODBC Connectivity”.If you use an application other than Crystal Reports, you can access the data from the otherapplication, but not from Reporter.A31003-S2251-A200-4-76A9, August 20042-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceAbout the Reporter User Interface3 Using the Reporter InterfaceThis chapter provides an introduction to the Reporter user interface. It provides basicinformation on how to generate reports.>You cannot run the Administrator application at the same time the Reporterapplications, if the client machine is running Windows 95 or 98.3.1 About the Reporter User InterfaceFrom the main Reporter window (Figure 3-1), you can navigate through a system of folders inthe left pane to find the report you want to run. For example, the Statistical Reports are groupedinto the Statistical Reports folder, and the Agent reports are grouped into the Agent Reportsfolder.List of pending scheduled jobsList of reportsFigure 3-1Main Reporter WindowA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-1

MRGgui.fmUsing the Reporter InterfaceAbout the Reporter User InterfaceNur für den internen GebrauchYou can browse through the folders and select reports to schedule, display, print, email, orexport.When you choose to run a report at a later time, the report information appears in the scheduledjobs list. The right pane shows the scheduled jobs that are pending.>Note that the scheduled jobs displayed are only those jobs applicable to thesite to which you are currently connected.For example, if you have production systems and a Central Reporting system butare currently logged on to the Central Reporting system, you will see only those jobsscheduled for the Central Reporting system. If you are logged on to one of theproduction systems you will see only the jobs scheduled for that production system.You can also click the Toggle button on the tool bar to preview the layout for a selected report(Figure 3-2). Note that the Preview function does not show the report with real data; it simplyshows the report layout.Figure 3-2Preview WindowA31003-S2251-A200-4-76A9, August 20043-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceAbout the Reporter User InterfaceThe menu bar and tool bar of the main window contain the commands and buttons describedin Table 3-1.Command Button DescriptionFileSelect NewLogon to a different ProCenter server.DatabasePrint SetupSelects the printer to print to.ProCenter Applications You can launch any of the ProCenterapplications that are installed on your computer.Start the Administrator application.Start the Supervisor application.Start the Enterprise Manager application.Start the Simulator application.Start the IT Monitor.Start the Agent Application.EditExitCopy Saved ReportDelete Saved ReportExits the Reporter ApplicationCreates another copy of a previously savedreport under a new name.Delete the selected saved report.ViewRename SavedReportView Tool BarView Status BarReport LayoutPreviewCollapse AllExpand AllRename the selected saved report.Shows or hides the Reporter toolbar.Shows or hides the status bar.Toggle between viewing the scheduled jobs listand a preview of the selected report’s layout.Closes all the folders in the left pane.Opens all the folders in the left pane and displaysall reports.Table 3-1 Commands on Menu Bar and Tool Bar (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-3

MRGgui.fmUsing the Reporter InterfaceAbout the Reporter User InterfaceNur für den internen GebrauchCommand Button DescriptionScheduleSchedule ReportHoldEnables you to select the report parameters,destination, and schedule for a report.Put the scheduled print job on hold.ReleaseRun NowReleases the selected print job that was on hold.Runs the scheduled report immediately.ModifyModifies the selected print job.DeleteDeletes the scheduled print job.ToolsHelpGraphical ReportWriterLife of CallBackup/RestoreAdd/RemoveCustom ReportsRegional OptionsHelp TopicsUsing HelpWhat’s This HelpStarts the Graphical Report Writer.Starts the Life of Call Utility.Enables you to back up your saved reports,scheduled reports, saved graphs, and saved Lifeof Call queries before upgrading your softwareand restore the saved data after the upgrade.Enables you to add a custom report to the list ofreports in the left pane or remove one from thereports list.Enables you to change various regional settingssuch as the language in which Reporter isdisplayed and the size of paper that you wish touse.Opens the Help browser, which you can searchfor Help on particular topics.Provides assistance in using the Help function.Provides context-sensitive Help.About ProCenterReporterProvides version and copyright information.Table 3-1 Commands on Menu Bar and Tool Bar (Sheet 2 of 2)A31003-S2251-A200-4-76A9, August 20043-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceRequesting Reports3.2 Requesting ReportsYou can request a report by selecting it in the left pane and double-clicking it or using theSchedule command on the menu bar. This opens the dialog boxes (described in Section 3.2.1through Section 3.2.3) where you enter the information required to complete your reportrequest.3.2.1 Configuring Report ParametersFigure 3-3Report Parameters Dialog BoxOn this dialog box you configure the date range, choose the items to include in the report, andprovide any other information specific to particular report types.Checkboxes that appear above the list of items in the Items to include in this report areacontrol the information that you will see about the items. For example, if you are trying toexecute an agent report at Full Performance Restriction, you will see three check boxes, onefor Site, one for Departments, and one for Agents.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-5

MRGgui.fmUsing the Reporter InterfaceRequesting ReportsNur für den internen GebrauchChecking the Agents box displays columns with the list of agent names and IDs. Checking theDepartments box displays the department names in a column. Checking the Sites boxdisplays site names in a column. You can click a column name to sort the list based on thatcolumn.The check boxes make it easy to eliminate information that you do not need. For example, ifyou wish to select all the agents in a department, you could uncheck the Agents box and seeonly the list of department names.Or, you could check all boxes and sort by department. This would allow you to select onlycertain agents.The fields on this dialog box can vary depending on the type of report you are scheduling.However, you can always get user assistance in two ways:● Click the What’s This Help button and drag it to a field for an explanation.●Get an overview of the dialog box by clickingthe Help button in the lower right corner.>If you are connected to a Central Reporting Server, the Report Parameters tab canalso have a Display Time as GMT check box or Use GMT Data and Use LocalTime Data options. These control the display of time formats displayed in reports.For more information, see Section 2.7.3, “Time display options for CentralReporting”, on page 2-12.3.2.2 Configuring the Report DestinationUse the Destination tab (Figure 3-4) to select the destination for the report:●●●●Displayed in a windowSent to a printerEmailed to someone with a brief note (You can put only one address on the To: line andone address on the CC: line.)Exported to a file on disk.A31003-S2251-A200-4-76A9, August 20043-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceRequesting ReportsFigure 3-4Report Destination tab3.2.2.1 Notes about Report Destinations●Both the Email and Export destinations support a wide selection of file formats, such astext, comma-separated, Excel, HTML, Lotus, and Word for Windows.>Due to export limitations, the physical format shown in an exported report maynot be identical to a report displayed or printed by the Reporter application.Specific symptoms vary depending on the export format you choose, and canimpact items such as page numbers, included of graphics, headers and footers,among other things. Crystal Decisions publishes Web-accessible documents onexport limitations. These are available on the Crystal Decisions Web site, athttp://www.crystaldecisions.com.●When you display a report to a window, Crystal Reports has a tool bar button for exportingthe report. The Crystal export function includes some formats not supported by Reporter.Reporter offers the most useful formats, which is a subset of what Crystal includes.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-7

MRGgui.fmUsing the Reporter InterfaceRequesting ReportsNur für den internen Gebrauch●Because the HTML format requires you to enter a destination folder when the report isready, you should not use this format for a report that is scheduled for a later date. You maynot be at your computer to enter the destination folder, and Reporter will be “hung” waitingfor your input.●●●When specifying that a report is to be exported, you can open a Save As dialog that letsyou choose a location and provide a file name for the report. When Reporter generates areport, it appends a date and time identifier to the file name, prior to the file suffix. Theidentifier is in the form _yyyymmdd_hhmmss_ where:– yymmdd breaks down as follows●●●yyyy is the year portion of the date the report was generatedmm is the month portion of the date the report was generateddd is the day portion of the date the report was generated– and hhmmss breaks down as follows●●●hh is the hour portion of the time the report was generatedmm is the minutes portion of the time the report was generatedss is the seconds portion of the time the report was generatedCertain reports, such as the Agent States Report, are available as charts. These presentinformation graphically as opposed to textually. For those charts, the maximum number ofitems (for example: agents, call types) that can be displayed in the chart legend is 24.Therefore the recommendation is to limit the number of items in a chart to 24.Emailing reports using the Email Destination feature requires a 100% MAPI compliantemail client on the machine where the Reporter application is running. For moreinformation, contact your System Administrator.● When executing reports for output to email destinations using the Microsoft Outlook 2000SR1 and above as an email client, the security feature in these email clients will launchadditional run time dialog boxes asking for explicit user permission for every emailinstance. These dialog boxes will interrupt report runs scheduled for unattended execution.The security feature can only be relaxed using the Microsoft Outlook Security FeaturesAdministrative Package.A31003-S2251-A200-4-76A9, August 20043-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceRequesting Reports3.2.3 Scheduling the ReportYou use the Schedule tab, shown in Figure 3-5, to schedule a report to run one time only oronce every hour, day, week, or month.Figure 3-5Report ScheduleWhen you wish to run a report, especially a scheduled (not just one-time-only) report, twooptions are critical:●The date and time range to display in the report (Report Interval, set up on the ReportParameters dialog box, as shown on Figure 3-3 on page 3-5)● The date and time to run the report (Schedule dialog box, Figure 3-5)You establish the first instance of both of these dates and times. Reporter then interprets thesucceeding report interval and schedule.For example, assume that today is Monday, November 13, 2002. You selected the reportinterval to be today’s date from 8:00 to 17:00 and you want to print the report daily, Mondaythrough Friday at 17:15. After running the report on Monday, November 13, Reporter will knowthat you want the same interval (8:00 to 17:00) and run time (17:15) on Tuesday andsubsequent week days.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-9

MRGgui.fmUsing the Reporter InterfaceReusing Report ParametersNur für den internen Gebrauch>In order to run a scheduled report, the Reporter application must be runningnormally. That is, the computer on which the Reporter application resides must notbe running in standby or hibernation mode nor may it be running with a passwordlockout. If a scheduled report is missed because of one of the above conditions, orthe Reporter application was not running or the computer was turned off, ascheduled report will run on the next scheduled occasion after the Reporterapplication is returned to normal operation.For more information about scheduling reports, refer to Chapter 5.3.3 Reusing Report ParametersClicking the Save button on the dialog boxes allows you to save all the report parametersexcept for the date interval covered in the report. The report is saved in the Saved Reportsfolder. You can recall the report to schedule at a later time or to run multiple times with differentparameters.You can also use the Edit...Copy Saved Report command to save the report with a differentname.3.4 Completing the Report RequestWhen you have completed entering the information for the report request, click Finish. Thereport is added to the list of pending scheduled jobs.3.5 Updating a Scheduled Print Job with New InformationYou may have a reason to update a scheduled print job. For example you may have added newagents, or you wish to change the report’s destination. You can right-click the scheduled reportin the scheduled jobs list and click Modify. This opens the dialog boxes for the report, whereyou can change the report parameters, destination, or schedule information. Clicking theUpdate button on any of these dialog boxes updates the scheduled report with the newinformation.A31003-S2251-A200-4-76A9, August 20043-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceBacking Up and Restoring Your Saved Data3.6 Backing Up and Restoring Your Saved DataBefore upgrading your software, Siemens strongly recommends that you use the Backup toolto save all reports, along with any Life of Call Queries that you have saved, your scheduledreports, and your saved graphs.>If you are using custom reports, you should reload those reports first and thenrestore the data. The backup does not back up the actual custom report templates,and subsequently, these templates are not restored by this utility.Any scheduled reports based on custom reports will not run and the saved reportsbased on custom reports will not exist until the custom reports are reloaded into thesystem.From the Tools menu, click Backup/Restore.Figure 3-6Backup/Restore Data window>When you perform a backup, the data is saved to a file called Jobs_Backup.Ini.This is located in the main ProCenter directory (\rrclient, for example, if you chosea default installation). Each time you use backup, the most recent version of theJobs_Backup.Ini file is written to a backup file called Jobs_Backup.Ini.Keep.For safekeeping, the Jobs_Backup.Ini file can be copied to another computer or toa diskette or other storage media. When ready to restore, the file can be copied backto the same location.After you have upgraded, you can click Restore to reload your saved data.Note that the Total Number of Scheduled and Saved Reports, and Graphs shown in the dialogbox may be greater than the number that are visible when you log in to a specific database.This is because when you log in to a database, you see only the report items. that areapplicable to that database. When you use the Backup/Restore facility, you back up thescheduled and saved reports, and graphs, for all databases.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-11

MRGgui.fmUsing the Reporter InterfaceConfiguring Regional OptionsNur für den internen Gebrauch3.7 Configuring Regional OptionsThe Tools menu allows you to configure Regional Options.Figure 3-7Regional Options windowThis dialog box allows you to select the language for the application (in countries where morethan one language choice is available) and the paper size for reports.>Do not change these settings while you have reports scheduled or saved, because it may causeconfusion about the actual dates and times that you want to run reports.3.8 Using the Life of Call Utility (Call-By-Call Reporting only)The Life of Call Utility allows you to access the detailed information on the call-by-call activityof your contact center. This utility provides a graphical interface for building a Structured QueryLanguage (SQL) query. With the Life of Call Utility, you can query call-by-call detail records tofind contacts with particular characteristics. You can then drill down on a particular record tofind the necessary details. This can be helpful in agent training or resolving customersatisfaction issues.>Note that the Regional Settings on your PC’s Control Panel control elements like thedecimal symbol, which may also affect the look of your reports.In order to use the Life of Call Utility, the agent that is logged on to the database musthave the Life of Call Reporting option enabled in their user definition in theAdministrator application. For details, see the Administrator help.For example, you may want to see all calls placed on hold for greater than five minutes or ANIinformation on all calls abandoned while in queue. Any query you create can be saved for futureuse.A31003-S2251-A200-4-76A9, August 20043-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Figure 3-8Life of Call Utility (Select Fields Window)Table 3-2 identifies the tool bar buttons on the Life of Call Utility.Select fields for queryApply criteria to fieldsDisplay results of queryCopy SQL statement to clipboardCopy query results to clipboard. This enables you to print the results.Save as a new queryUpdate the current queryDelete the current queryTable 3-2Buttons on Life of Call UtilityA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-13

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen Gebrauch3.8.1 Building a Query>To build a query:Your queries will return results more quickly if you always include the Call End Timeas one of the selected fields. The criteria that you apply to this field must include adate (time is optional).For example, you might build a query with the Call End Time between 09/13/0208:00 and 09/13/02 10:00.Remember that the more Call-by-Call records that you save in your system, theslower the queries are likely to run. You should also be careful that your queries arenot qualifying too many records as this can impact computer resource usage.1. Select the fields that you want to appear in the query (Figure 3-9).Figure 3-9Select Fields2. Apply criteria to the query (Figure 3-10).A31003-S2251-A200-4-76A9, August 20043-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Figure 3-10Apply Criteria Window3. View the results of your query (Figure 3-11 on page 3-15).Figure 3-11Query Results WindowA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-15

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchWhen you select a call in the upper part of the window, all the segments of that call aredisplayed in the lower part of the window.3.8.2 Life of Call ExamplesThis section presents two examples of how to use the Life of Call Utility.3.8.2.1 Using the Source Number to Find Call InformationIn this example, you want information about a particular call and you want to track it down basedon its source (ANI) number. The following is the information that you want to use:●●●●●●Starting time (Call Start)How long the call waited before being answered (Queue Time)The time the call ended (Call End Time)What call type handled the call (Call Type)Why the call ended (Call End Cause)The name of the agent who handled the call (Agent Name)The steps to obtain this information are as follows:1. From the Select Fields to View list, select the information that you need to know and moveit to the Included list.Figure 3-12Selecting fields to viewA31003-S2251-A200-4-76A9, August 20043-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)By default, the Life of Call Utility also includes the Site, Call ID, Requeue Count andSequence Number.In this example, the maximum number of records is set to 100, so that Life of Call will returnonly 100 records even though there may be more records that match the criteria.2. Select the conditions that you want to see.In this case, you know that the call came in on May 20 or May 21. Every query should havea limited time frame so that there is less information to look at and to ensure a speedierreturn of the information.Figure 3-13Selecting a conditionSelect a field to apply criteria = Call End TimeCriteria = BetweenData Value = May 20 2002 AND May 21 2002A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-17

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen Gebrauch3. Select the next condition. In this case, you know that the source number begins with 65.Figure 3-14Selecting another conditionSelect a field to apply criteria = SourceCriteria = LikeData Value = 65The Life of Call Utility automatically sets up the LIKE query as a wild card for you.When you click View Query Results button, the top portion of the window lists all the calls thatmeet the criteria that you set.A31003-S2251-A200-4-76A9, August 20043-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Figure 3-15Viewing query resultsFrom these calls, you can select the one that interests you. In this case we select the call thatwas requeued to agent Barbara Peters.When you select this call by clicking on the date in the first column, a second query is generated(using the Site, Call ID, Requeue Count and Sequence Number as the key) to find all therecords that are involved with this call. Those records are displayed in the bottom portion of thewindow.In this case there were three records for the call—the original segment of the call to BarbaraPeters, her transfer of the call, and its end.3.8.2.2 Finding Information About Abandoned CallsIn this example you want to find all calls that waited more than five minutes before the callerabandoned the call.1. Repeat step 1from the previous example and add:●●Abandon Queue TimeAgent End Cause (This may be different from the Call End Cause because Agent EndCause explains why the agent dropped out of the call)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-19

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchFigure 3-16Selecting fields to view2. Select the conditions that you want to see. You want to know which calls were abandonedafter 300 seconds (5 minutes) in queue.A31003-S2251-A200-4-76A9, August 20043-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Figure 3-17Specifying an Abandon Queue Time conditionSelect a field to apply criteria = Abandon Queue TimeCriteria = Greater ThanData Value = 3003. Select the next condition, calls arriving on a particular day:Figure 3-18Specifying a Call End Time conditionSelect a field to apply criteria = Call End TimeCriteria = BetweenData Value = May 20 20021 AND May 21 20024. Next, you can save your query. Start by clicking the Save icon .This opens a dialog box that prompts for a name for your saved query.5. Type a name for the query and then click OK.Your query has now been saved. At any time, you can load the query by choosing the nameyou provided from the Query Name list.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-21

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchWhen you click View Query Results, you see the results of the query with one interesting callhighlighted. Jack Aonisky received a call that he tried to requeue to a call type. The agent whoreceived the call never answered it, and so Jack abandoned while it was ringing and went backto the customer.Figure 3-19Results of the query3.8.3 Fields in Life of Call QueryTable 3-3 describes the fields that are available for the query.Field Name Type MediaTypeAbandon Numeric TelephonyQueue TimeDescriptionTable 3-3 Fields in Life of Call Query (Sheet 1 of 8)The number of seconds that a call spent in the queuebefore it was abandoned.A31003-S2251-A200-4-76A9, August 20043-22 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Field Name Type MediaTypeAgent EndCauseValueTelephonyEmailAgent Name Text TelephonyEmailDescriptionTable 3-3 Fields in Life of Call Query (Sheet 2 of 8)The reason the agent’s participation in the contactended:ABANDONED IN IVR QUEUEABANDONED IN QUEUEABANDONED WHILE IVR RINGINGABANDONED WHILE RINGINGACCEPTED BUT UNSUCCESSFULANSWEREDCAMPED ONDISCONNECT ON CONSULT HOLDDISCONNECT ON HOLDDISCONNECT WHILE PARKEDDISCONNECTEDFORWARDED TO AGENTFORWARDED TO CALLTYPEFORWARDED ALWAYSFORWARDED FROMNEGLECT FORWARDNETWORK REACHEDPARKEDPICKED FROMRECALLED FORWARDREQUEUEDRESOLVEDTIMED OUTTRANSFERTRANSFER TO UNMONITORED EXTENSIONTRANSFERRED OUT OF SCOPENO TERMINATION TYPEThe name (First, Middle, Last) of the agent handlingthe contact, shown in the format that the name wasentered in the system configuration.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-23

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchField Name Type MediaTypeAnswerQueueCall EndCauseNumeric Telephony(skillsbasedandFlexRouting)Email(skillsbasedroutingonly)ValueTelephonyEmailDescriptionTable 3-3 Fields in Life of Call Query (Sheet 3 of 8)For skills-based routing the call type number of thecontact. For FlexRouting, the ACD group number ofthe agent who answered the call.The reason the contact ended:ABANDONED IN IVR QUEUEABANDONED IN QUEUEABANDONED WHILE IVR RINGINGABANDONED WHILE RINGINGACCEPTED BUT UNSUCCESSFULANSWEREDCAMPED ONDISCONNECT ON CONSULT HOLDDISCONNECT ON HOLDDISCONNECT WHILE PARKEDDISCONNECTEDFORWARDED TO AGENTFORWARDED TO CALL TYPEFORWARDED ALWAYSFORWARDED FROMNEGLECT FORWARDNETWORK REACHEDPARKEDPICKED FROMRECALLED FORWARDREQUEUEDRESOLVEDTIMED OUTTRANSFERTRANSFER TO UNMONITORED EXTENSIONTRANSFERRED OUT OF SCOPENO TERMINATION TYPEA31003-S2251-A200-4-76A9, August 20043-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Field Name Type MediaTypeCall EndTimeDate &TimeTelephonyEmailCall ID Text TelephonyEmailCall Length Numeric TelephonyEmailCall StartDate &TimeTelephonyEmailCall Type Text Telephony:skills-basedandFlexRoutingEmail:skillsbasedrouting onlyCall TypeStep NumberNumeric TelephonyEmailDate and time the contact ended.Unique ID of the contact within a site.The contact duration in seconds calculated as theoffset from Call Start to when the contact completed orwas requeued.Date and time when the contact arrived in the contactcenter.For skills-based routing, the name of the call typeassociated with the contact.For FlexRouting, the name of the primary ACD groupassociated with the call.The call type step number when the contact wasassigned to an agent:For timed-out contacts = 9999For reserved contacts = 9998Calling Party Numeric Telephony The party that made the call:External call = -1All other calls = the extension that originated the callCaption Text TelephonyEmailThe caption of the contact.ConferenceCountConferencePartyConferenceTimeConsult HoldTimeNumeric TelephonyNumeric TelephonyNumeric TelephonyNumeric TelephonyEmailDescriptionTable 3-3 Fields in Life of Call Query (Sheet 4 of 8)The number of times that the agent became part of aconference call for this call ID.The number of agents involved when the agent firstbecame part of the conference call.The total number of seconds the agent spent inconference calls.The total amount of time in seconds that an agent hadthe call on consultation hold (Telephony)or that the email message was deferred while theagent was logged on at the site (Email).A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-25

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchField Name Type MediaTypeDepartmentNameTextTelephonyEmailDestination Text TelephonyEmailName of the department that the agent handling thecall belongs to.Telephony: Original DNIS of the incoming call.Email: email address of the recipient.Extension Numeric Telephony Extension number of the agent handling the call.FirstConferenceStartNumeric Telephony The offset in seconds from ring start when the firstconference is initiated.First HoldStartHandlingTypeHold CountHold TimeNumeric TelephonyEmailValueTelephonyEmailNumeric TelephonyEmailNumeric TelephonyEmailDescriptionTable 3-3 Fields in Life of Call Query (Sheet 5 of 8)Telephony: the offset in seconds from ring start whenthe agent first puts the call on hold.Email: the offset in seconds from ring start to when theagent first defers the email message.The initial classification of the nature of the contact,identifying such things as whether the contact isexternal or internal:ACD EXTERNALACD INTERNALCALLBACKCHATEMAILIVR ACD EXTERNALIVR ACD INTERNALIVR EXTERNALIVR INTERNALRR EXTERNALRR INTERNALRR IVR ACD HOLD EXTERNALRR IVR ACD HOLD INTERNALRR IVR HOLD EXTERNALRR IVR HOLD INTERNALNON-ACD INCOMINGNON-ACD INTERNALNON-ACD OUTGOINGNO HANDLING TYPEThe number of times a contact was put on hold ordeferred.The total number of seconds that the contact was onhold or deferred.A31003-S2251-A200-4-76A9, August 20043-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Field Name Type MediaTypeInterSiteDestinationInterSiteOriginInterSiteTypeInterSwitchFailNumeric TelephonyNumeric TelephonyThe destination site ID of a networked call.The originating site ID of a networked call.Value Telephony The direction of a networked call:INCOMINGNONEOUTGOINGValue Telephony Indication of whether the call failed on an inter-switchtransfer:YESNOIVR End Numeric Telephony The offset in seconds from call start to when the callleaves the IVR.IVRExtensionIVR QueueStartNumeric TelephonyNumeric TelephonyIf the call is routed to an IVR, the IVR extension or portnumber used.The offset in seconds from call start to when the callwas queued for the IVR.IVR Start Numeric Telephony The offset in seconds from call start to when the callwas answered by the IVR.PriorityNumeric TelephonyEmailPriority level of the contact at the time the agent isassigned to handle the contact.Range: 0—100QDNIS Numeric Telephony The DNIS of the call (Same as the Destination unlessthe call is requeued. If requeued, then it is the newdestination to which the call is requeued.).Queue StartQueue TimeNumeric TelephonyEmailNumeric TelephonyEmailThe offset in seconds from call start to when thecontact is queued for an agent.The total amount of time in seconds the contact spentin queue.RCG Numeric Telephony The number of the Route Control Group that the callwas queued to.ReferenceCall IDTextTelephonyEmailDescriptionTable 3-3 Fields in Life of Call Query (Sheet 6 of 8)A call ID that associates this contact with anothercontact.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-27

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchField Name Type MediaTypeRequeueCountRing StartSegmentLengthSequenceNumberNumeric TelephonyEmailDate &TimeTelephonyEmailNumeric TelephonyNumeric TelephonyEmailSite Text TelephonyEmailSource Text TelephonyEmailDescriptionTelephony: The number of times a call has passedthrough any RCG after its initial routing. When a call isfirst identified as a Contact Center call, the requeuecount is 0. It is incremented each time a call passesthrough an RCG.Email: The number of times that the email message isforwarded to a different agent. When an emailmessage is first assigned to an agent, the requeuecount is 0. It is incremented each time the emailmessage is forwarded to a new agent.For non-contact center calls: -1—255Range: 1—255Telephony: the date and time when the agent is firstassigned a call and his telephone begins to ring.Email: Date and time when the email message arrivesin the agent’s mailbox.Telephony: offset in seconds from Ring Start to whena particular agent leaves the call.Email: offset in seconds from Ring Start to when theagent completes handling the email message.The order in which the agent entered the contact. It isincremented each time the contact is transferred orconferenced. The value is reset to 1 every time the callis requeued.The name of the site where the contact occurred.Telephony: ANI of the incoming call (may not beavailable in some areas).Email: the email address of the customer.Start Cause Numeric All One of several values that indicate how the agentjoined the call. For a listing of specific values, see thedescription of the JoinType column, see thedescription of the AgentRecord table, Section A.1.2 onpage A-6.Subject Text Email The subject line of the email message.Table 3-3 Fields in Life of Call Query (Sheet 7 of 8)A31003-S2251-A200-4-76A9, August 20043-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Field Name Type MediaTypeTalk StartNumeric TelephonyEmailChatDescriptionTelephony: Offset in seconds from RingStart when theagent answered the call.Email: 0.Chat: Offset in seconds from RingStart when the agentaccepts the Chat session request.Trunk Numeric All The number of the trunk.TrunkGroupI Numeric All The trunk group ID.dWrapupReasonNumeric All If WrapupType = 0 then WrapupReasonKey = wrap upreason key.If WrapupType = 1 then WrapupReasonKey = accountcode.WrapupType Text All KeyType = 0 when WrapupReasonKey = wrap upreason key.KeyType = 1 when WrapupReasonKey = accountcode.Table 3-3 Fields in Life of Call Query (Sheet 8 of 8)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 3-29

MRGgui.fmUsing the Reporter InterfaceUsing the Life of Call Utility (Call-By-Call Reporting only)Nur für den internen GebrauchA31003-S2251-A200-4-76A9, August 20043-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgraphs.fmGraphical Report Writer4 Graphical Report WriterThe optional Graphical Report Writer allows you to create graphical reports from rollupinformation in the database. Once you create the graphical reports, you can save the templateas a saved graph template. In addition, there are predefined templates of several useful graphsthat you can use.Figure 4-1Loading a Graph or TemplateThe frame on the left of the utility displays the steps necessary to create a graph. You can beginin one of two ways:●By loading a predefined template or saved graph and basing your new graph on itIndicates a predefined template.Indicates a saved graph.●Or by selecting the data for the new graph.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 4-1

MRGgraphs.fmGraphical Report WriterSelecting Graph DataNur für den internen Gebrauch4.1 Selecting Graph DataTo create a new graph, use the Select Graph Data window. Select the type of data to graphfrom the Data Type list.Figure 4-2Selecting Graph DataThen select a data point, which determines how you want your data organized, For example,do you want to see data by agent name, or would you prefer it by time? The data point selectionwill appear on the X (horizontal) axis.Lastly, you must select the data elements that you want to display in the graph. These are theitems whose values will appear on the Y (vertical) axis. You can select more than one, but becareful about selecting too many. If you select too many you won’t be able to differentiate thedata elements from each other. For some useful suggestions on making a better graph, seeSection 4.5, “Tips for a Better Graph”, on page 4-7.>Notes about how data is displayed:● The symbol “[C]” following a data element name indicates that this data elementis actually a calculation. If “[C]” does not follow a name, it means that the dataelement comes directly from a field in the database.● If the unit of time is not stated (for example, Ring Time), it will appear in seconds.A31003-S2251-A200-4-76A9, August 20044-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgraphs.fmGraphical Report WriterSetting Graph Parameters4.2 Setting Graph ParametersThe next step in creating a graph, whether you create a new one or use a predefined template,is to use the Set Graph Parameters dialog box to select the time interval and the items thatwill appear in the graph.Figure 4-3Specifying graph parametersYou select parameters here in the same way as a regular report (described in Section 3.2.1,“Configuring Report Parameters”, on page 3-5).Once you have loaded a graph or selected data for a graph, and have also selected theparameters for the graph, you can save or update your selections by pressing the Save orUpdate button.This allows you to name your graph template and give it a brief description. After the graph hasbeen saved you can change its name and description by right-clicking the graph name on theLoad Graph window and selecting Properties.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 4-3

MRGgraphs.fmGraphical Report WriterDisplaying and Modifying Graph ResultsNur für den internen Gebrauch4.3 Displaying and Modifying Graph ResultsThe Graph Results window displays the completed graph.You can modify the completed graph in a variety of ways, by undocking, moving, and resizingthe the graph, and/or the legend and/or the Data Viewer. Refer to the Reporter Help for thedetails.Figure 4-4Viewing graph resultsThe toolbar buttons on the Graph Results window allow you to modify the graph in the waysdescribed in Table 4-1:Copy toclipboardTable 4-1Copy to Clipboard: Copies the graph to the clipboard as a:● Bitmap (bmp) file● Windows Metafile (wmf) format, which allows it to be openedby another Microsoft application)● Text (txt) file, which saves only the data, not the graphicalelements● Object Linking and Embedding (OLE) object, which can beembedded in another application.Toolbar Buttons on Graphical Report WriterA31003-S2251-A200-4-76A9, August 20044-4 HiPath ProCenter Reporter User Guide

.Nur für den internen GebrauchMRGgraphs.fmGraphical Report WriterGalleryGalleryColorVertical GirdlinesHorizontal GirdlinesLegend boxData Viewer3-D/2DZ-ClusteredStacked GraphZoomPage setupPrintGallery allows you to change the type of graph (e.g. bar chart,line graph, etc.). See below for the types supported.Color allows you to change the color of various pieces of thegraph such as a bar. Select the color that you want from thepalette. This closes the palette, but leave the color showing underthe icon. Drag from the color icon to what you want changed.Displays vertical grid lines on the graph.Displays horizontal grid lines on the graph.Displays the legend box.Displays the Data Viewer. This tool shows the actual data thatwas used to create the graph.This toggles between three dimensional effects and twodimensions.Z-clustering plots the data based upon the Z-axis rather than theX-axis. On the X-axis data is plotted side by side. On the Z-axisdata is plotted basically front to back.This will stack your graph. For example bars will be placed on topof each other. (Not applicable to all graph types.)This magnifies your graph so that you can see more detail.Allows you to setup your page for printing, margins, orientation,and similar functions.Prints the graph to your default printer.Table 4-1Toolbar Buttons on Graphical Report Writer4.4 GalleryTable 4-2 describes the chart types in the gallery.Chart TypeLineAreaDescriptionShows trends or changes in data over a period of time using straight lines.Shows the relative importance of values over a period or time filling in thearea covered by the values with a solid color. Uses straight lines.Table 4-2 Gallery of Chart Styles (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 4-5

MRGgraphs.fmGraphical Report WriterGalleryNur für den internen GebrauchChart TypeCurveShows trends or changes in data over a period of time using curved lines.Area-Curve Shows the relative importance of values over a period or time filling in thearea covered by the values with a solid color. Uses curved lines.StepShows trends or changes in data over a period of time using stepped lines.Bubble A type of scatter chart. The size of the data marker indicates the value of athird variable.Scatter Either shows the relationships among the numeric values in several dataseries or plots two groups of numbers as one series of xy coordinates. Thischart shows uneven intervals - or clusters - of data and is commonly usedfor scientific data.BarIllustrates comparisons among individual items. Categories are organizedvertically, values horizontally, to focus on comparing values and to placeless emphasis on time.GanttGenerally used to track activities over time.CubeShows the relative importance of values over a period of time. Has cubesas data markers instead of bars.The next three chart types are often used with financial or scientific data:Candlestick Used for financial reports, uses two-dimensional bodies to depict the opento-closetrading range.Open-High-Low-CloseHigh-Low-ClosePieDoughnutParetoPyramidRadarContour-SpectralDescriptionUsed for financial reports, shows stock volumes related to open, high, low,and closing prices.Used for financial reports, shows stock volumes related to high, low, andclosing prices.Shows the relationship of the parts to the whole.Shows the relationship or proportions of parts to a whole. This chart typepresents the same information displayed in a pie chart.A graph designed to help with a Pareto Analysis.Shows the relationship or proportions of parts to a whole. This chart typepresents the same information displayed in a pie chart.In a radar chart, each category has its own value axis radiating from thecenter point. Lines connect all the values in the same series.Used for scientific reports.Table 4-2 Gallery of Chart Styles (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 20044-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgraphs.fmGraphical Report WriterTips for a Better GraphChart TypeSurfaceDescriptionGenerally used to display different levels of elevation. Useful when youwant to find optimum combinations between two sets of data. As in atopographic map, colors and patterns indicate areas that are in the samerange of values.Table 4-2 Gallery of Chart Styles (Sheet 3 of 3)4.5 Tips for a Better GraphWhen you select data elements, keep the following in mind:●●●●●●●●●Select data that is measured in the same way —in units of time, percentages, or numbers.For example, you would not want to select Answered - Percentage, which appears as apercentage in the same graph with Talk Time in seconds, which appears as a unit of time.Select units of time that are compatible. For example, you would probably not want to selectTalk Time in seconds - Average with Talk Time in Hours.Keep in mind the scale of the data that will be returned. For example, Talk Time in seconds- Average and Talk Time in seconds are both the same unit of time, but the numbers thatwill be returned for average are likely to be in the tens of seconds while the numbers thatare to be returned for talk time are likely to be in the hundreds of seconds. You may verywell find that you cannot see the average number at all in such a graph.Limit the number of Items (agents, call types, trunk groups, time range, etc.) that you selectfor a graph. While you might be able to select 100 agents to be in a graph, it is very unlikelythat you will be able to see anything useful since there is not enough space to display sucha graph.Limit the number of data elements that you select. If you select too many, you will not beable to see which one is which. Generally, you would probably not want to exceed 6 to 10elements.Another reason to limit the number of items and data elements in a graph is that theGraphical Reporter Writer has the ability to show only 16 different color graphs in any onegraph. Therefore if you exceed 16 items, colors are repeated.Be willing to play with the different effects such as stacking, 3D, different types of graphs,etc. The effects can often enhance what you are trying to show.Be careful of overdoing the special effects. They can sometimes make it more difficult tosee what you would like to show. Try them first to see if they work for you.When you select time as your data point (what goes on the X or horizontal axis) you willtend to want to select only one item (agent, call type, etc.) for the graph. The GraphicalReport Writer adds together everything that occurred at that time and presents it. If youwant to see how items did against each other, select a name option.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 4-7

MRGgraphs.fmGraphical Report WriterTips for a Better GraphNur für den internen GebrauchWhile you normally would not want to graph data that is measured differently, sometimes it isuseful. An example would be a graph of the Service Level - Percentage against the Wait Time- Abandoned Calls - Average.A31003-S2251-A200-4-76A9, August 20044-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGsked.fmScheduling ReportsTypes of Data in the Reports5 Scheduling ReportsThis chapter provides some information that you need to understand when you schedulereports. Refer also to Appendix D, “Troubleshooting” for information about fixing any problemsthat you may have with reports.>In order to run a scheduled report, the Reporter application must be runningnormally. That is, the computer on which the Reporter application resides must notbe running in standby or hibernation mode nor may it be running with a passwordlockout. If a scheduled report is missed because of one of the above conditions, orthe Reporter application was not running or the computer was turned off, ascheduled report will run on the next scheduled occasion after the Reporterapplication is returned to normal operation.5.1 Types of Data in the ReportsReporter uses five types of data:●●●●●Call-by-Call or Extended data (optional feature)—this data is generated when an eventoccurs, such as: a call is completed, an agent changes states, a configuration change ismade, etc. These kinds of events generate one or more records into the database tables.The tables are described in detail in Appendix A.15-minute data—this data takes some of the call-by-call data, combines it and summarizesthe statistics into 15-minute increments. For example, all the events that are related toagent John Doe are summarized with the work that he did between 8:00 AM and 8:15 AMand put it into the database under the 8:00 AM interval.Daily data—this data is summarized under the day that it happened.Weekly data—this data is summarized under the week that it happened.Monthly data—this data is summarized under the month that it happened.The names of the statistical reports indicate which set of data the report comes from.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 5-1

MRGsked.fmScheduling ReportsTypes of Data in the ReportsNur für den internen Gebrauch5.1.1 When Data for a Report is AvailableDaily, Weekly, or Monthly in the title of a report indicates that the data in this report comes fromthe respective table. All other reports come from either call-by-call or 15-minute data. It isimportant to know the source of the data in a report because the data for a report is notavailable until the time interval for that data has been completed.This means that call-by-call and 15-minute data is not available until after the 15 minute intervalhas expired. Daily data is not available until the day is complete, weekly until the week iscomplete, and monthly until the month is complete. For example, you cannot get a monthlyreport on the month of May during the month of May, but must wait until the beginning of June.You can request a daily report for all days in May and request it in the middle of May. The daysthat do not yet exist will be automatically ignored in the report.Some reports have by day, or something similar, in the title. These reports come from the callby-calldata, not from summarized data, so the report is available even in the middle of a day.Since the time period being requested in the report must be completed, you cannot schedulea monthly report that is to cover the current month, or a daily report to show the current day,and so on.Weekly data is rolled up from Sunday to Saturday, so the start day for a weekly report must bea Sunday and the end date must be a Saturday.Monthly data is rolled up based upon a full month, so the start day for a monthly report must bethe first day of a month, and the end date must be the last day of a month.5.1.2 Work-Arounds for Weekly and Monthly ReportsTo have a report that covers a week time frame (seven days) that does not begin on Sunday,simply request a Daily or 15-minute report to run weekly. For example, if you want yourreporting period to cover Wednesday through Tuesday, request a Daily or 15-minute report withWednesday as the start date and Tuesday as the end date. You would then schedule the reportto run once a week, in this case on Wednesday.To have a report that covers a month time frame that does not begin on the first of the month,simply request a Daily or 15-minute report to run monthly. For example, if you want yourreporting period to cover the 7th of the month to the 6th of the month, request a Daily or 15-minute report with 7 as the starting day and 6 as the ending day. You would then schedule thereport to run once a month, in this case after the sixth.While call-by-call reports should theoretically work also, this is not recommended because thevolume of call-by-call records could be very large and would slow down your report time.A31003-S2251-A200-4-76A9, August 20045-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGsked.fmScheduling ReportsTime Types in Reporter5.2 Time Types in ReporterYou need to configure two types of time in Reporter:●You use the Report Interval fields to configure the time range to report on:Figure 5-1Configuring the time rangeUse the Start Date and Start Time fields to specify the date and time that mark the startof the time range to be reported on. Use the End Date and End Time fields to specify thedate and time that mark the end of the time range to be reported on. The Start Time andEnd Time fields cannot be used to indicate a subset of a daily period.●You use the Schedule dialog box to configure the run time (that is, the time the report willbe printed, displayed, or emailed):Figure 5-2Configuring the run timeWhile these times are independent from each other, Reporter figures out the relationshipbetween these two times and keeps it constant whenever the report is run. Reporter maintainsthe relationship between the time range and run time for as long as the report is scheduled.Reporter uses calendar time to schedule reports. If you have a report that is scheduled to printevery day at 5:15 PM Monday to Friday, even if your company has a holiday on some of thoseMondays, the report still prints.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 5-3

MRGsked.fmScheduling ReportsOne-time ReportsNur für den internen Gebrauch5.2.1 Examples of Relationship Between Time Range and Run TimeKeep in mind that run time and time range are independent. You schedule a report to print onFriday May 18 at 5:15 PM (run time) with data from the previous Monday, May 14 (time range).The time range could as easily have had data from Tuesday. It does not matter to the schedulingtime. When the report runs on the next Friday, May 25, it will print with data from Monday, May21.You schedule a report to run daily, Monday through Friday at 8:05 AM. You want the report toshow you yesterday's data from 8:00 AM to 5:00 PM. You set up the schedule on WednesdayMay 23 at 1:00 PM. When you look at the At box on the Report Schedule dialog box, it showsa time of 8:05 and a date of May 24. The Report Interval dates and time are May 23 8:00 toMay 23 17:00. Tomorrow morning, you will get a report on yesterday's activities.However, follow the relationship throughout your schedule. On Friday May 25, you will print areport that has data for May 24. It is now the weekend, and we skip to Monday May 28. Therelationship of “print yesterday's data” is still true so you will actually get data from Sunday May27 and not Friday May 25.In a case like this, you would either need to print the data on the same day, such as print the8:00 AM to 5:00 PM data at 5:15 PM every week day or set up two schedules, one of whichruns from Tuesday to Friday printing yesterday's data and another on Monday to print lastFriday's data.Note that if the date and time in the At box is in the past, then Reporter will run the report assoon as the Report Generation dialog box is closed.The next few sections will discuss specific scheduling options and any complexities.5.3 One-time ReportsThe default setup on the Schedule dialog box is to schedule the report for one time, right away.The On box is disabled. The At box is fully enabled, to allow you to change the default date(today) and time (now). You can schedule a one-time report to occur some time in the future,such as two weeks from now.Once the report runs, the schedule is automatically deleted.5.4 Hourly ReportsThe hourly schedule has two additional options, the Auto Roll Time Period and the Start/endTime setting.When the first option is set, Auto Roll Time Period tells Reporter to automatically advance thetime range of the report by one hour. It will even advance to a new day when needed. When itis not set, Reporter will not advance the time range of the report by one hour.A31003-S2251-A200-4-76A9, August 20045-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGsked.fmScheduling ReportsHourly ReportsThe start and end times control when the hourly schedule runs throughout a day.The At box is disabled with this option, but will still show you the date and time that the reportis next generated.5.4.1 Auto Roll Time PeriodThis option allows you to direct the report, to give you discrete time segments (for example, onehour segments, or two hour segments) or a cumulative time (in which statistics accumulatefrom hour to hour).5.4.1.1 To Get a Report with Statistics in Hourly SegmentsAssume that your work day is from 8:00 A.M. to 5:00 P.M. At the end of each hour, you want toreview the previous hour’s statistics.In this case, you set the Report Interval start and end times to 8:00 and 9:00 on the ReportParameters dialog box.On the Schedule dialog box, you select Hourly, the days of the week that you want to run thereport, the time to start running the report (for example 09:05) and the time to run the last report(for example, 17:05). If you have a busy system, you may want to increase the five-minute waittime to give the system time to generate the data being reported on.You want the time period covered in the report to automatically roll over, so you should selectAutoRoll Time Period on the Schedule dialog box.The result is that at 9:05, you get the 8:00 to 9:00 statistics. At 10:05, you get the 9:00 to 10:00statistics, and so on until 5:05.If you did not select Auto Roll Time Period in this case, you would get statistics from 0800 to0900 every time the report prints (probably not what you want).5.4.1.2 To Get a Report with Cumulative StatisticsIf you wish to see how the day is progressing, do not select Auto Roll Time Period.In this case, you set the Report Interval start and end times to 8:00 and 17:00 on the ReportParameters dialog box.On the Schedule dialog box, make sure that Auto Roll Time Period is not selected. At 09:05you would get data from 08:00 to 09:00. At 10:05 you would get 08:00 to 10:00. At 11:05 youwould get 08:00 to 11:00, and so on.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 5-5

MRGsked.fmScheduling ReportsDaily SchedulingNur für den internen Gebrauch5.4.2 Start and End Times for Hourly ReportsThe start time for an hourly report establishes the hour and minute when the first and eachsubsequent report will run. If your start time is 8:10, the first report will run at 8:10 and eachsubsequent report will run at 10 minutes after the hour.The end time establishes the cutoff time for the hourly reports for that day. Using the above starttime, if your end time is 17:15, the last report of the day will run at 17:10. However, if your endtime is 17:00, the last report will run at 16:10, because the interval from 16:10 to 17:00 is notone full hour.5.5 Daily SchedulingYou have complete control over what days of the week you want to run the reports. The dayselection does not have to be consecutive. For example, Monday, Wednesday, and Friday isfine. You set the time to run the report in the At box.Even though the date is disabled and you cannot explicitly set the date, you can see the dateof the next time that a report is to generate.A report does not have to be a Daily report (that is, come from the Daily data) to be scheduledon a daily basis, but some reports do not make sense to schedule daily. For example,scheduling a Monthly report daily will deliver the same data to you every time, until you enter anew month.>Note that for daily reports, the Auto Roll Time Period control is always set. Forbackground on this control, see the Section 5.4.1, “Auto Roll Time Period”, on page5-5. For daily reports, a new roll time is set each time a report runs. The implicationis that if you choose a scheduled daily report and run the report immediately, whilethat report will contain statistics, the report that runs at the next scheduled time willcontain no data.5.6 Weekly SchedulingWeekly scheduling is similar to daily scheduling except that you cannot schedule for more thanone day in any particular week. As you do for daily scheduling, you schedule the run time in theAt box.5.7 Monthly SchedulingMonthly scheduling is also similar to daily scheduling except that you specify either a specificday of the month for the schedule to run, or schedule the last day of the month. As you do fordaily or weekly scheduling, you schedule the run time in the At box.A31003-S2251-A200-4-76A9, August 20045-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGsked.fmScheduling ReportsMonthly SchedulingA report based on Weekly data cannot be scheduled monthly since there is not an even numberof weeks in a month and so it is not possible to accurately determine the next starting date ofa week.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 5-7

MRGsked.fmScheduling ReportsMonthly SchedulingNur für den internen GebrauchA31003-S2251-A200-4-76A9, August 20045-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsUnderstanding the Reports and Calculations6 Statistical ReportsThis chapter describes the statistical reports provided with the Reporter application. It includesspecific information about the data in the reports.6.1 Understanding the Reports and Calculations>This guide presents the reports at the Full Performance (agent) level of reporting.However, if you have Restricted Reporting, Reporter automatically converts theagent statistical reports to either department or site-level reports, depending on yourlevel of restriction. The meaning of each report is the same, regardless of level ofrestriction.Keep the following guidelines in mind when using statistical reports:●●●Some statistics apply only to phone calls; some only to non-voice (email, for example)messages. The term contacts is used to refer to both phone calls and non-voice messages.The tables in this chapter that describe the report data show the Calculation for eachcolumn in the report. This is the formula that is used to calculate the statistics that appearin that column of the report.Note that inconsistencies can appear in the reports because some call type, chat, email,and callback activity is pegged against a time period that is different than the time periodfor the same agent activity. The reasons for this are:– Agent activity is pegged against the time period in which the event either started orhappened. This allows the agent states to add up to logon time and for all times to beless than (or equal to) the time period covered.– Call type, chat, email, and callback activity is pegged against the time period in whichthe contact ended. Therefore the times can be greater than the time period covered.●A typical scenario involving the HiPath ProCenter RNA Routing feature has a customer callrouted to an agent and the call times out before the agent answers. The RNA Routingfeature autoimatically has the call routed to a second agent who answers the call. Peggingfor the call is as follows:– The requeue count of the call is not incremented– There is one call record and two agent records generated– In the calltype15 table, the call is pegged.●The Calculation column is not available for the Extended Reports because of thecomplexity of the calculations.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-1

MRGhrprt.fmStatistical ReportsUnderstanding the Reports and CalculationsNur für den internen Gebrauch●●●●●●●●The talk time for a contact that starts in one interval and ends in another interval isassigned to the agent split between the two intervals. The talk time for that contact isassigned to the call type, unsplit, in the last interval.Rounding may cause report totals to be slightly different from the totals you get if you addthe rounded numbers. The rounding of seconds to minutes in the Agent State Chart is oneexample.Some terms are used interchangeably, for example, “received” and “offered”, “handled and“answered”, “queue time” and “wait time”.The number of contacts received can be greater than the number of contacts answered,abandoned, and timed out in a call-by-call report. This can occur if there are out of scopecontacts, that is, contacts that were received by the system but then are no longer trackedby the system for some reason. For example, if an agent receives a call and the call is ringno-answerforwarded to a non-monitored extension, the call has moved out of scope andcannot be tracked any longer.The number of contacts received in the Agent Work Load reports (and similar agentreports) can be less than the number of contacts handled. This can happen if the contactwas received in one interval and handled in another. For example, a call was received at8:14:50 AM and actually answered by the agent at 8:15:09.For email external consult transactions, if after receiving a consultation response, the agentsubsequently defers the email one or more times, an additional external consult is peggedfor each time the email is deferred. As a result, external consult counts can be artificiallyhigh and defer counts artificially low. Statistics derived from these counts are affected aswell as related statistics such as averages and percentages based on external consult timeand defer time.The profile reports should be run only against the historical 15-minute data. That is, thesereports should not be run against the current or future 15-minute intervals. The data doesnot yet exist in those intervals, but it is possible that some call-by-call data may exist for thattime interval and that call-by-call data will give you unexpected results.The statistical agent reports are grouped by the name, department, and the site of theagent. If more than one agent is defined with the exact same name (first, last, and middle),department, and site but different ID numbers, Reporter will present the data for all thoseagents under their shared name. This allows the contact center to assign the same agentmultiple ID numbers, but still get a consolidated view of the agent’s work.If the contact center needs to report on each agent individually, ensure that the agents arein different departments, sites, or have different names. Agent configuration reports willreport based on the ID number so that the actual settings for each ID (agent) can bereported upon.●Reporter uses special terms to indicate something that cannot be identified:– —the name of the site cannot be identified.A31003-S2251-A200-4-76A9, August 20046-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsFlexRouting and Skills-based Routing– or —the agent has not been assigned to adepartment so the department name cannot be determined.– —the call type is not known. This could happen, for example, if a calltype were deleted.– —The item in the context of the report is not known. For example, a reportthat shows agent activity by call type may show for the contacts thatabandoned before the call was routed to an agent.●Timed-out statistics in Call Type 15 minute, daily, weekly, and monthly tables do not includecallbacks that are timed out. Therefore the Call Type Reports based upon those tables willnot have callback timed-out calls.6.2 FlexRouting and Skills-based RoutingFlexRouting ACD groups are treated as call types and are reported on in the call type reports.6.3 Agent Work Load Summary ReportsThese reports show agent performance statistics divided into time periods for all media typesused by an agent. When you generate the report, you select the data date range (for example,April 1 to May 1) and the time period (for example, weekly). You can use these reports toanalyze how call volume and agent performance fluctuates over time.>Because of the way that the ProCenter Suite rounds numbers, the total of agentstate times may vary from the total time between logon and logoff by up to fourseconds.These reports provide a summary of an agent’s performance. A detailed view of agentperformance is available in the Agent Workload Breakdown Report.There are four Work Load Summary reports:●●●●Agent 15-Minute Work Load Summary Report—shows agent activity broken into 15 minutetime periodsAgent Daily Work Load Summary Report—shows daily activity for all selected agentsAgent Weekly Work Load Summary Report—shows weekly activity for all selected agentsAgent Monthly Work Load Summary Report—shows monthly activity for selected agentsFigure 6-1 on page 6-4 shows an example of the Agent 15-Minute Work Load SummaryReport.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-3

MRGhrprt.fmStatistical ReportsAgent Work Load Summary ReportsNur für den internen GebrauchFigure 6-1 Example of Agent Work Load Summary Report (15 Minute)A31003-S2251-A200-4-76A9, August 20046-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Work Load Summary Reports6.3.1 Descriptions of Report DataThe report contains the data described in Table 6-1.>Logon time is calculated as the sum of Available Time, Unavailable Time, HandlingTime, Work Time, Busy Time, Dialing Time, Out of Service Time, Queued Time, andUnknown Time. Since this does not reflect all possible agent states, the variouspercentages shown in the reports may not add up to 100% in some cases.Also, for Department and Site reports, the logon time may be greater than 15minutes in a duration of 15-minutes as the report sums up total logon time for all theagents logged on within the duration of 15-minutes.Column Description CalculationTimeThe start time for the timeinterval covered in this rowof the report.Contacts Received The total number of contactsreceived by the agent in thistime period.TotalRcvd = NumOfferedPrim [Agent]+(NumOfferedOver [Agent] whereHandlingType = all CC types exceptemail)Contacts HandledAverage HandledTimeAverage Work TimeThe total number of contactsanswered by the agent inthis time period.The average time that anagent was handling contactsin this time period.The average time the agentspent in the work state percontact.TotalHandled = NumHandledPrim[Agent] + ( NumHandledOver [Agent]where handlingtype equals all CC typesexcept Email )AvgHandTime = (HandlingTime ) /TotalhandledHandlingTime = TalkTimePrim[Agent] +TalkTimeOver[Agent] wherehandlingtype equals all CC typesincluding Email + (HoldTimePrim[Agent]+ HoldTimeOver[Agent] +ConsultTimePrim[Agent] +ConsultTimeOver[Agent] whereHandlingType = all CC types exceptemail)WorkDur[AgentState] / TotalHandledTable 6-1 Data in Agent Work Load Summary Reports (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-5

MRGhrprt.fmStatistical ReportsAgent Work Load Summary ReportsNur für den internen GebrauchAverage Call HoldTimeThe average duration that acontact waited on hold.AvgHoldTime = (HoldTimePrim [Agent] +HoldTimeOver [Agent] +ConsultTimePrim [Agent] +ConsultTimeOver [Agent] wherehandlingtype equals all CC types exceptEmail ) / HoldCount.Hourly Handled Rate The average number ofcontacts that an agent couldhave handled in an hour.Total Logon Time The total amount of time theagent was logged on.% of Logged on time spent in:Handling Time The percent of Total LogonTime that the agent spenthandling contacts.Avail TimeThe percent of Total LogonTime that the agent spent inthe available state.Unavail Time The percent of Total LogonTime that the agent spent inthe unavailable state.Work TimeThe percent of Total LogonTime that the agent spent inthe work state.HoldCount = HoldCountPrim [Agent] +(HoldCountOver [Agent] +ConsultCountPrim[Agent] +ConsultCountOver[Agent] wherehandlingtype equals all CC types exceptEmail )HandRate = (3600 * TotalHandled) /LogonTime[AgentState]LogonTime[Agent State]PctHandTime = (HandlingTime/LogonTime[AgentState]) * 100PctAvailTime = (AvailDur[AgentState]/LogonTime[AgentState]) *100PctUnavailTime =(UnavailDur[AgentState] /LogonTime[AgentState]) * 100PctWorkTime = (WorkDur[AgentState]LogonTime[AgentState])*100Table 6-1 Data in Agent Work Load Summary Reports (Sheet 2 of 2)A31003-S2251-A200-4-76A9, August 20046-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Work Load Summary Reports6.3.2 Differences Among the Reports>When generating an all media report, you should keep in mind the fact that an agentcan be logged on to more than one media simultaneously. For example, in a single15-minute interval, an agent may have been logged on to voice media for the entire15 minutes but may also have been logged on to email for five minutes during thesame interval. Time when an agent is logged on to more than one media at a time,is not reflected in an all media report. Therefore, when generating a report for allmedia, keep in mind that logon time represents the elapsed time that an agent waslogged on to any media during the interval.6.3.3 Reporting Database Tables UsedAll the Agent Work Load Summary reports use data from the following tables in the reportingdatabase:●●AgentFifteenMin, AgentDaily, AgentWeekly, or AgentMonthlyAgentStateFifteenMin, AgentStateDaily, AgentStateWeekly, AgentStateMonthlyA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-7

MRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsNur für den internen Gebrauch6.4 Agent Work Load Breakdown ReportsThe Agent Work Load Breakdown reports provide summaries of how agents handled contactsfor a given time period. While the WorkLoad Summary reports provide a high level look at agentactivity, the Workload Breakdown Reports provide a more detailed view.There are eight reports in this category:●●●●●●●●Agent 15-Minute Work Load Breakdown Report - Voice MediaAgent Daily Work Load Breakdown Report - Voice MediaAgent Weekly Work Load Breakdown Report - Voice MediaAgent Monthly Work Load Breakdown Report - Voice MediaAgent 15-Minute Work Load Breakdown Report - Non-Voice MediaAgent Daily Work Load Breakdown Report - Non-Voice MediaAgent Weekly Work Load Breakdown Report - Non-Voice MediaAgent Monthly Work Load Breakdown Report -Non- Voice MediaFigure 6-2 on page 6-9 shows an example of the 15-minute report for the Voice Media report.Figure 6-3 on page 6-12 shows an example of the 15-minute report for the Non-Voice Mediareport.A31003-S2251-A200-4-76A9, August 20046-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsFigure 6-2 Example of Agent Work Load Breakdown Report (15 Minute)—Voice MediaA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-9

MRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsNur für den internen Gebrauch6.4.1 Descriptions of Report Data for Voice MediaThe Agent Work Load Breakdown reports contain the following data:Column Description CalculationTimeReceivedAnsweredThe start time for the time intervalcovered in this row of the report.Incoming CC contacts (from Agent)Average HandledTimeAverage HoldTimeThe total number of contacts receivedduring the time period.The total number of contacts answeredduring the time period.The average talk time during this timeperiod.The average amount of time thatcontacts were on hold during this timeperiod.HandlingType = ACDExt,ACDInt, RRExt, RRInt,RRIVRHoldExt, RRIVRHoldInt,RRACDIVRHoldExt,RRACDIVRHoldIntTotalRcvdC = NumOfferedPrim[Agent] + NumOfferedOver[Agent]TotalHandledC =NumHandledPrim [Agent] +NumHandledOver [Agent]AvgHandTimeC =(TalkTimePrim [Agent] +TalkTimeOver [Agent] +HoldTimePrim[Agent] +HoldTimeOver[Agent] +ConsultTimePrim[Agent] +ConsultTimeOver[Agent]) /TotalhandledCAvgHoldTimeC =(HoldTimePrim [Agent] +HoldTimeOver [Agent] +ConsultTimePrim [Agent] +ConsultTimeOver [Agent]) /(HoldCountPrim [Agent] +HoldCountOver [Agent] +ConsultCountPrim[Agent] +ConsultCountOver[Agent])Callbacks (from Agent table where HandlingType = Number The total number of callbacks that wereanswered during the time period.Success = NumHandledPrim[Agent] + NumHandledOver[Agent]Table 6-2 Data in Agent Work Load Breakdown Reports - Voice Media (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsAverage HandledTimeAverage HoldTimeThe average time that an agent spent ontalking on callbacks during this timeperiod.The average amount of time thatcallbacks were put on hold during thistime period.6.4.2 Reporting Database Tables UsedAvgHandTimeCB =(TalkTimePrim [Agent] +TalkTimeOver [Agent] +HoldTimePrim[Agent] +HoldTimeOver[Agent] +ConsultTimePrim[Agent] +ConsultTimeOver[Agent]) /SuccessAvgHoldTimeCB =(HoldTimePrim [Agent] +HoldTimeOver [Agent] +ConsultTimePrim [Agent] +ConsultTimeOver [Agent]) /(HoldCountPrim [Agent] +HoldCountOver [Agent] +ConsultCountPrim[Agent] +ConsultCountOver[Agent])Non-CC Calls from Agenttable> Non-RR Calls where HandlingType is (,, , )NumberAverageTalkTimeTotal number of non-contact centercontacts made or received.Average time spent talking on noncontactcenter contacts.NACount =NumHandledPrim[Agent] +NumHandledOver[Agent]AvgNATime =(TalkTimePrim[Agent] +TalkTimeOver[Agent]) /NACountTable 6-2 Data in Agent Work Load Breakdown Reports - Voice Media (Sheet 2 of 2)All the Agent Work Load reports use data from the following tables in the reporting database:●AgentFifteenMin, AgentDaily, AgentWeekly, or AgentMonthlyA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-11

MRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsNur für den internen GebrauchFigure 6-3 Example of Agent Work Load Breakdown Report (15 Minute)—Non-voice MediaA31003-S2251-A200-4-76A9, August 20046-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Work Load Breakdown Reports6.4.3 Descriptions of Report Data for Non-Voice MediaThe Agent Work Load Breakdown reports contain the following data:Column Description CalculationTimeThe start time for the time intervalcovered in this row of the report.Email Messages (from AgentTT table)Offered The total number of messages that wereoffered to an agent during the timeperiod.Agent RepliedTransferred toQueueTransferred toAgentTransferred OutThe total number of messages that werecompleted by being written to during thetime period.The total number of messages that wererequeued.The total number of messages that theagent completed by forwarding themessage to someone else.The total number of messages that theagent handled and subsequentlyterminated the contact by transferring itto a resource outside the contact center.Consulted Recall The total number of messages for whichthe agent, while handling the message,transferred the message to a resourceoutside the contact center and whichHiPath ProCenter subsequently recalledbecause the maximum consult out timeexpired.Email ConsultedHeldThe total number of messages for whichthe agent, while handling the message,performed an external consult:transferred the message to a resourceoutside the contact center.Offered =sum(TermTypeCount[agenttt])for all termtype whereroutingtype = 2Agent replied =sum(TermTypeCount[agenttt])when termtype = 31 androutingtype = 2transferred to Queue =sum(TermTypeCount[agenttt])when termtype = 7 or 12 androutingtype = 2transferred to Agent=sum(TermTypeCount[agenttt])when termtype = 23 androutingtype = 2transferred out=sum(TermTypeCount[agenttt])when termtype = 36 androutingtype = 2Consulted Recall =transferred to Agent=sum(TermTypeCount[agenttt])when termtype = 37 androutingtype = 2Consulted Held =sum(totconsultcount[agenttt])for all termtype whereroutingtype = 2Table 6-3 Data in Agent Work Load Breakdown Reports - Non-Voice Media (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-13

MRGhrprt.fmStatistical ReportsAgent Work Load Breakdown ReportsNur für den internen GebrauchDeferred RecallDiscardedDeferred/HeldOfferedHandledNot AcceptedThe total count of times that a deferredemail message was requeued after themaximum defer time was exceeded.The number of email messages thatwere moved to a closed state without areply being generated.The number of email messages thatwere deferred during the time period.Chat (from Agent)The total number of Chat sessionsreceived during the time period.The total number of Chat sessions werethe agent was able to reach thecustomer.The total number of Chat sessions thatwere not accepted by the agent duringthe time period.deferred recall =sum(TermTypeCount[agenttt])when termtype = 33 androutingtype = 2discarded =sum(TermTypeCount[agenttt])when termtype = 34 androutingtype = 2deferred/Held =sum(totholdcount[agenttt]) forall termtype where routingtype =2HandlingType = ChatNumOfferredPrim[agent]NumHandledPrim[agent]TransferCountFailedAverage HandledTimeThe total number of Chat sessions wherethe agent was not able to reach thecustomer.The average time that an agent spent onChat sessions during this time period.6.4.4 Reporting Database Tables UsedParkCountAvgHandTime =TalkTimePrim[agent] / AcceptedTable 6-3 Data in Agent Work Load Breakdown Reports - Non-Voice Media (Sheet 2 of 2)All the Agent Work Load reports use data from the following tables in the reporting database:●●●AgentFifteenMin, AgentDaily, AgentWeekly, or AgentMonthlyAgentStateFifteenMin, AgentStateDaily, AgentStateWeekly, or AgentStateMonthlyAgentttFifteenMin, AgentttDaily, AgentttWeekly, or AgentttMonthlyA31003-S2251-A200-4-76A9, August 20046-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Summary by Call Type Report (Call by Call Reporting)6.5 Agent Summary by Call Type Report (Call by Call Reporting)This report, available only if you have the Call by Call Reporting feature, shows call handlingstatistics for contacts associated with particular call types. For each agent, all call types forcontacts routed to that agent are listed. Call handling totals are provided for each of the calltypes. Agents are grouped within department which are further grouped into sites. Totals areprovided at the department and site level as well as the agent level.This report uses the call type pegging methodology as described in Section 6.1 on page 6-1rather than the agent pegging methodology.Figure 6-4 on page 6-16 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-15

MRGhrprt.fmStatistical ReportsAgent Summary by Call Type Report (Call by Call Reporting)Nur für den internen GebrauchFigure 6-4 Example of Agent Summary by Call Type ReportA31003-S2251-A200-4-76A9, August 20046-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Summary by Call Type Report (Call by Call Reporting)6.5.1 Descriptions of Report Data– —The item in the context of the report is not known. For example, a reportthat shows agent activity by call type may show for the contacts thatabandoned before the call was routed to an agent.>This report can contain a row entry with an agent designation of Unknown. This willcontain statistics on calls for which the customer abandoned the call before it wasactually assigned to an agent.The Agent Summary by Call Type report contains the following data:Column Description CalculationCall TypeThe name of the call type.Contacts Received Total number of contactsreceived for this call type.msgrcvd = count(Callid[CBC])where 1

MRGhrprt.fmStatistical ReportsAgent Summary by Call Type Report (Call by Call Reporting)Nur für den internen GebrauchContacts AbandonedContacts ForwardedContacts Transferred orParkedHold CountContacts ReservedAverage AgentHandling TimeTotal number of contacts thatwere abandoned for this calltype.Total number of contactsforwarded, for any reason(including service-out) for thiscall type.Total number of contacts thatwere transferred or parked. Thisincludes the number of emailmessages for which the agentperformed an External Transfer:terminated the contact bytransferring the email to aresource outside the contactcenter.Total count of the number oftimes that contacts were put onhold or deferred.The number of contacts of thiscall type that were reserved for aparticular agent.The average time that agentsspent handling this call type.msgaban = Count(CallID [CBC])where termtype [agentrecord] =abandonedwhileringing orAcceptedbutUnsuccessful andNOT (InterSiteType = 1 andInterSwitchFail = 0) and NOT(InterSiteType = 2 andInterSwitchFail = 1)msgfwd = count(Callid[CBC])where requeuecount[CBC] is not-1 and TermType[AgentRecord]in (FORWARDEDFROM,NEGLECTFORWARD,FORWARDEDALWAYS)xfer_park = count(Callid[CBC])where requeuecount[CBC] is not-1 and TermType[AgentRecord]in(TRANSFERREDOUTOFSCOPE,TRANSFER,TRANSFERTOUNMONEXT, PARKED,FWDTOAGENT,FWDTOCALLTYPE,TRANSFERREDOUT,REQUEUED)msgheld = SUM(HoldQuantity[CBC] )Contacts Reserved - Reserved =Count(CallID[CBC]) whereCallTypeStepNum[CBC] = 9998AvgAgtRespTime =agtrespondtime / msgansdTable 6-4 Data in Agent Summary by Call Type Report (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 20046-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Summary by Call Type Report (Call by Call Reporting)Average Hold TimeContacts less than 10secondsThe average time that thecontacts spent on hold ordeferred.Total number of contacts wherethe agent had a handling time ofless than 10 seconds.Table 6-4 Data in Agent Summary by Call Type Report (Sheet 3 of 3)6.5.2 Differences Among the ReportsAvgheldtime = (SUM(TotHoldTime [CBC] wherehandlingtype =all CC typesexcept email) + (SUM(TotConsultHoldTime [CBC]where handlingtype = email))) /msgheldcallsunder10 = Count(CallID[CBC] ) where agtrespondtime

MRGhrprt.fmStatistical ReportsAgent States ChartNur für den internen Gebrauch6.6 Agent States ChartThis report uses a bar chart to display the amount of time that agents spent in various states(available, unavailable, and work, for example)>If the Restricted Reporting level is set to the No Performance level, the Agent Statesreport is not available.Figure 6-5 on page 6-21 shows an example.A31003-S2251-A200-4-76A9, August 20046-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent States ChartFigure 6-5 Example of Agent States ChartA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-21

MRGhrprt.fmStatistical ReportsAgent States ChartNur für den internen Gebrauch6.6.1 Descriptions of Report DataThe Agent States Report contains the following data:Column Description CalculationContact CenterIncomingThe number of minutes that theagent spent on incoming contacts.Outgoing The number of minutes that theagent spent on outgoing contacts(callbacks).Non-Contact CenterIncoming The number of minutes that theagent spent on incoming externalcontacts.Outgoing The number of minutes that theagent spent on outgoing externalcontacts.Internal The number of minutes that theagent spent on internal contacts.TalkTimePrim[Agent] +TalkTimeOver[Agent] where Handlingtypeis 1 to 2, 7 to 12, and 17 to 18.TalkTimePrim[Agent] +TalkTimeOver[Agent] where Handlingtypeis 13.TalkTimePrim[Agent] + holdtimeprim[ Agent] + consulttimeprim[Agent] whereHandlingtype is 14.TalkTimePrim[Agent] + holdtimeprim[Agent] + consulttimeprim[Agent ] whereHandlingtype is 15.TalkTimePrim[Agent] + holdtimeprim[Agent] + consulttimeprim[Agent whereHandlingtype is 16.The other statesAvailable The number of minutes that the AvailDur[AgentState]agent spent in the available state.Unavailable The number of minutes that the UnAvailDur[AgentState]agent spent in the unavailablestate.Work The number of minutes that the WorkDur[AgentState]agent spent in the work state.Holding The number of minutes that theagent had contacts on hold.Hold Time = HoldTimePrim[Agent] +HoldTimeOver[Agent]Note: at this time Holding does not +ConsultTimePrim[Agent] +include deferred email messages. ConsultTimeOver[Agent] (wherehandlingtype = ACD call handling type)Table 6-5 Data in Agent States Report(Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-22 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent States ChartOtherThe number of minutes that theagent spent in other states(dialing, waiting to be connected toa currently busy line, out ofservice, busy, unknown state, andringing).Table 6-5 Data in Agent States Report(Sheet 2 of 2)6.6.2 Reporting Database Tables UsedDialingDur [AgentState] + QueuedDur[AgentState] + OutOfServiceDur[AgentState] + BusyDur [AgentState] +UnknownDur [AgentState] + RingTimePrim[Agent] + RingTimeOver [Agent]The Agent States Report uses data from the following tables in the reporting database:●●AgentFifteenMinAgentStateFifteenA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-23

MRGhrprt.fmStatistical ReportsAgent Peg Count Reports - Voice MediaNur für den internen Gebrauch6.7 Agent Peg Count Reports - Voice MediaThese reports shows count statistics for agent activities. These reports only track contacts thatcame in via voice media. There are four Peg Count reports in this category:●●●●Agent 15-Minute Peg Count Report—shows agent activity broken into 15 minute timeperiods. Totals for departments and sites are also provided.Agent Daily Peg Count Report—shows activity for all selected agents broken into day timeperiods. Totals for departments and sites are also provided.Agent Weekly Peg Count Report—shows activity for all selected agents broken into weektime periods. Totals for departments and sites are also provided.Agent Monthly Peg Count Report—shows activity for all selected agents broken into monthtime periods. Totals for departments and sites are also provided.Figure 6-6 on page 6-25 shows an example.A31003-S2251-A200-4-76A9, August 20046-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Peg Count Reports - Voice MediaFigure 6-6 Example of Agent Peg Count Report (15 Minute)—Voice MediaA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-25

MRGhrprt.fmStatistical ReportsAgent Peg Count Reports - Voice MediaNur für den internen Gebrauch6.7.1 Descriptions of Report DataThe report contains the data described in Table 6-6.Column Description CalculationTimeThe start time for the timeinterval covered in this rowof the report.Incoming and Outgoing Contact Center contactsReceivedThe total number of contactsreceived by the agent in thistime period.HandledThe total number of contactsanswered by the agent inthis time period.Un-Answered The total number of contactsthat the agent received butdid not answered(abandoned or forwarded).Transferred orParkedCall less than 10secondsThe total number of contactsthat were transferred orparked by the agent.The total number of contactswhere the talk time was lessthan 10 seconds.Applies to all contactsHold Count The count of how manytimes calls where put onhold.Table 6-6 Data in Agent Peg Count Reports (Sheet 1 of 2)TotalRcvd = NumOfferedPrim [Agent] +NumOfferedOver [Agent]TotalHandled = NumHandledPrim[Agent] + NumHandledOver [Agent]TotalAbandoned = TotalRcvd -TotalHandledPlease note that this statistic could bemisleading when run at the 15 minutelevel. This is because there is a strongpossibility that contacts will be receivedin one interval and answered in another.Therefore the contact would beconsidered Un-Answered in the firstinterval. As a result, reports can shownegative values for this column.Xfer_Park = Parkcount [Agent] +TransferCount [Agent]CCallsUnder10 = CallsUnder10 [Agent]HoldCount = HoldCountPrim [Agent] +HoldCountOver [Agent] +ConsultCountPrim[Agent] +ConsultCountOver[Agent]A31003-S2251-A200-4-76A9, August 20046-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Peg Count Reports - Voice MediaIncomingOutgoingInternalNon-Contact Center contactsThe total number ofincoming external contactsthat the agent handled.The total number ofoutgoing external contactsthat the agent handled.The total number if internalcontacts that the agenthandled.Table 6-6 Data in Agent Peg Count Reports (Sheet 2 of 2)6.7.2 Reporting Database Tables UsedNonCCIn = NumHandledPrim [Agent]where HandlingType = NAIncNonCCOut = NumHandledPrim [Agent]where HandlingType = NAOutNonCCInt = NumHandledPrim [Agent]where HandlingType = NAINTThe Agent States Report uses data from the following tables in the reporting database:●●●●AgentFifteenMinAgentDailyAgentWeeklyAgentMonthly.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-27

MRGhrprt.fmStatistical ReportsAgent Performance Distribution Report - All Media TypesNur für den internen Gebrauch6.8 Agent Performance Distribution Report - All Media TypesThese reports show statistics on how agents spend their time. There is a section of the reportthat concentrates on the percentage of distribution of agent time.>On this report, it should be noted that columns containing statistics relating to anagent’s useof Hold are only relevant for the Voice media type.The 15-Minute version of the Agent report, also has a section that displays when the agent haslogged on and off through out the day and when the agent has gone into unavailable or workbased upon the customer defined unavailable and work reasons.There are four Agent Performance Distribution reports:● Agent 15-Minute Performance Distribution Report—shows agent activity broken into 15minute time periods.●●●Agent Daily Performance Distribution Report—shows daily activity for selected agents.Agent Weekly Performance Distribution Report—shows weekly activity for selectedagents.Agent Monthly Performance Distribution Report—shows monthly activity for selectedagents.Figure 6-7 on page 6-29 shows an example.A31003-S2251-A200-4-76A9, August 20046-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Performance Distribution Report - All Media TypesFigure 6-7 Example of Agent Performance Distribution Report (15 Minute)—All Media TypesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-29

MRGhrprt.fmStatistical ReportsAgent Performance Distribution Report - All Media TypesNur für den internen Gebrauch6.8.1 Descriptions of Report DataThe report contains the data described in Table 6-7. The media type you choose is displayedwith the start time, end time, and server details at the top of the report.Agent is always where HandlingType matches a Contact Center Handling Type.Column Description CalculationTimeThe start time for the timeinterval covered in this rowof the report.Total Logon Time The total amount of time thatthe agent spent logged on inthis interval.LogonTime [AgentState]Average ContactHandled TimeAverage Call HoldTimeThe average amount of timethe agent spent handlingcontacts.The average amount of timethat the calls were kept onhold by this agent.AvgHandTime = (HandlingTime ) /TotalhandledHandlingTime = TalkTimePrim[Agent] +TalkTimeOver[Agent] +HoldTimePrim[Agent] +HoldTimeOver[Agent] +ConsultTimePrim[Agent] +ConsultTimeOver[Agent] whereHandlingType = all CC typesTotalHandled = NumHandledPrim[Agent] + NumHandledOver [Agent]where HandlingType = all CC typesAvgHoldTime = HoldTime / HoldCountwhere handlingtype = all CC typesHoldTime = (HoldTimePrim [Agent] +HoldTimeOver [Agent] +ConsultTimePrim [Agent] +ConsultTimeOver [Agent] wherehandlingtype = all CC typesHoldCount = HoldCountPrim [Agent] +HoldCountOver [Agent] +ConsultCountPrim[Agent] +ConsultCountOver[Agent] wherehandlingtype = all CC typesTable 6-7 Data in Agent Performance Distribution Reports (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 20046-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Performance Distribution Report - All Media TypesPercent of logged on time spent in:Call CenterIncoming TimeOutgoing TimeNon-Call CenterIncoming TimeOutgoing TimeInternal TimeCall CenterAvailable TimeUnavailable TimeWork TimeThe percent time that theagent spent on incomingcontacts.The percent time that theagent spent on outgoingcontacts.The percent time that theagent spent on incomingexternal non-call centercontacts.The percent time that theagent spent on outgoingexternal non-call centercontacts.The percent time that theagent spent on internalcontacts.The percent time that theagent spent in the availablestate.The percent time that theagent spent in theunavailable state.The percent time that theagent spent in the workstate.((TalkTimePrim[Agent] +TalkTimeOver[Agent]) /LogonTime[AgentState]) * 100 wherehandlingtype = all CC types except 13(RROutbound)((TalkTimePrim[Agent] +TalkTimeOver[Agent]) /LogonTime[AgentState]) * 100 wherehandlingtype = 13 (RROutbound)((TalkTimePrim[Agent] + HoldTimePrim[Agent] + ConsultTimePrim[Agent]) /LogonTime[AgentState]) * 100 wherehandlingtype = 14 (NAINC)((TalkTimePrim[Agent] + HoldTimePrim[Agent] + ConsultTimePrim[Agent]) /LogonTime[AgentState]) * 100 wherehandlingtype = 15 (NAOUT)((TalkTimePrim[Agent] + HoldTimePrim[Agent] + ConsultTimePrim[Agent]) /LogonTime[AgentState]) * 100 wherehandlingtype = 16 (NAINT)(AvailDur[AgentState]/LogonTime[AgentState]) *100(UnavailDur[AgentState] /LogonTime[AgentState]) * 100(WorkDur[AgentState] /LogonTime[AgentState]) * 100Table 6-7 Data in Agent Performance Distribution Reports (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-31

MRGhrprt.fmStatistical ReportsAgent Performance Distribution Report - All Media TypesNur für den internen GebrauchHolding TimeOther TimeThe percent time that theagent kept contact centercontacts on hold or deferred.This value does not includetime between when an agentinitiates an External Consultto a resource outside thecontact center and when theemail is subsequentlyreactivated and queued, foremail messages.The percent time that theagent spent in other states.6.8.2 Differences Among the ReportsWhen generating a 15-minute report, you have the option of choosing a specific media type toreport on or reporting on all media types. When generating daily, weekly, or monthly reports,you do not have the option of choosing a specific media type.6.8.3 Reporting Database Tables Used(HoldTime / LogonTime [AgentState]) *100HoldTime = (HoldTimePrim [Agent] +HoldTimeOver [Agent] +ConsultTimePrim [Agent] +ConsultTimeOver [Agent] wherehandlingtype = all CC types(DialingDur [AgentState] + QueuedDur[AgentState] + OutOfServiceDur[AgentState] + BusyDur [AgentState] +UnknownDur [AgentState] +RingTimePrim [Agent] +RingTimeOver[Agent]) /LogonTime[AgentState]) * 100Table 6-7 Data in Agent Performance Distribution Reports (Sheet 3 of 3)The Agent States Report uses data from the following tables in the reporting database:●●AgentFifteenMin, AgentDaily, AgentWeekly, or AgentMonthlyAgentStateFifteenMin, AgentStateDaily, AgentStateWeekly, AgentStateMonthlyA31003-S2251-A200-4-76A9, August 20046-32 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent Wrapup Reason Report (Call-by-Call Reporting)6.9 Agent Wrapup Reason Report (Call-by-Call Reporting)This report shows the number of wrapup reasons and account codes for selected agents duringthe selected time range. Note that agents specify wrapup reasons from the Desktop whileaccount codes are generated on the phone.This is an Extended Report, available only if you have the Call-by-Call Reporting Feature.Figure 6-8 on page 6-33 shows an example.Figure 6-8Example of Agent Wrapup Reason Report6.9.1 Reporting Database Tables UsedThe Agent Wrapup Reason Report uses data from the following table in the reporting database:●●●●WrapupReasonWrapupReasonsSitesAccountCodesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-33

MRGhrprt.fmStatistical ReportsAgent State Reason ReportNur für den internen Gebrauch6.10 Agent State Reason ReportThis report shows the breakdown of the unavailable and work reasons and times for theselected agents. For each reason (both system defined and customer defined), the reportshows the accumulated time and how many times the agent used that reason during the timeperiod selected in the report. It also shows accumulated subtotals of the reasons, counts, andtimes at the agent, department, site, and report level.This report is not available on sites that use Department Performance or No PerformanceRestriction.It is available by day, by week, or by month.Figure 6-9 on page 6-34 shows an example of the report by day.Figure 6-9Agent State Reason ReportA31003-S2251-A200-4-76A9, August 20046-34 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsAgent State Reason Report6.10.1 Descriptions of Report DataThe Agent State Data Report contains the following data for the selected time period:Column Description CalculationUnavailable The company-defined reason code for why the walkawaycodename[WAC]Reason agent went unavailable.UnavailableCountUnavailableTimeWork ReasonWork CountWork TimeTable 6-8The number of times that the agent used thisreason.The total time that the agent spent while usingthis reason.The company-defined reason code for why theagent went into work.The number of times that the agent used thisreason.The total time that the agent spent while usingthis reason.Data in Agent State Data Report6.10.2 Reporting Database Tables Usedunavailablecountunavailabledurwalkawaycodename[WAC]workcountworkdurThe Agent State Data Report uses data from the following table in the reporting database:●●●●AgentStateReasonWalkawaycodesUsersTeamsA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-35

MRGhrprt.fmStatistical ReportsEmail Agent Summary by Call Type ReportNur für den internen Gebrauch6.11 Email Agent Summary by Call Type ReportThis report shows usage statistics for specific call types used to route contacts to Email agents.Specifically, it contains contact totals for these call types grouped by agent, department andsite, and totals are provided at the agent, department, and site level.This is an Extended Report, available only if you have the Call-by-Call Reporting Feature.Figure 6-4 on page 6-16 shows an example.A31003-S2251-A200-4-76A9, August 20046-36 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Agent Summary by Call Type ReportFigure 6-10 Example of Email Agent Summary by Call Type ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-37

MRGhrprt.fmStatistical ReportsEmail Agent Summary by Call Type ReportNur für den internen Gebrauch6.11.1 Descriptions of Report DataThe start time, end time, and server details are displayed at the top of the report.>This report can contain a row entry with an agent designation of Unknown. This willcontain statistics on email messages received but that have yet to be actuallyassigned to an agent.The Email Agent Summary by Call Type reports contain the following data:>Calculations in the following table reference [CBC]. The calculation for [CBC] is:[CallRecord] joined with [AgentRecord] where CallID[Callrecord] =CallID[AgentRecord] and requeuecount[CallRecord] = requeuecount[AgentRecord]an AnsweringAgent[CallRecord] = SequenceNumber[AgentRecord] andAnsweringAgent[CallRecord] 0 and ArrivalSite[CallRecord] =AgentSite[AgentRecord] and Handlingtype[CallRecord] = 17 andTermtype[CallRecord] is one of the list 7(TransferredtoQueue),23(TransferredtoAgent), 31(AgentReplied), 33(DefferedRecall), 34(Discarded)Column Description CalculationAgent or Department orSiteCall TypeReceivedTransferred to QueueThe name of the agent,department, or site as defined inthe Administrator application.The name of the call type.Total number of email messagesreceived for this call type.The number of email messagesassociated with the call type thatwere requeued during theperiod.msgrcvd = count(Callid[CBC])when TermTypes[CallRecord] is7(TransferredtoQueue) or23(TransferredtoAgent) or31(AgentReplied) or33(DefferedRecall) or34(Discarded) or36 (ExtenalTransfer) or37 (Consulted Recall)msgtrnsQ = count(Callid[CBC])When TermTypes[AgentRecord]= 7(TransferredtoQueue)Table 6-9 Data in Email Agent Summary by Call Type Report (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 20046-38 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Agent Summary by Call Type ReportTransferred to AgentTransferred OutConsulted RecallAgent RepliedDeferred RecallDiscardedDeferred/HeldAverage Defer/HoldTimeThe number of email messagesassociated with the call type thatwere transferred to anotheragent during the period.The total number of messagesthat the agent handled andsubsequently terminated thecontact by performing anExternal Transfer operation:transferring it to a resourceoutside the contact center.The number of Emails that wererecalled from this agent becausethe maximum consultation timewas reached and which wereassociated with this call type.The number of email messagesassociated with the call type thatwere replied to during the period.The number of deferred emailmessages associated with thecall type which were requeuedafter the maximum defer timewas exceeded, during theperiod.The number of deferred emailmessages associated with thecall type which were moved to aclosed state without a replybeing generated.The number of email messagesassociated with the call type thatarrived during the period butwere deferred by an agent.The average hold time ofdeferred email messagesassociated with the call type thatagents resumed work on duringthe period.msgtrnsA = Count(CallID [CBC])where termtype [agentrecord] =23(TransferredtoAgent)msgtransferredout =Count(CallID [CBC]) wheretermtype [agentrecord] =36(TransferredOut)msgconsultedout = Count(CallID[CBC]) where termtype[agentrecord] =37(EmailConsultTakeback)msgreplied = Count(CallID[CBC]) where termtype[agentrecord] =31(AgentReplied)msgdeferrecall = Count(CallID[CBC]) where termtype[agentrecord] =33(DefferedRecall)msgdiscard = Count(CallID[CBC]) where termtype[agentrecord] = 34(Discarded)msgdeferheld =HoldQuantity[AgentRecord}]where HandlingType = 17(Email)Avgheldtime =totconsultholdtime[AgentRecord] / HoldQuantity[AgentRecord]Table 6-9 Data in Email Agent Summary by Call Type Report (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-39

MRGhrprt.fmStatistical ReportsEmail Agent Summary by Call Type ReportNur für den internen GebrauchAverage Handling Time For email messages associatedwith the call type that werereplied to during the period, theaverage time that an agentactively worked on the emailmessage.6.11.2 Reporting Database Tables UsedAvgHndTime = agthandlingtime /(msgrcvd)agthandlingtime =sum(SegmentEnd[AgentRecord] - TalkStart[AgentRecord]) where agent hasrecieved the email messageTable 6-9 Data in Email Agent Summary by Call Type Report (Sheet 3 of 3)The Email Agent (or Department or Site) Summary by Call Type reports use data from thefollowing tables in the reporting database:●Callrecord, Agentrecord, Calltypes, Users, Sites, TeamsA31003-S2251-A200-4-76A9, August 20046-40 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Call Type Summary by Agent Report6.12 Email Call Type Summary by Agent ReportThis report shows usage statistics for specific call types that have been used to route emailmessages to Email agents. Specifically, it contains totals for each call type and has subtotalsfor Agents, Departments, and Sites.This is an Extended Report, available only if you have the Call-by-Call Reporting Feature.Figure 6-16 on page 6-61 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-41

MRGhrprt.fmStatistical ReportsEmail Call Type Summary by Agent ReportNur für den internen GebrauchFigure 6-11 Example of Email Call Type Summary by Agent ReportA31003-S2251-A200-4-76A9, August 20046-42 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Call Type Summary by Agent Report6.12.1 Descriptions of Report Data>This report can contain a row entry with an agent designation of Unknown. This willcontain statistics on calls for which the customer abandoned the call before it wasactually assigned to an agent.The Email Call Type Summary by Agent Report contains the following data for the specifiedtime period:>Calculations in the following table reference [CBC]. The calculation for [CBC] is:[CallRecord] joined with [AgentRecord] where CallID[Callrecord] =CallID[AgentRecord] and requeuecount[CallRecord] = requeuecount[AgentRecord]an AnsweringAgent[CallRecord] = SequenceNumber[AgentRecord] andAnsweringAgent[CallRecord] 0 and ArrivalSite[CallRecord] =AgentSite[AgentRecord] and Handlingtype[CallRecord] = 17 andTermtype[CallRecord] is one of the list 7(TransferredtoQueue),23(TransferredtoAgent), 31(AgentReplied), 33(DefferedRecall), 34(Discarded)Column Description CalculationAgent or Department orSiteCall TypeReceivedTransferred to QueueThe name of the agent,department, or site as defined inthe Administrator application.The name of the call type.Total number of email messagesreceived for this call type. Thisvalue includes email messagecontacts that were terminated byan External Transfer operation:the agent transferred themessage to a resource outsidethe contact center.The number of email messagesassociated with the call type thatwere requeued during theperiod.msgrcvd = count(Callid[CBC])when TermTypes[CallRecord] is7(TransferredtoQueue) or23(TransferredtoAgent) or31(AgentReplied) or33(DefferedRecall) or34(Discarded) or36(ExternalTransfer) or37(ConsultedRecall)msgtrnsQ = count(Callid[CBC])When TermTypes[AgentRecord]= 7(TransferredtoQueue)Table 6-10 Data in Email Call Type Summary by Agent Report (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-43

MRGhrprt.fmStatistical ReportsEmail Call Type Summary by Agent ReportNur für den internen GebrauchTransferred to AgentTransferred OutConsulted RecallAgent RepliedDeferred RecallDiscardedDeferred/HeldAverage Defer/HoldTimeThe number of email messagesassociated with the call type thatwere transferred to anotheragent during the period.The total number of messagesthat the agent handled andsubsequently terminated thecontact by transferring it to aresource outside the contactcenter.The number of Emails that wererecalled from this agent becausethe maximum consultation timewas reached and which wereassociated with this call type.The number of email messagesassociated with the call type thatwere replied to during the period.The number of deferred emailmessages associated with thecall type which which wererequeued after the maximumdefer time expired, during theperiod.The number of deferred emailmessages associated with thecall type which were moved to aclosed state without a replybeing generated, during theperiod.The number of email messagesassociated with the call type thatarrived during the period butwere deferred by an agent.The average hold time ofdeferred email messagesassociated with the call type thatagents resumed work on duringthe period.msgtrnsA = Count(CallID [CBC])where termtype [agentrecord] =23(TransferredtoAgent)msgtransferredout =Count(CallID [CBC]) wheretermtype [agentrecord] =36(TransferredOut)msgconsultedrecall =Count(CallID [CBC]) wheretermtype [agentrecord] =37(ExternalConsultTakeback)msgreplied = Count(CallID[CBC]) where termtype[agentrecord] =31(AgentReplied)msgdeferrecall = Count(CallID[CBC]) where termtype[agentrecord] =33(DefferedRecall)msgdiscard = Count(CallID[CBC]) where termtype[agentrecord] = 34(Discarded)msgdeferheld =HoldQuantity[AgentRecord}]where HandlingType = 17(Email)Avgheldtime =totconsultholdtime[AgentRecord] / HoldQuantity[AgentRecord]Table 6-10 Data in Email Call Type Summary by Agent Report (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 20046-44 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Call Type Summary by Agent ReportAverage Handling Time For email messages associatedwith the call type that werereplied to during the period, theaverage time that an agentworked on the email message.Average ResponseTime to CustomerFor email messages associatedwith the call type that werereplied to during the period, theaverage time between when theemail message arrived and thewhen an agent sent a reply.6.12.2 Reporting Database Tables UsedAvgHndTime = agthandlingtime /(msgrcvd)agthandlingtime =sum(SegmentEnd[AgentRecord] - TalkStart[AgentRecord]) where agent hasrecieved the emailAvgAgtRespTime =callend[CallRecord] / (msgrcvd)Table 6-10 Data in Email Call Type Summary by Agent Report (Sheet 3 of 3)The Email Call Type Summary by Agent Report uses data from the following tables in thereporting database:●●●●●●CallrecordAgentrecordCalltypesUsersSitesTeamsA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-45

MRGhrprt.fmStatistical ReportsEmail Resolution Details ReportNur für den internen Gebrauch6.13 Email Resolution Details ReportThis report shows summary statistics for how email messages were resolved. The statistics foreach resolution type are further grouped by the ProCenter call type used to route the contact.>At the call type grouping levels, this report also provides statistics on ACD Groups.Figure 6-12 shows an example.Figure 6-12Example of Email Resolution Details Report6.13.1 Descriptions of Report DataThe Email Resolution Details Report contains the following data for the selected time period:Column Description CalculationResolution How the email messages were EmailTermTyperesolved.Call Type A ProCenter-defined call type orACD Group.CallTypeNameTable 6-11 Data in Email Resolution Details Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-46 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsEmail Resolution Details ReportNumber ofMessagesPercentage ofTotalAverage AgentResponseTimeAverageResponseTime toCustomerThe number of email messagesthat were resolved in this way.The percentage of emailmessages that were resolved inthis way.The average amount of time that ittook an agent to respond to emailmessages that were resolved inthis way.The average amount of timebefore a customer received aresponse to messages that wereresolved in this way.6.13.2 Reporting Database Tables UsedMsgCountTable 6-11 Data in Email Resolution Details Report (Sheet 2 of 2)PctTotCallType = 100 *TermTypeCount[CallTypeTTFifteenMin]/TermTypeCount[CallTypeTTFifteenMin]for all call type all term type in siteAvgAgtRespTime =(TotTalkTime[CallTypeTTFifteenMin] -TotHoldTime[CallTypeTTFifteenMin]) /TermTypeCount[CallTypeTTFifteenMin]AvgCustRespTime =(TotWaitTime[CallTypeTTFifteenMin] +TotTalkTime[CallTypeTTFifteenMin]) /TermTypeCount[CallTypeTTFifteenMin]The Email Resolution Summary Report uses data from the following table in the reportingdatabase:●●●CallTypettFifteenCallTypesSitesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-47

MRGhrprt.fmStatistical ReportsCall Type Summary ReportNur für den internen Gebrauch6.14 Call Type Summary ReportThe Call Type Summary report shows statistics for selected call types.Figure 6-13 on page 6-49 shows an example.A31003-S2251-A200-4-76A9, August 20046-48 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Summary ReportFigure 6-13 Example of Call Type Summary ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-49

MRGhrprt.fmStatistical ReportsCall Type Summary ReportNur für den internen Gebrauch6.14.1 Descriptions of Report DataThe Call Type Summary Report contains the following data:Column Description CalculationContactsReceivedContactsAnsweredContactsAbandonedTimed OutAverageContactHandling TimeAverageQueue TimeLongest CallQueue TimeThe number of contacts that wereoffered for the call type shown.The number of contacts offeredincludes answered, abandoned,and timed-out.The number of contacts that wereanswered during the specifiedtime period for the specified calltype.The number of contacts for whichthe customer disconnected beforethe call was answered during thespecified time period for thespecified call type.The number of contacts that timedout during the specified timeperiod for the specified call type.The average handling time forcontacts of the specified call type.The average time (in seconds)thatcontacts spent in queue before anagent answered or the customerabandoned, during the specifiedtime period.The time in queue (in seconds) forthe contact of the specified calltype that waited the longest beforebeing answered by an agentduring the specified time period.Table 6-12 Data in Call Type Summary Report (Sheet 1 of 2)msgrcvd = (NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType] +NumUnsuccessful[CallType] )msgansd = (NumAnswered[CallType]Abandoned=NumAbandoned[CallType]+ NumUnsuccessful[CallType]timedout = (NumTimedOut[CallType]AvgContactRespTime =(TotalTalkTime[CallType]) / msgansdAvgQTime = (TotWaitTime[CallType]) /(callswaiting)callswaiting = (NumAnswered[CallType]+ NumAbandoned[CallType] +(NumTimedOut[CallType] +NumUnsuccessful[CallType] )MaxWaitTime[CallType]A31003-S2251-A200-4-76A9, August 20046-50 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Summary ReportTotal HoldTimeEmailMessagesResolved inOther WaysEmail AverageResponseTime toCustomerService LevelThe total time that contacts of thiscall type were on hold during thespecified time period.The number of email messagesthat were resolved in ways otherthan being answered orforwarded.The average time that it took foremail messages of this call type toreceive a response.The percentage of contacts thatwere answered within the servicelevel interval.Table 6-12 Data in Call Type Summary Report (Sheet 2 of 2)6.14.2 Reporting Database Tables UsedHoldTime = (TotHoldTime[CallType]where RoutingType 2 (Email)+TotConsultTime[CallTypeTT] whereRoutingType = 2 (Email))MsgOther = count(TermType =34)[CallTypeTT]AvgCustRespTime=(TotTalkTime[CallType] + TotWaitTime[CallType] / NumAnswered[CallType])where RoutingType = 2 (email)ServiceLevel varies depending on theconfiguration of your site. The formula isbased on system setting.The Call Type Summary Report uses data from the following tables in the reporting database:●●●●●CallTypeFifteenMinCallTypettFifteenMinSystemParametersCallTypesResourcesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-51

MRGhrprt.fmStatistical ReportsCall Type Volume Summary ReportNur für den internen Gebrauch6.15 Call Type Volume Summary ReportThis report shows the volume of contacts sent to a call type and how the volume was handled.The report can be displayed with either details and summaries or just with summaries.>In addition to statistics for call types, this report also provides statistics on ACDGroups.This report is available in 15 minute, daily, weekly, or monthly versions.Figure 6-14 on page 6-53 shows an example of the 15 minute report.A31003-S2251-A200-4-76A9, August 20046-52 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Volume Summary ReportFigure 6-14 Example of Call Type Fifteen-Minute Volume Summary ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-53

MRGhrprt.fmStatistical ReportsCall Type Volume Summary ReportNur für den internen Gebrauch6.15.1 Descriptions of Report DataThe Call Type Volume Summary Report contains the following data for the selected time period:Column Description CalculationTimeContactsReceivedContactsAnsweredContactsAbandonedContactsTimed OutHold CountEmailResolved byCannedResponseThe date and timeThe number of contacts of the specifiedcall type that were received in thespecified time period.The number of contacts of the specifiedcall type that were answered in thespecified time period. A contact isconsidered answered if it has beenpicked up and handled by a monitoredlogged-on agent. This would includecases such as a call that is ring-noanswer(RNA) forwarded from onelogged-on agent to another.The number of contacts that abandonedduring the specified time period. Acontact is considered abandoned if it hasnot timed out and has not been picked upand handled by a monitored logged-onagent. This would include cases such asa call that RNA forwarded from a loggedonagent to a monitored non-agentextension. (Note that this is different fromAnswered above in that this call does notend up at an agent’s phone.)The number of contacts that timed outduring the specified time period.The number of times that contacts wereput on hold during the specified timeperiod.The number of email messages of thiscall type resolved by canned responseduring the specified time period.msgrcvd =(NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType +NumUnsuccessful[CallType] ]msgansd =NumAnswered[CallType]msgaban =NumAbandoned[CallType]+NumUnsuccessful[CallType]timedout =(NumTimedOut[CallType])HoldCount =TotHoldCount[CallType]Table 6-13 Data in Call Type Volume Summary Report (Sheet 1 of 2)MsgOther = count(TermType =34(Discarded))[CallTypeTT]A31003-S2251-A200-4-76A9, August 20046-54 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Volume Summary ReportEmailForwardedAverageQueue TimeAbandon RateService LevelThe number of email messages for thiscall type forwarded during the specifiedtime period. This value includes contactsthat were terminated by the agentperforming an External Transferoperation: transferring the email messageto a resource outside the contact center.The average time (in seconds) thatcontacts spent in queue before an agentanswered or the customer abandoned,during the specified time period.The percentage of the received contactsthat were abandoned.The percentage of contacts that wereanswered within the service level interval.6.15.2 Reporting Database Tables UsedEmailForwarded =count(TermType =7)(FwdQueue)[CallTypeTT] +count(TermType =23)(MsgFwdAgt)[CallTypeTT] +count(TermType =12)(FwdExt)[CallTypeTT] +count(TermType=36)(EXTERNALTRANSFER)[CallTypeTT]AvgQTime =(TotWaitTime[CallType]) /(msgrcvd)AbandonRate = (msgaban /msgrcvd) * 100Table 6-13 Data in Call Type Volume Summary Report (Sheet 2 of 2)The service level formula variesdepending upon the configurationof your site and the call type’sconfiguration. The formula usedfor this call type is printed at thefoot of the report page.The Call Type Volume Summary Report uses data from the following table in the reportingdatabase:●●●●●CallTypefifteenmin, CallTypeDaily, CallTypeWeekly, and CallTypeMonthlyCallTypettfifteenmin, CallTypettDaily, CallTypettWeekly, and CallTypettMonthlySystemparametersCalltypesResourcesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-55

MRGhrprt.fmStatistical ReportsCall Type Service Summary ReportNur für den internen Gebrauch6.16 Call Type Service Summary ReportThe Call Type Service Summary report shows how well the contacts for each call type are beinghandled. The report uses a variety of service indicators.>In addition to statistics for call types, this report also provides statistics on ACDGroups.This report is available in 15 minute, daily, weekly, or monthly versions.Figure 6-15 on page 6-57 shows an example of the 15 minute report.A31003-S2251-A200-4-76A9, August 20046-56 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Service Summary ReportFigure 6-15 Example of Call Type Fifteen-Minute Service Summary ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-57

MRGhrprt.fmStatistical ReportsCall Type Service Summary ReportNur für den internen Gebrauch6.16.1 Descriptions of Report DataThe Call Type Service Summary Report contains the following data for the selected timeperiod:Column Description CalculationContacts Received The number of contacts ofthe specified call type thatwere received in thespecified time period.msgrcvd = (NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType] +NumUnsuccessful[CallType] )Contacts Answered The number of contacts ofthe specified call type thatwere answered in thespecified time period. Acontact is consideredanswered if it has beenpicked up and handled by amonitored logged-on agent.This would include casessuch as a call that is ring-noanswer(RNA) forwardedfrom one logged-on agent toanother.msgansd = NumAnswered[CallType]Average QueueTimeLongest Call QueueTimeAverage AbandonTimeThe average time (inseconds) that contactsspent in queue before anagent answered or thecustomer abandoned,during the specified timeperiod.The time in queue (inseconds) for the contact ofthe specified call type thatwaited the longest beforebeing answered by an agentduring the specified timeperiod.The average time (in hours,minutes, and seconds) thatcontacts waited beforeabandoning.AvgQTime = (TotWaitTime[CallType]) /msgrcvdMaxWaitTimeAvgAbnTime =(TotAbanWaitTime[CallType]) /((NumAbandoned[CallType])+NumUnsuccessful[CallType] )Table 6-14 Data in Call Type Service Summary Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-58 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Service Summary ReportAverage ContactHandling TimeEmail AverageResponse Time toCustomerAverage Hold TimeService LevelAbandon LevelThe average handling timefor contacts of the specifiedcall type.The average response timethat it took an agent torespond to an emailmessage of this call type,from the customer’s point ofview, including the time theagent was logged off.The average duration that acontact waited on hold orwas deferred.The percentage of contactsthat were answered withinthe service level interval.Of the contacts thatabandoned, the percentageof contacts that wereabandoned within theservice level interval.6.16.2 Reporting Database Tables UsedAvgContactRespTime =(TotalTalkTime[CallType]) / msgansdAvgCustRespTime =((TotTalkTime[CallType] + TotWaitTime[CallType]) / NumAnswered[CallType])where RoutingType = 2(email)AvgHoldTime = (TotHoldTime[CallType]where RoutingType 2(email) +TotConsultTime[CallTypeTT] whereRoutingType = 2(email)) /(TotHoldCount[Calltype] )The service level formula variesdepending upon the configuration of yoursite and the call type’s configuration. Theformula used for this call type is printed atthe foot of the report page.AbnLevel =((AbnUnderThreshold[CallType])/(NumAbandoned[CallType] +NumUnsuccessful[CallType])) * 100Table 6-14 Data in Call Type Service Summary Report (Sheet 2 of 2)The Call Type Service Summary Report uses data from the following table in the reportingdatabase:●●●●●CallTypefifteenmin, CallTypeDaily, CallTypeWeekly, and CallTypeMonthlyCallTypettfifteenmin, CallTypettDaily, CallTypettWeekly, and CallTypettMonthlySystemparametersCalltypesResourcesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-59

MRGhrprt.fmStatistical ReportsCall Type Summary by Agent Report (Call-by-Call Reporting)Nur für den internen Gebrauch6.17 Call Type Summary by Agent Report (Call-by-Call Reporting)This report shows summary data for each selected call type, sorted by agent. The type of detaildisplayed depends on the level of Restricted Reporting.This is an Extended report, available only if you have the Call-by-Call Reporting feature.Figure 6-16 on page 6-61 shows an example.A31003-S2251-A200-4-76A9, August 20046-60 HiPath ProCenter Reporter User Guide

MRGhrprt.fmStatistical ReportsCall Type Summary by Agent Report (Call-by-Call Reporting)Nur für den internen GebrauchFigure 6-16 Example of Call Type Summary by Agent ReportA31003-S2251-A200-4-76A9, August 20046-61 HiPath ProCenter Reporter User Guide

MRGhrprt.fmStatistical ReportsCall Type Summary by Agent Report (Call-by-Call Reporting)Nur für den internen Gebrauch6.17.1 Descriptions of Report Data>This report can contain a row entry with an agent designation of Unknown. This willcontain statistics on calls for which the customer abandoned the call before it wasactually assigned to an agent.The Call Type Summary by Agent Report contains the following data for the specified timeperiod:ColumnContactsReceivedContactsAnsweredContactsAbandonedContactsReservedTimed OutContactsForwardedAverage AgentHandling TimeContacts < 10secAverageQueue TimeLongest QueueTimeTotal HoldTimeEmailMessagesResolved inOther WaysDescriptionThe number of contacts that were offered to the agent, department, or entiresite, for the call type shown. The number of contacts offered includes thecontacts answered, the contacts abandoned after being assigned to anagent, and timed-out contacts.The number of contacts of the specified call type that were answered by theagent or auto-replied to by the Email server.The number of contacts in which the customer abandoned the call while itwas enqueued or the emails that were abandoned by Email serverThe number of contacts that were reserved for a specific agent for thespecified call type.The number of contacts of the specified call type that were timed out.The number of contacts of the specified call type that were forwarded,transferred, or parked.The average amount of time that the agent spent handling contacts of thespecified call type.The number of contacts of the specified call type handled by the agent wherethe talk time was less than10 seconds.The average time (in seconds) that contacts spent in queue before an agentanswered or the customer abandoned.The time in queue (in seconds) for the contact that waited the longest.The total amount of time that contacts of the specified call type to this agentwere on hold.The number of email messages of the specified call type that came to thisagent and were resolved in ways other than being answered or forwarded.This value includes contacts that were terminated by the agent performing anExternal Transfer operation: transferring the email message to a resourceoutside the contact center.Table 6-15 Data in CallType Summary by Agent Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-62 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Summary by Agent Report (Call-by-Call Reporting)Email AverageResponseTime toCustomerService LevelThe average time that it took for this agent to respond to email messages ofthis call type.The percentage of contacts of the specified call type that came to this agentthat were answered within the service level interval. Formula is based onsystem setting.Table 6-15 Data in CallType Summary by Agent Report (Sheet 2 of 2)6.17.2 Reporting Database Tables UsedThe Call Type Summary Report uses data from the following tables in the reporting database:●●●●●●●CallRecordAgentRecordCallTypesUsersSystem ParametersCallTypeSiteDataResourcesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-63

MRGhrprt.fmStatistical ReportsCall Type Contact Volume ReportNur für den internen Gebrauch6.18 Call Type Contact Volume ReportThe Call Type Contact Volume Report is a bar chart showing the distribution of call typesbroken down by 15 minute intervals during the selected time period.In a FlexRouting situation, the number of contacts can be slightly different than the numbershown in other reports. This occurs because the contact information shown takes into accountthe number of overflow in and out contacts that were sent to the call type.Figure 6-17 on page 6-65 shows an example.A31003-S2251-A200-4-76A9, August 20046-64 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Contact Volume ReportFigure 6-17 Example of Call Type Contact Volume ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-65

MRGhrprt.fmStatistical ReportsCall Type Contact Volume ReportNur für den internen Gebrauch6.18.1 Descriptions of Report DataThe number of contacts for each specified call type is broken down into 15-minute segments.A contact can be one of the following:●●●●●An answered contactAn abandoned contactA timed-out contactAn unsuccessful contactA received email messageReceived email messages include those that timed out or that the agent answered,resolved in other ways, or forwarded to another email address.6.18.2 Reporting Database Tables UsedThe Call Type Contact Volume Report uses data from the following table in the reportingdatabase:●●●●●●●CallTypeFifteenMinCallTypeTTFifteenMinSystemParametersCallTypesResourcesSitesUsersA31003-S2251-A200-4-76A9, August 20046-66 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Service Performance Report6.19 Call Type Service Performance ReportThe Call Type Service Performance Report is a line graph that shows the service level for theselected call type, plotted against the average queue time for 15-minute time periods during theselected data time range.Figure 6-18 on page 6-68 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-67

MRGhrprt.fmStatistical ReportsCall Type Service Performance ReportNur für den internen GebrauchFigure 6-18 Example of Call Type Service Performance ChartA31003-S2251-A200-4-76A9, August 20046-68 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Service Performance Report6.19.1 Descriptions of Report DataThe Call Type Service Performance Report contains the following data for each 15-minutesegment:Column Description CalculationServiceLevelAvgQueueTimeTable 6-16The percentage of contacts thatwere answered within the servicelevel interval.The average time (in seconds)that contacts spent in queuebefore an agent answered thecontact.Data in Call Type Service Performance Report6.19.2 Reporting Database Tables UsedVaries depending on site configuration.Formula is based on system setting and theservice level threshold (number of seconds) isbased on either a system setting or anoverride configured per call type.(TotWaitTime[CallType] / (msgrcvd)msgrcvd = (NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType] +NumUnsuccessful[CallType])The Call Type Service Performance Report uses data from the following table in the reportingdatabase:●●●●●●●CallTypeFifteenMinCallTypettfifteenminSystemParametersCallTypesResourcesSitesUsersA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-69

MRGhrprt.fmStatistical ReportsCall Type Average Queue Time ReportNur für den internen Gebrauch6.20 Call Type Average Queue Time ReportThe Call Type Average Queue Time Report shows the average queue time for selected calltypes plotted over 15-minute time periods for the selected data time range.Figure 6-19 on page 6-71 shows an example.A31003-S2251-A200-4-76A9, August 20046-70 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Average Queue Time ReportFigure 6-19 Example of Call Type Average Queue Time ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-71

MRGhrprt.fmStatistical ReportsCall Type Average Queue Time ReportNur für den internen Gebrauch6.20.1 Descriptions of Report DataThis report contains the average queue time in seconds, sorted by call type, for each 15-minutetime period.Column Description CalculationAverageQueueTimeTable 6-17The average time that contactswaited in queue before an agentanswered or the customerabandoned.Data in Call Type Average Queue Time ReportSeconds = (TotWaitTime[CallType] ) /(NumAnswered[CallType] +NumAbandoned[CallType] ) +NumTimedOut[CallType] +NumUnsuccessful[CallType] )6.20.2 Reporting Database Tables UsedThe Call Type Average Queue TIme Report uses data from the following tables in the reportingdatabase:●●●●●CallTypeFifteenMinSystemParametersCallTypesCallTypeTTFifteenMinResourcesA31003-S2251-A200-4-76A9, August 20046-72 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Answered Call Profile Report (Call-by-Call Reporting)6.21 Call Type Answered Call Profile Report (Call-by-Call Reporting)The Call Type Answered Call Profile report show statistics for answered telephone calls for theselected call types, sorted into 15-minute time periods. For each 15-minute period, in additionto basic statistics such as calls offered and calls answered, the report includes a breakdown ofhow long it took to answer calls, grouped in intervals that you specify when you generate thereport. You can specify intervals from five to 60 seconds, and they are available in five-secondincrements. You also specify the call types you want to report on, and whether to includecumulative totals for each call type.Only call types with a media type of telephony or callback are included in this report. This reportis an Extended Report and is available only with the Call-by-Call feature.Figure 6-20 on page 6-74 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-73

MRGhrprt.fmStatistical ReportsCall Type Answered Call Profile Report (Call-by-Call Reporting)Nur für den internen GebrauchFigure 6-20 Example of Call Type Answered Call Profile ReportA31003-S2251-A200-4-76A9, August 20046-74 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Answered Call Profile Report (Call-by-Call Reporting)6.21.1 Descriptions of Report DataThe Call Type Answered Profile Report contains the following data for each 15-minute timeperiod:Column Description CalculationTime The start time for the 15minute time period.Calls OfferedThe number of calls of thiscall type that were offered.msgrcvd =(NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType])Calls AnsweredAverage Answered Wait Time% Calls Answered Between Xand Y SecondsTable 6-18The number of calls of thiscall type that were answered.The average time that callsof this call type waited beforebeing answered.The percentage of calls thatwere answered within thisrange of seconds.Data in CallType Answered Call Profile Report6.21.2 Reporting Database Tables Usedmsgansd =NumAnswered[CallType]answait =(TotWaitTime[CallType] -TotAbanWaitTime[CallType]) / NumAnswered[CallType]The Call Type Answered and Abandoned Profile Report uses data from the following tables inthe reporting database:●●●●●●CallRecordAgentRecordCallTypeFifteenMinSystemParametersResourcesCallTypesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-75

MRGhrprt.fmStatistical ReportsCall Type Abandoned Call Profile Report (Cal-by-Call Reporting)Nur für den internen Gebrauch6.22 Call Type Abandoned Call Profile Report (Cal-by-Call Reporting)The Call Type Abandoned Call Profile report show statistics for abandoned telephone calls forthe selected call types, broken into 15-minute time periods. For each 15-minute period, inaddition to basic statistics such as calls offered and calls abandoned, the report includes abreakdown of how long customers waited before abandoning calls, grouped in durations thatyou specify when you generate the report. You can specify intervals from five to 60 seconds,and they are available in five-second increments. You also specify the call types you want toreport on and whether to include cumulative totals for each call type.Only telephony call types are included in this report. This report is an Extended Report and isavailable only with the Call-by-Call feature.Figure 6-21 on page 6-77 shows an example.A31003-S2251-A200-4-76A9, August 20046-76 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Abandoned Call Profile Report (Cal-by-Call Reporting)Figure 6-21 Example of Call Type Abandoned Call Profile ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-77

MRGhrprt.fmStatistical ReportsCall Type Abandoned Call Profile Report (Cal-by-Call Reporting)Nur für den internen Gebrauch6.22.1 Descriptions of Report DataThe Call Type Abandoned Profile Report contains the following data for each 15-minute timeperiod:Column Description CalculationTime The start time for the 15minute time period.Calls OfferedThe number of calls of thiscall type that were offered.Calls Offered =(NumAnswered[CallType] +NumAbandoned[CallType] +NumTimedOut[CallType])Calls AbandonedAbandon RateAverage Abandoned Wait TimeThe number of calls, for thespecified call type, where thecaller hung up before anagent could answer the call.The percentage of calls ofthis call type that wereabandoned.The average time that acaller waited in queue beforehanging up, for abandonedcalls during the specifiedtime period.Calls Abandoned =NumAbandoned[CallType]Abandon Rate = 100 *NumAbandoned[CallType] /msgrcvdAverage Abandoned WaitTime =TotAbanWaitTime[CallType]/ NumAbandoned[CallType]Table 6-19 Data in CallType Answered and Abandoned Profile Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20046-78 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Abandoned Call Profile Report (Cal-by-Call Reporting)% Calls Abandoned Between XSecondsThe percentage of calls thatwere abandoned within thisrange of seconds.% Calls Abandoned BetweenX and Y Secondscalculations are as follows:AbnUnderX =count(Callid[[CBC]]) whereQtime

MRGhrprt.fmStatistical ReportsCall Type Answered and Abandoned Pie ChartNur für den internen Gebrauch6.23 Call Type Answered and Abandoned Pie ChartThe Call Type Answered and Abandoned Pie Chart shows the total number of answered andabandoned calls in two pie charts, segmented into the percentages that each call typecontributed to the total.Figure 6-22 on page 6-81 shows an example.A31003-S2251-A200-4-76A9, August 20046-80 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Answered and Abandoned Pie ChartFigure 6-22 Example of Call Type Answered and Abandoned Pie ChartA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-81

MRGhrprt.fmStatistical ReportsCall Type Answered and Abandoned Pie ChartNur für den internen Gebrauch6.23.1 Descriptions of Report DataColumn Description CalculationAnswered The number of contactsNumAnswered[CallType]answered.AbandonedTable 6-20The number of contactsabandoned.6.23.2 Reporting Database Tables UsedNumAbandoned[CallType] +NumUnsuccessful[CallType]Data in Call Type Answered and Abandoned ReportThe Call Type Answered and Abandoned Pie Chart uses data from the following tables in thereporting database:●CallTypeFifteenMin, CallTypeTTFifteen, SitesA31003-S2251-A200-4-76A9, August 20046-82 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Wrapup Reason Report (Call by Call Reporting)6.24 Call Type Wrapup Reason Report (Call by Call Reporting)This report shows the number of wrapup reasons and account codes for selected call typesduring the selected time range. This is an Extended Report, available only if you have the Callby-CallReporting Feature.Figure 6-23 shows an example.Figure 6-23Example of Call Type Wrapup Reason Report6.24.1 Reporting Database Tables UsedThe Call Type Wrapup Reason Report uses data from the following table in the reportingdatabase:●●●●●●●CallRecordWrapupReasonWrapupReasonsSitesAccountCodesCallTypesResourcesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-83

MRGhrprt.fmStatistical ReportsCall Type Network Traffic Reports for Networked Call CentersNur für den internen Gebrauch6.25 Call Type Network Traffic Reports for Networked Call CentersIf you have the Networked Call Center feature, there are four reports that show network trafficfor selected call types:●●●●Call Type 15-Minute Network Traffic Report—shows statistics broken into 15-minuteintervalsCall Type Daily Network Traffic Report—shows statistics broken into daily time periodsCall Type Weekly Network Traffic Report—shows statistics broken into weekly time periodsCall Type Monthly Network Traffic Report—shows statistics broken into monthly timeperiodsUse these reports to see which types of contacts were distributed from one site to another, andwhat percentage of distributed contacts were sent and received.Only telephony call types are included in this report. Only telephony contacts can be routedacross a networked call center.The 15-minute report can be used to help you determine which call types generated the mosttraffic, so you can generate staffing schedules for your agents.Figure 6-24 on page 6-85 shows an example of the 15-minute report.A31003-S2251-A200-4-76A9, August 20046-84 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Network Traffic Reports for Networked Call CentersFigure 6-24 Example of Call Type Network Traffic Report (15 Minute)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-85

MRGhrprt.fmStatistical ReportsCall Type Network Traffic Reports for Networked Call CentersNur für den internen Gebrauch6.25.1 Descriptions of Report DataThe Call Type Network Traffic Reports contain the following data for the selected time period:Column Description CalculationTimeThe start time for the time period RecordTimeStamp(15 minute, daily, weekly, ormonthly).SiteThe name of the site whose SiteNamestatistics are displayed.Service Level The percentage of telephony callsof this call type that wereanswered within the service levelinterval.Service Level is calculated using theformula for this site.Average WaitTimeAnsweredAbandonedContactsThe average time that telephonycalls of this call type waited to beanswered.The number of telephony calls thatwere answered.The number of telephony calls thatwere abandoned.SentThe number of telephony calls thatarrived here but were handledelsewhere.% The percentage of telephony callsthat arrived here but were handledelsewhere.ContactsAvgWaitTime = TotWaitTime[CallType] /(NumAnswered[CallType] +NumAbandoned[CallType])NumAnsweredNumAbandonedNumAHHEReceivedThe number of telephony calls that NumAEHHarrived elsewhere but werehandled here.% The percentage of telephony callsthat arrived elsewhere but werehandled here.Service LevelFormula UsedTable 6-21A symbol that indicates whichservice level formula was used tocalculate the service level.Data in Call Type Network Traffic Reports100 * NumAHHE[CallType] /(NumAHHE[CallType] +NumAEHH[CallType])100 * NumAEHH[CallType] /(NumAEHH[CallType] +NumAHHE[CallType])A31003-S2251-A200-4-76A9, August 20046-86 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Type Network Traffic Reports for Networked Call Centers6.25.2 Reporting Database Tables UsedThe Call Type Network Traffic Reports use data from the following table in the reportingdatabase:●●●●CallTypeFifteenMin, CallTypeDaily, CallTypeWeekly, CallTypeMonthlySystemParametersSitesCall TypesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-87

MRGhrprt.fmStatistical ReportsCall Steps ReportNur für den internen Gebrauch6.26 Call Steps ReportThe Call Steps report provides configuration details for each call type defined at a ProCentersite. It is further sorted by the individual call steps defined for call types and provides contactsanswered/abandoned summaries for each call step. This report can be used to measure theeffectiveness of the routing methodology used at a site.This is an Extended Report that is only available if you have the Call-by-Call Reporting feature.Figure 6-2 on page 6-9 shows an example of the Call Steps Report.A31003-S2251-A200-4-76A9, August 20046-88 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Steps ReportFigure 6-25 Example of the Call Steps ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-89

MRGhrprt.fmStatistical ReportsCall Steps ReportNur für den internen Gebrauch6.26.1 Descriptions of Call Steps Report DataThe reports contain the data described in Table 6-6.ColumnCall Type NamePerformance RoutingSettingsStep NumberPriority IncrementName of CallRequirements/SkillStep Time (sec)Contacts AnsweredContacts AbandonedTable 6-22Call Steps ReportDescriptionThe name of a call type.Whether or not PerformanceRouting Settings are defined forthe call type.The sequence number of a callstep within the call type.The Priority Increment specifiedfor this call step.The name of the skill and skilllevel required for this call step.The step time specified for thiscall step.The number of contactsanswered while contacts wereat this call step, within the timeperiod defined for this report.The number of contactsabandoned while contacts wereat this call step, within the timeperiod defined for this report.perfrouting = if(perfroutingflag[calltypes] = 1)yes else nomsgansd = (if 7

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCall Steps Report6.26.2 Reporting Database Tables UsedThe Call Steps report uses data from the following tables in the reporting database:●●●●●●CallRecordResourcesCallTypesCallTypeStepsVirtualGroupsSitesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-91

MRGhrprt.fmStatistical ReportsCallback - Agent by Call Origin ReportNur für den internen Gebrauch6.27 Callback - Agent by Call Origin ReportThe Callback - Agent by Call Origin Report shows callback statistics for selected agents, sortedby origin of the call.Figure 6-26 on page 6-93 shows an example of the Callback - Agent by Call Origin Report.A31003-S2251-A200-4-76A9, August 20046-92 HiPath ProCenter Reporter User Guide

Nur für den internen Gebrauch-MRGhrprt.fmStatistical ReportsCallback - Agent by Call Origin ReportFigure 6-26 Example of Callback - Agent by Call Origin ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-93

MRGhrprt.fmStatistical ReportsCallback - Agent by Call Origin ReportNur für den internen Gebrauch6.27.1 Descriptions of Report DataThe Callback - Agent by Call Origin Report contains the following data:Column Description CalculationCallbacksOfferedThe number of callback attemptsoffered to the agent, but notnecessarily answered.CallbacksOfferedCallbacksAccepted,SuccessfulCallbacksAccepted,RetryScheduledCallbacksAccepted,TotalCallbacksDeletedCallbacksIgnoredAverage TalkTimeTotal HoldsAverage HoldTimeTotalTransferredTable 6-23Of the callbacks accepted by theagent, the number that thecustomer answered and the issuewas resolved.Of the callbacks accepted by theagent, the number that had to bescheduled for a retry.The total number of callbacksaccepted by the agent.The number of callbacks deleted.The number of callbacks offeredneither accepted nor deleted.The average amount of time thatthe agent spent talking to offeredcallbacks.The total number of times thecallbacks were put on hold.Of the callbacks put on hold, theaverage amount of time that theagent put the call on hold.The total number of callstransferred.Data in Agent Callback Report6.27.2 Reporting Database Tables UsedNumSucceededRetrys = Accepted - NumSucceededNumAcceptedNumDeletedCallbacksOffered - NumAccepted -NumDeletedAvgTalkTime = TotalTalktime /CallbacksOfferedNumHoldAvgHoldTime = TotalHoldtime /NumHoldNumTransferThe Callback - Agent by Call Origin Report uses data from the following tables in the reportingdatabase:A31003-S2251-A200-4-76A9, August 20046-94 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCallback - Agent by Call Origin Report●●CallbackAgtFifteenUsersA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-95

MRGhrprt.fmStatistical ReportsCallback- Call Type by Call Origin ReportNur für den internen Gebrauch6.28 Callback- Call Type by Call Origin ReportThe Callback - Call Type by Call Origin Report shows a breakdown by origin (for example,Email, Desktop, or Abandoned) of the call types that were handled.Figure 6-27 on page 6-97 shows an example of the Callback - Call Type by Call Origin Report.A31003-S2251-A200-4-76A9, August 20046-96 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCallback- Call Type by Call Origin ReportFigure 6-27 Example of Callback - Call Type by Call Origin ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-97

MRGhrprt.fmStatistical ReportsCallback- Call Type by Call Origin ReportNur für den internen Gebrauch6.28.1 Descriptions of Report DataThe Callback - Call Type by Call Origin Report contains the following data for the specified timeperiod:Column Description CalculationCall Type/Call The specified call type and origin. CallTypeNameOriginCallbacks The number of callbacks for this NumCallbackscall type.CallbackAttemptsThe number of callbacks for thiscall type that were attempted.NumAttemptsCallbacksSuccessfulCallbacksDeletedAverage TalkTimeTotal HoldsAverage HoldTimeTotalTransferredTable 6-24The number of successfulcallbacks for this call type.The number of callbacks for thiscall type that were deleted.The average talk time forcallbacks of this call type.The total number of callbacks thatwere put on hold.The average hold time forcallbacks of this call type.The total number of callbacks ofthis call type that were transferred.Data in CallType Callback Report6.28.2 Reporting Database Tables UsedNumSucceededNumDeletedAvgTalkTime = TotalTalktime /NumAttemptsNumHoldAvgHoldTime = TotalHoldtime /NumHoldNumTransferThe Call Type Callback Report uses data from the following table in the reporting database:●CallbackCTFifteenMinA31003-S2251-A200-4-76A9, August 20046-98 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCallback - Call Origin by Call Type Report6.29 Callback - Call Origin by Call Type ReportThe Callback - Call Origin by Call Type report shows statistics for all valid call origin typesbroken down by call types.Figure 6-28 on page 6-100 shows an example of the Callback - Call Origin by Call Type Report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-99

MRGhrprt.fmStatistical ReportsCallback - Call Origin by Call Type ReportNur für den internen GebrauchFigure 6-28 Example of Callback - Call Origin by Call Type ReportA31003-S2251-A200-4-76A9, August 20046-100 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCallback - Call Origin by Call Type Report6.29.1 Descriptions of Report DataThe Callback - Call Origin by Call Type Reports contain the following data:Column Description CalculationCall Origin/Call The origin of the callback. CallOrigin, CallType NameTypeCallbacks The number of callbacks from this NumCallbackscall type for this origin.CallbackAttemptsThe number of callback attemptsfrom this call type for this origin.NumAttemptsCallbacksSuccessfulCallbacksDeletedAverage TalksTimeTotal HoldsAverage HoldTimeTotalTransferredTable 6-25The number of successfulcallbacks from this call type for thisorigin.The number of deleted callbacksfrom this call type for this origin.The average time that agentsspent in the talk state for callbacksof this origin.The number of callbacks that wereput on hold from this call type forthis origin.The average amount of time thatcallbacks for this origin were onhold.The number of callbacks from thiscall type for this origin that weretransferred.Data in Callback Origin Reports6.29.2 Reporting Database Tables UsedNumSucceededNumDeletedAvgTalkTime = TotalTalktime /NumAttempsNumHoldAvgHoldTime = TotalHoldtime /NumHoldNumTransferThe Callback Origin Reports use data from the following table in the reporting database:●CallbackCTFifteenMinA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-101

MRGhrprt.fmStatistical ReportsCallback Exception Report (Call-by-Call Reporting)Nur für den internen Gebrauch6.30 Callback Exception Report (Call-by-Call Reporting)The Callback Exception report shows the details of all callbacks that were not successfullycompleted for the selected time period.This is an Extended Report and is available only if you have the Call-By-Call Reporting feature.Figure 6-29 on page 6-103 shows an example.A31003-S2251-A200-4-76A9, August 20046-102 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsCallback Exception Report (Call-by-Call Reporting)Figure 6-29 Example of Callback Exception ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-103

MRGhrprt.fmStatistical ReportsCallback Exception Report (Call-by-Call Reporting)Nur für den internen Gebrauch6.30.1 Descriptions of Report DataThe Callback Exception Report contains the following data:Column Description CalculationCallback The time at which the callback was CreatorTime[Callback Record]Created At created.Time of LastAttemptOrigin ofCallbackFinalDispositionFinal AgentThe time that the last attempt wasmade for this callback.The origin of this callback.The final disposition of thiscallback.The last agent that handled thiscallback.6.30.2 Reporting Database Tables UsedCallStart [CallRecord] join on FinalCallIDCallOrigin[CallbackRecord]ResultName[CallbackResult]FinalAgentKey join to UsersCall Type The call type for this callback. [CallRecord]Caller’s PhoneNumberThe phone number of the callerwho should have received thiscallback.OrigDestination[CallRecord]Number ofAttemptsTable 6-26>The number of attempts that weremade to complete this callback.Data in Callback Exception ReportAttemptCount[CallbackRecord]No values will be shown in the Time of Last Attempt, Final Agent, or Caller’sPhone Number columns for callbacks unless an agent actually makes thephone call. If the callback timed out or if the agent did not accept the callback,the report row on that callback will show no values in these columns.The Callback Exception Report uses data from the following table in the reporting database:●●●●CallbackRecordCallRecordUsersCallback ResultA31003-S2251-A200-4-76A9, August 20046-104 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsDestination Report6.31 Destination ReportThe Destination report shows the activity going to the selected destinations. Destinationsinclude the monitored DNIS, Email and Chat destinations.It is available as a summary report of the 15-minute data.>In order for a particular destination to be reported on, that destination must beconfigured as as a valid destination for which statistics are to be gathered. Theadminstrator application lets you designate telephony, email, and chat destinationsas resources that are to be tracked for statistical purposes. For details on how todesignate a destination for statistical tracking, refer to the Administrator applicationonline help.Figure 6-30 on page 6-106 shows an example of the report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-105

MRGhrprt.fmStatistical ReportsDestination ReportNur für den internen GebrauchFigure 6-30 Example of Destination ReportA31003-S2251-A200-4-76A9, August 20046-106 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsDestination Report6.31.1 Descriptions of Report DataThe Destination Report contains the following data for the selected time period:Column Description CalculationContacts Received The number of contacts that Receivedwere received in thespecified time period by thisdestination.Contacts Answered The number of contacts that Answeredwere answered in thespecified time period by thisdestination.Contacts Abandoned The number of contacts for Abandonedthis destination that wereabandoned in the specifiedtime period.Completed in IVR orPhoneMailThe number of contacts forthis destination werecustomer hung up in the IVRor PhoneMail in thespecified time period.TerminatedinPM + TerminatedinIVRContacts sent out ofCCIn progress at thebeginning of theintervalThe number of contacts forthis destination that weresent out of the contactcenter in the specified timeperiod.This includes when thecontact was disconnectedby the ART, contacts timedout, and contactstransferred to anunmonitored by the IVR,Phonemail, or agent.The number of contacts thatwere still in progress at thebeginning of the interval.Table 6-27 Data in Destination Report (Sheet 1 of 2)Out + TimedOut + XferOutOfPM +XferOutOfIVR + DisconnectedIPB = InProgressStart for the first intervalin the time rangeA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-107

MRGhrprt.fmStatistical ReportsDestination ReportNur für den internen GebrauchIn progress at theend of the intervalAverage contacthandling timeThe number of contacts thatwere still in progress at theend of the interval.The average duration that ittook to handle a contact.Table 6-27 Data in Destination Report (Sheet 2 of 2)6.31.2 Reporting Database Tables UsedInProgressEnd for the last interval in thetime rangeTotalUsageTime / (Received + IPB)The Destination Report uses data from the following table in the reporting database:●DNISFifteenMinA31003-S2251-A200-4-76A9, August 20046-108 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsSource Report6.32 Source ReportThe Source report shows the activity coming from the selected source. Sources include themonitored ANI, Email and Chat sources.It is available as a summary report of the 15-minute data.>In order for a particular source to be reported on, that source must be configured asas a valid source for which statistics are to be gathered. The adminstrator applicationlets you designate telephony, email, and chat sources as resources that are to betracked for statistical purposes. For details on how to designate a source forstatistical tracking, refer to the Administrator application online help.Figure 6-31 on page 6-110 shows an example of the report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-109

MRGhrprt.fmStatistical ReportsSource ReportNur für den internen GebrauchFigure 6-31 Example of Source ReportA31003-S2251-A200-4-76A9, August 20046-110 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsSource Report6.32.1 Descriptions of Report DataThe Source Report contains the following data for the selected time period:Column Description CalculationContacts Received The number of contacts that Receivedwere received in thespecified time period by thissource.Contacts Answered The number of contacts that Answeredwere answered in thespecified time period by thissource.Contacts Abandoned The number of contacts for Abandonedthis source that wereabandoned in the specifiedtime period.Completed in IVR orPhoneMailThe number of contacts forthis source were customerhung up in the IVR orPhoneMail in the specifiedtime period.TerminatedinPM + TerminatedinIVRContacts sent out ofCCThe number of contacts forthis source that were sentout of the contact center inthe specified time period.Out + TimedOut + XferOutOfPM +XferOutOfIVR + DisconnectedIn progress at thebeginning of theintervalIn progress at theend of the intervalTable 6-28This includes when thecontact was disconnectedby the ART, contacts timedout, and contactstransferred to anunmonitored by the IVR,Phonemail, or agent.The number of contacts thatwere still in progress at thebeginning of the interval.The number of contacts thatwere still in progress at theend of the interval.IPB = InProgressStart for the first intervalin the time rangeInProgressEnd for the last interval in thetime rangeA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-111

MRGhrprt.fmStatistical ReportsSource ReportNur für den internen GebrauchAverage contacthandling timeTable 6-28The average duration that ittook to handle a contact.TotalUsageTime / (Received + IPB)6.32.2 Reporting Database Tables UsedThe Source Report uses data from the following table in the reporting database:●SourcefifteenminA31003-S2251-A200-4-76A9, August 20046-112 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Call Volume Summary Report6.33 Trunk Group Call Volume Summary ReportThe Trunk Group Call Volume Summary report shows the call activity on a Trunk Group.It is available as a summary of the 15 minute data.>>Trunk group reports are only available if HiPath ProCenter is working with a HiPath4000 switch.In order for a trunk group to be reported on, that trunk group must be configured asas a valid trunk group for which statistics are to be gathered. The adminstratorapplication lets you designate trunk groups as resources that are to be tracked forstatistical purposes. For details on how to designate a trunk group for statisticaltracking, refer to the Administrator application online help.Figure 6-32 on page 6-114 shows an example of the report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-113

MRGhrprt.fmStatistical ReportsTrunk Group Call Volume Summary ReportNur für den internen GebrauchFigure 6-32 Example of Trunk Group Call Volume Summary ReportA31003-S2251-A200-4-76A9, August 20046-114 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Call Volume Summary Report6.33.1 Descriptions of Report DataThe Trunk Group Call Volume Summary Report contains the following data for the selectedtime period:Internal calculations used in the report:●●●●●●IPBFlexIn = TgIPBFlexIn for the first interval of the date time rangeIPBSkillsIn = TgIPBSkillsIn for the first interval of the date time rangeIPBNonACDIn = TgIPBNonACDIn for the first interval of the date time rangeIPBRROut = TgIPBRROut for the first interval of the date time rangeIPBAgentOut = TgIPBAgentOut for the first interval of the date time rangeIPBOthersOut = TgIPBOthersOut for the first interval of the date time rangeColumn Description CalculationNo. of Trunks The number of trunks that TgNumTrunks / (Period / 900)were active within this timeinterval.Active Incoming contactsTotalThe total number ofincoming contacts (eithercontact center or noncontactcenter) that wereactive during this timeinterval.TgFlexIn + TgSkillsIn + TgNonACDIn +IPBFlexIn + IPBSkillsIn + IPBNonACDInContact Center The total number ofincoming contact centercontacts that were activeduring this time interval.Non-CCThe total number ofincoming non-contact centercontacts that were activeduring this time interval.Active Outgoing contactsTotalThe total number ofoutgoing contacts that wereactive during this timeinterval.TgFlexIn + TgSkillsIn + IPBFlexIn +IPBSkillsInTgNonACDIn + IPBNonACDInTgRRout + TgAgentOut + TgOthersOut +IPBRROut + IPBAgentOut +IPBOthersOutTable 6-29 Data in Trunk Group Call Volume Summary Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-115

MRGhrprt.fmStatistical ReportsTrunk Group Call Volume Summary ReportNur für den internen GebrauchCallbacksBy AgentsBy OthersThe total number of callbackcalls that were active duringthis time interval.The total number ofoutgoing contacts that weremade by logged on contactcenter agents and wereactive during this timeinterval.The total number ofoutgoing contacts that weremade from devices otherthan logged on agentdevices.and were active during thistime interval.6.33.2 Reporting Database Tables UsedTgRRout + IPBRROutTgAgentOut + IPBAgentOutTgOthersOut + IPBOthersOutTable 6-29 Data in Trunk Group Call Volume Summary Report (Sheet 2 of 2)The Trunk Group Call Volume Summary Report uses data from the following table in thereporting database:●TrunkfifteenminA31003-S2251-A200-4-76A9, August 20046-116 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Percent Usage Report6.34 Trunk Group Percent Usage ReportTheTrunk Group Percent Usage report shows the time distribution of a trunk group as apercentage against the total possible usage>It is available as a summary of the 15 minute data.>In order for a trunk group to be reported on, that trunk group must be configured asas a valid trunk group for which statistics are to be gathered. The adminstratorapplication lets you designate trunk groups as resources that are to be tracked forstatistical purposes. For details on how to designate a trunk group for statisticaltracking, refer to the Administrator application online help.Trunk group reports are only available if HiPath ProCenter is working with a HiPath4000 switch.Figure 6-33 on page 6-118 shows an example of the report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-117

MRGhrprt.fmStatistical ReportsTrunk Group Percent Usage ReportNur für den internen GebrauchFigure 6-33 Example of Trunk Group Percent Usage ReportA31003-S2251-A200-4-76A9, August 20046-118 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Percent Usage Report6.34.1 Descriptions of Report DataThe Trunk Group Percent Usage Report contains the following data for the selected timeperiod:Column Description CalculationNumber of trunks The number of trunks that TgNumTrunks / (Period / 900)were active within this timeinterval.Total percent used The total percent of time thatthis trunk group was in use.TotalPctUsed = ((IncomingUsed +OutgoingUsed) / (TgNumTrunks *Period)) * 100Incoming Percent of UsageCCThe percent of time that thistrunk group was in use forcontact center incomingcalls.Non-CCThe percent of time that thistrunk group was in use fornon-contact center incomingcalls.Outgoing Percent of UsageCallbacksThe percent of time that thistrunk group was in use forCallback calls.By AgentThe percent of time that thistrunk group was in use fornon-contact center outgoingcalls made by logged onagents.IncomingUsed = TgDurFlexIn +TgDurSkikllsIn + TgDurNonACDInOutgoing Used = TgDurRROut +TgDurAgentOut + TgDurOthersOut((TgDurFlexIn + TgDurSkillsIn) /(TgNumTrunks * Period)) * 100((TgDurNonACDIn) / (TgNumTrunks *Period)) * 100((TgDurRROut) / (TgNumTrunks *Period)) * 100((TgDurAgentOut) / (TgNumTrunks *Period)) * 100Table 6-30 Data in Trunk Group Percentage Usage Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-119

MRGhrprt.fmStatistical ReportsTrunk Group Percent Usage ReportNur für den internen GebrauchBy OthersAll Trunks BusyPercent of TimeNumber of TimesThe percent of time that thistrunk group was in use fornon-Contact Centeroutgoing calls that weremade from devices otherthan logged on agentdevices.The percent of time that thistrunk group experience theall trunks busy condition.The number of times the alltrunks busy conditionoccurred.6.34.2 Reporting Database Tables Used((TgDurOthersOut) / (TgNumTrunks *Period)) * 100TgATBTime / Period * 100TgNumATBTable 6-30 Data in Trunk Group Percentage Usage Report (Sheet 2 of 2)The Trunk Group Percent Usage Report uses data from the following table in the reportingdatabase:●TrunkfifteenminA31003-S2251-A200-4-76A9, August 20046-120 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Average Usage Report6.35 Trunk Group Average Usage ReportThe Trunk Group Average Usage report shows the average time distribution of a trunk group.It is available as a summary of the 15 minute data.>>Trunk group reports are only available if HiPath ProCenter is working with a HiPath4000 switch.In order for a trunk group to be reported on, that trunk group must be configured asas a valid trunk group for which statistics are to be gathered. The adminstratorapplication lets you designate trunk groups as resources that are to be tracked forstatistical purposes. For details on how to designate a trunk group for statisticaltracking, refer to the Administrator application online help.Figure 6-34 on page 6-122 shows an example of the report.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-121

MRGhrprt.fmStatistical ReportsTrunk Group Average Usage ReportNur für den internen GebrauchFigure 6-34 Example of Trunk Group Average Usage ReportA31003-S2251-A200-4-76A9, August 20046-122 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGhrprt.fmStatistical ReportsTrunk Group Average Usage Report6.35.1 Descriptions of Report DataThe Trunk Group Average Usage Report contains the following data for the selected timeperiod:Internal calculations used in the report:●●●●●●●●●●●IPBFlexIn = TgIPBFlexIn for the first interval of the date time rangeIPBSkillsIn = TgIPBSkillsIn for the first interval of the date time rangeIPBNonACDIn = TgIPBNonACDIn for the first interval of the date time rangeIPBRROut = TgIPBRROut for the first interval of the date time rangeIPBAgentOut = TgIPBAgentOut for the first interval of the date time rangeIPBOthersOut = TgIPBOthersOut for the first interval of the date time rangeIncomingUsed = TgDurFlexIn + TgDurSkillsIn + TgDurNonACDInOutgoing Used = TgDurRROut + TgDurAgentOut + TgDurOthersOutTotalIn = TgFlexIn + TgSkillsIn + TgNonACDIn + IPBFlexIn + IPBSkillsIn + IPBNonACDInCCIn = TgFlexIn + TgSkillsIn + IPBFlexIn + IPBSkillsInNCCIn = TgNonACDIn + IPBNonACDIn● TotalOut = TgRRout + TgAgentOut + TgOthersOut + IPBRROut + IPBAgentOut +IPBOthersOut●●●Callbacks = TgRRout + IPBRROutOutbyagt = TgAgentOut + IPBAgentOutOutbyOthers = TgOthersOut + IPBOthersOutColumn Description CalculationNumber of trunks The number of trunks that TgNumTrunks / (Period / 900)were active within this timeinterval.Average Total used The average amount of timethat this trunk group was in(IncomingUsed + OutgoingUsed) /(TotalIn + TotalOut)use per call.Average Incoming UsageTable 6-31 Data in Trunk Group Average Usage Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 6-123

MRGhrprt.fmStatistical ReportsTrunk Group Average Usage ReportNur für den internen GebrauchCCThe average amount of timethat contact center incomingcalls took.Non-CCThe average amount of timethat non-contact centerincoming calls took.Average Outgoing UsageCallbacksThe average amount of timethat Callback calls took.By AgentThe average amount of timethat non-contact centeroutgoing calls made bylogged on agents took.By OthersThe average amount of timethat non-contact centeroutgoing calls that weremade from devices otherthan logged on agentdevices took.All Trunks BusyPercent of Time The percent of time that thistrunk group experience theall trunks busy condition.Number of Times The number of times the alltrunks busy conditionoccurred.6.35.2 Reporting Database Tables Used(TgDurFlexIn + TgDurSkillsIn) / CCInTgDurNonACDIn / NCCInTgDurRRout / CallbacksTgDurAgentOut / OutbyAgtTgDurOthersOut / OutbyOthersTgATBTime / Period * 100TgNumATBTable 6-31 Data in Trunk Group Average Usage Report (Sheet 2 of 2)The Trunk Group Average Usage Report uses data from the following table in the reportingdatabase:●TrunkFifteenMin, ResourcesA31003-S2251-A200-4-76A9, August 20046-124 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsAgent Configuration Data Reports7 Configuration Data ReportsThe Configuration Data reports contain information from the administration tables in theReporting Database.7.1 Agent Configuration Data ReportsThere are two reports that show configuration data for agents:●●Agent SettingsAdherence Thresholds7.1.1 Agent SettingsThe Agent Settings report shows the configuration settings for selected agents.Figure 7-1 on page 7-2 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-1

MRGcnfg.fmConfiguration Data ReportsAgent Configuration Data ReportsNur für den internen GebrauchFigure 7-1 Example of Agent Settings Configuration ReportA31003-S2251-A200-4-76A9, August 20047-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsAgent Configuration Data Reports7.1.2 Descriptions of Report DataThe Agent Settings Configuration report contains the following data:ColumnAgentIDAgent NameMedia TypeDescriptionThe ID of the agent.The name of the agent.The type of media that the agent can handle.Autowork SettingsAutowork ● A Yes indicates that the application automatically places the agent inWork state when the agent completes a contact. An agent isunavailable to take contacts while in Work state.● A No indicates that the application automatically places the agent inAvailable state when the agent completes a contact.Autowork Time The maximum amount of time (in seconds) that the agent can spend in Workstate, when the agent is placed in Work state by the autowork feature. At theend of this time, the agent becomes available, regardless of whether theagent has completed wrap-up.MandatoryWrap-upAvailable afterWrap-upUses ScreenPopAuto CallbackAuto BrowserPrimarySecondaryTable 7-1A Yes indicates that the agent must finish wrapping up a contact beforebecoming available. The agent must use the wrap-up features in the Agentor Supervisor Desktop to wrap up a contact.A Yes indicates that the agent automatically becomes available afterentering a wrapup code.Agent SettingsA Yes indicates that the agent is configured to use screen pops.A Yes indicates that the agent automatically accepts callbacks.A Yes indicates that the agent’s browser starts automatically when a URL isassociated with a callback (URL Screen Pop is set inAdministrator>Users>User Properties>Permissions. If box is checked, thereport shows Yes.).Emergency Message Recipient IDsThe ID of the agent who is the primary recipient of emergency messagessent by this agent. If the primary recipient is not logged on to the Agent orSupervisor Desktop, then the secondary recipient receives the message.The ID of the agent who is the secondary recipient of emergency messagessent by this agent.Data in Agent Settings Configuration Data ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-3

MRGcnfg.fmConfiguration Data ReportsAgent Configuration Data ReportsNur für den internen GebrauchColumnChat AutoGreetingTable 7-1DescriptionThe textual Auto Greeting, default or custom, being used by this agent inChat sessions.Data in Agent Settings Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsAdherence Thresholds Report7.2 Adherence Thresholds ReportAdherence thresholds are the limits that can be set for agent performance statistics to helpsupervisors monitor agents. The Adherence Thresholds Report shows the adherence settingsfor each agent.At the Agent level of restriction, you can pick a set of individual agents, an ID range, ordepartments.Figure 7-2 on page 7-6 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-5

MRGcnfg.fmConfiguration Data ReportsAdherence Thresholds ReportNur für den internen GebrauchFigure 7-2 Example of Adherence Thresholds Configuration ReportA31003-S2251-A200-4-76A9, August 20047-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsAdherence Thresholds Report7.2.1 Descriptions of Report DataThe report contains the following data:>If you use No Performance Reporting, you cannot set or use adherence thresholds.As a result, adherence threshold values will appear in the reports as zero.ColumnAgentIDAgent NameUser TypeACD GroupMax. Talk TimeMax. WorkTimeAvg. Talk TimeDescriptionThe ID of the agent.The name of the agent.The agent’s user type, which can be Agent, Supervisor or EnterpriseManager.The number of the backup ACD group to which the agent is assigned. ThisACD group is used only if the ProCenter application is not working properly.Adherence thresholdsThe longest amount of time (in seconds) that the agent should spend in Talkstate when handling a contact. If an agent’s contact lasts longer than thistime, the agent has broken the threshold. An agent is not in Talk state if theagent puts a contact on hold or dials another agent for a consultation,conference, or a transfer.The longest amount of time (in seconds) that the agent should spend in Workstate. If an agent is in Work state longer than this time, the agent has brokenthe threshold.The average amount of time (in seconds) that an agent should spend talkingto callers, during the specified time period. An agent is not in Talk state if theagent puts a call on hold or dials another agent for a consultation,conference, or a transfer.Avg. Work Time The average amount of time (in seconds) that the agent should spend inWork state. If the agent’s average time spent in Work state exceeds thisvalue, the agent has broken the threshold.Utilization A performance statistic that indicates the percentage of logged-on time thatan agent should spend working or handling contacts, for the agent's totalamount of time in Available, Talk, and Work state.Table 7-2Data in Adherence Thresholds Report7.2.2 Reporting Database Tables UsedThe Adherence Threshold report uses data from the rrrpdb.users table in the ReportingDatabase.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-7

MRGcnfg.fmConfiguration Data ReportsAgent Résumé Configuration Data ReportNur für den internen Gebrauch7.3 Agent Résumé Configuration Data ReportThe Agent Résumé Configuration Data report shows the skills of each of your agents, includingthe skill level, preference level, and exclusion option for each skill.Figure 7-3 shows an example.Figure 7-3Example of Agent Resume Configuration Data7.3.1 Descriptions of Report DataThe report contains the following data:ColumnAgent NameSkill NameSkill LevelPreferenceLevelExcludedTable 7-3DescriptionThe name of the agent.The name of each skill in the agent résumé.The level of expertise in the skill, from one (low) to nine (high). If you areusing RésuméRouting, skill levels are not used. However, all agent’s skillswill appear on the report with a skill level of one.The number, from one (low) to nine (high), representing either of thefollowing:● The level of the agent’s preference for handling contacts thatrequire the skill● The level of the supervisor’s preference for the agent to handlecontacts that require the skillAn option which, if selected, prevents an agent from being eligible for callsteps requiring the excluded skill.Data in Agent Resume Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsAgent Résumé Configuration Data Report7.3.2 Reporting Database Tables UsedThe Agent Résumé Configuration Data reports use data from the following tables in theReporting Database:●●●rrrpdb.usersrrrpdb.userresumesrrrpdb.skillsA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-9

MRGcnfg.fmConfiguration Data ReportsCall Type Configuration Data ReportNur für den internen Gebrauch7.4 Call Type Configuration Data ReportThis report shows the settings and call steps for each call type in your configuration.Figure 7-4 on page 7-11 shows an example.A31003-S2251-A200-4-76A9, August 20047-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsCall Type Configuration Data ReportFigure 7-4 Example of Call Type Configuration Data ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-11

MRGcnfg.fmConfiguration Data ReportsCall Type Configuration Data ReportNur für den internen Gebrauch7.4.1 Descriptions of Report DataThe report contains the following data:Column DescriptionCall Type Name The name of the call type.OverrideSystemThis field is displayed under the “Importance of Skill Score Criteria” generalheading.Settings● A Yes indicates that the importance of queue time specified here is usedinstead of the corresponding global setting specified by your matchingsettings.● A No indicates that, for this call type, the global setting is used for theimportance of the Queue Time criteria.Importance ofQueue TimeOverride SiteSettingsTime-OutExtensionService LevelIntervalStep NumberPriorityIncrementName of CallRequirements/SkillStep TimeTable 7-4This field is displayed under the “Importance of Skill Score Criteria” generalheading. This number is used in the skill-score calculation, and representsthe importance of the Queue Time criteria for this call type. The Queue Timecriteria is used in the skill-score calculation to help match contacts to agents.This field is displayed under the “Site Settings” general heading.● A Yes indicates that the time-out extension and service level intervalspecified here is used instead of the corresponding global settingsspecified by your site settings.● A No indicates that, for this call type, the global settings for time-outextension and service level interval are used.This field is displayed under the “Site Settings” general heading. This is theextension to which a call is routed, if the call has not been assigned to anagent by the end of the last call step.This field is displayed under the Site Settings general heading. The servicelevel period is the time (in seconds) in which the site should be able torespond to a contact.The number of the call step.The amount added to the priority of a contact at the beginning of the call step.The name of the call requirements (if you use RésuméRouting Advanced) orskill (if you use RésuméRouting) that describes the requirements of thecontact during the call step.The amount of time (in seconds) the contact remains in the step beforemoving to the next call step.Data in Call Type Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsCall Type Configuration Data Report7.4.2 Reporting Database Tables UsedThe Call Type Configuration Data Report uses data from the following tables in the ReportingDatabase:●●●●●●rrrpdb.calltypesrrrpdb.calltypestepsrrrpdb.calltypesitedatarrrpdb.sitesrrrpdb.systemparametersrrrpdb.virtualgroupsA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-13

MRGcnfg.fmConfiguration Data ReportsDepartment Configuration Data ReportNur für den internen Gebrauch7.5 Department Configuration Data ReportThis report shows the department name, agent names, and site key description for each of yourdepartments.Figure 7-5 shows an example.Figure 7-5Example of Department Configuration Data Report7.5.1 Descriptions of Report DataThe report contains the following data:ColumnDepartmentNameDepartmentMembersDescriptionNumber ofMembersTable 7-5DescriptionThe name of the department.The names of the agents in the department.A description of the department.The number of agents in the department.Data in Department Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsDepartment Configuration Data Report7.5.2 Reporting Database Tables UsedThe Department Configuration Data reports use data from the following tables in the ReportingDatabase:●●rrrpdb.usersrrrpdb.teamsA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-15

MRGcnfg.fmConfiguration Data ReportsMessage Configuration Data ReportNur für den internen Gebrauch7.6 Message Configuration Data ReportThis report shows the messages that are configured in the Administration Database for theagents to send to each other. Figure 7-6 shows an example.Figure 7-6Example of Message Configuration Data Report7.6.1 Descriptions of Report DataThe report contains the following data:Column DescriptionMessage The name of the message.NameUrgent ● A Yes indicates that the message is urgent.● A No indicates that the message is either a normal message or theemergency message.Emergency ● A Yes indicates that the message is the emergency message.● A No indicates that the message is not the emergency message.Message Text The text of the message, as defined in the Administration Database.Table 7-6Data in Message Configuration Data Report7.6.2 Reporting Database Tables UsedThe Message Configuration Data reports use data from the rrrpdb.messages table in theReporting Database.A31003-S2251-A200-4-76A9, August 20047-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsRouting Table Configuration Data7.7 Routing Table Configuration DataThis report shows each of the routing entries in the Routing table.Figure 7-7 on page 7-18 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-17

MRGcnfg.fmConfiguration Data ReportsRouting Table Configuration DataNur für den internen GebrauchFigure 7-7 Example of Routing Table Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsRouting Table Configuration Data7.7.1 Descriptions of Report DataThe report contains the following data:ColumnRouting KeyDescriptionThe unique number given to this routing entry in the database.ANI A number representing a calling-party number, or group of calling-partynumbers. The Routing Server uses the information in this routing entry tomatch a contact to an agent.DNIS A number representing a translated internal destination ACD number thatroutes contacts to a RésuméRouting queue. The Routing Server uses theinformation in this routing entry to match a contact to an agent.Basic ACDGroupSort IndexRoutingMethodCall TypeNameThe number of the basic ACD group in which the contact is enqueued. TheRouting Server uses the information in this routing entry to match a contact toan agent.This entry combines the following information in the format “SiteNumber/basicACDnumber/DNIS;ANI;”:● A number that identifies your site in the database● The basic ACD group number● The DNIS number● The ANI number for the routing entryTakes one of the following values:●●Routing Table - this is a standard Routing Table entryBusiness Rules Routing - this Routing Table entry invokes the BusinessRules Routing feature.For a report on use of the Business Rules Routing feature, see Section 7.8,“Business Rules Routing Configuration Data Report”, on page 7-21. Forgeneral information on Business Rules Routing, see the HiPath ProCenterAdministrator Guide.For entries with a Routing Method value of Routing Table, this is the name ofthe call type that identifies the requirements of contacts that use the specifiedrouting entry. For entries with a Routing Method value of Business RulesRouting, this column is empty.Initial Priority For entries with a Routing Method value of Routing Table, this is the initialpriority associated with the contact. The priority can range from 0 to 100. Forentries with a Routing Method value of Business Rules Routing, this columnis empty.Table 7-7 Data in Routing Table Configuration Data Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-19

MRGcnfg.fmConfiguration Data ReportsRouting Table Configuration DataNur für den internen GebrauchColumnReservedAgent NameReserveTimeCaptionDescriptionFor entries with a Routing Method value of Routing Table, this is the name ofthe agent for whom the contact is reserved, if this routing entry uses thereserve-for-agent option. For entries with a Routing Method value of BusinessRules Routing, this column is empty.For entries with a Routing Method value of Routing Table, this is the maximumamount of time (in seconds) that the contact waits for the reserved agent beforebeing enqueued with the specified call type. For entries with a Routing Methodvalue of Business Rules Routing, the value is always zero (0).For entries with a Routing Method value of Routing Table, this is a labelassociated with the contact that is displayed in the Agent or Supervisor Desktopso that agents can identify the contact. For entries with a Routing Method valueof Business Rules Routing, this column is always blank.Table 7-7 Data in Routing Table Configuration Data Report (Sheet 2 of 2)7.7.2 Reporting Database Tables UsedThe Routing Table Configuration Data reports use data from the following tables:●rrrpdb.routing, rrrpdb.calltypes, rrpdb.usersA31003-S2251-A200-4-76A9, August 20047-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsBusiness Rules Routing Configuration Data Report7.8 Business Rules Routing Configuration Data ReportThis report provides a textual representation of all Business Rules Routing flow at a site. Foreach routing flow, individual nodes are grouped by the type of node. A detailed definition isprovided for each routing node.For more information on Business Rules Routing, see the HiPath ProCenter AdministratorGuide.Figure 7-8 on page 7-23 shows an example of the Business Rules Routing Configuration DataReport.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-21

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsBusiness Rules Routing Configuration Data ReportFigure 7-8 Business Rules Routing Configuration Data ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-22

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsBusiness Rules Routing Configuration Data Report7.8.1 Descriptions of Business Rules Routing Configuration DataReport DataThis report contains the data described in Table 7-8.ColumnFlow NameFlow CommentNode GroupNode NameNode DescriptionNode CommentTable 7-87.8.2 Reporting Database Tables UsedDescriptionA numeric identifier for the flow used only in the report and thename of the flow as defined in the Administrator application.The comment for the flow, as defined in the Administratorapplication.Within a flow, individual nodes are grouped according to theirnode type. Each flow will have a Node Group row for each nodetype that appears in that rule.The name of the node as defined in the Administrator application.The format of the Node description differs according to the typeof node:● Result node descriptions include either assignments ofspecific call information values or assignment of a call type● Decision node descriptions include the boolean expressionto be evaluated and the Node Name destinationscorresponding to TRUE and FALSE results of the evaluation● Link node descriptions include the Flow Name of the nextflow to be processed● Update Value node descriptions include details of updates tocall data or to the DDE fieldThe comment associated with the node as defined in theAdministrator application.Business Rules Routing Configuration Data Report data descriptionThe Data Directed Routing Rules Details report uses data from the following tables:●ddrrules, ddrnodes, ddrdecisionnodes, ddrlinknodes, ddrresultnodes, ddrupdatenodes,sitesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-23

MRGcnfg.fmConfiguration Data ReportsSwitch Resource Configuration DataNur für den internen Gebrauch7.9 Switch Resource Configuration DataThis report shows the settings of the switch resources in your configuration. Figure 7-9 showsan example.Figure 7-9Example of Switch Resource Configuration Data Report7.9.1 Descriptions of Report DataThe report contains the following data:Column DescriptionResource Type The type of switch resource. For a detailed listing of resource types, seeSection A.2.32, “Resources Table”, on page A-58.ResourceNumberResourceLengthThe unique number for the type of switch resource, which identifies theresource in the switch.If the number of the source or destination resource uses a wildcard, this isthe length that the incoming source or destination number must be to matchthis particular resource.ResourceNameService LevelTargetTable 7-9This applies to telephony sources and destinations only.The name of the switch resource.The Service Level Target of this resource.Data in Switch Resource Data Report7.9.2 Reporting Database Tables UsedThe Switch Resource Configuration Data reports use data from the rrrpdb.resources table inthe Reporting Database.A31003-S2251-A200-4-76A9, August 20047-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsServer Configuration Data7.10 Server Configuration DataThis report shows the names and addresses of the RésuméRouting servers and IVRs in yourconfiguration.7.10.1 Descriptions of Report DataThe report contains the following data:ColumnServer KeyServer NameServer TypeMachine NamePort NumberTable 7-10DescriptionA unique number identifying the server.The name of the server or IVR.The type of server or IVR, for example, the Statistics Server.The machine name of the computer on which the server or IVR is installed.The port number (on the server’s machine) used by the server or IVR forcommunication purposes.Data in Server Configuration Data Report7.10.2 Reporting Database Tables UsedThe Server Configuration Data reports use data from the rrrpdb.servers table in the ReportingDatabase.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-25

MRGcnfg.fmConfiguration Data ReportsSystem Settings Configuration DataNur für den internen Gebrauch7.11 System Settings Configuration DataThe System Settings Configuration Data report shows the system settings for yourconfiguration. Figure 7-10 shows an example.Figure 7-10Example of System Settings Configuration Data Report7.11.1 Descriptions of Report DataThe report contains the following data:ColumnSetting KeySetting NameSetting ValueTable 7-11DescriptionA unique number identifying the setting.The name of the setting.The value for the setting.Data in System Settings Configuration Data ReportA31003-S2251-A200-4-76A9, August 20047-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsSystem Settings Configuration Data7.11.2 Reporting Database Tables UsedThe System Settings Configuration Data reports use data from the rrrpdb.systemparameterstable in the Reporting Database.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-27

MRGcnfg.fmConfiguration Data ReportsNetworked Call Type Configuration Data (Networked Call Center)Nur für den internen Gebrauch7.12 Networked Call Type Configuration Data (Networked Call Center)If you have the Networked Call Center feature, the Networked Call Center Configuration Datareport shows each call type and the skill-score criteria, site settings, and names of each calltype.>You can report on more than one site only if you have the central reporting function.Figure 7-11 on page 7-29 shows an example.A31003-S2251-A200-4-76A9, August 20047-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsNetworked Call Type Configuration Data (Networked Call Center)Figure 7-11 Example of Networked Call Type Configuration Data ReportA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-29

MRGcnfg.fmConfiguration Data ReportsNetworked Call Type Configuration Data (Networked Call Center)Nur für den internen Gebrauch7.12.1 Descriptions of Report DataThe report contains the following data:ColumnDescriptionCall Type Name The name of the call type.OverrideSystemSettingsImportance ofQueue TimeOverride SiteSettingsTime-outExtensionService LevelInterval (sec)Step NumberPriorityIncrementName of CallRequirement/SkillA Yes indicates that the importance of queue time specified here is usedinstead of the corresponding global setting specified by your matchingsettings.A No indicates that, for this call type, the global setting is used for theimportance of the Queue Time criteria.A number used in the skill-score calculation, representing the importance ofthe Queue Time criteria for this call type. The Queue Time criteria is used inthe skill-score calculation to help match contacts to agents.A Yes indicates that the time-out extension and service level intervalspecified here is used instead of the corresponding global settings specifiedby your site settings.A No indicates that, for this call type, the global settings for time-outextension and service level interval are used.The extension to which a call is routed, if the call has not been assigned toan agent by the end of the last call step.The service level interval is the time (in seconds) in which the site should beable to respond to a contact.The number of the call step.The amount added to the priority of a contact at the beginning of the callstep.The name of the call requirements (if you use RésuméRouting Advanced)or skill (if you use RésuméRouting) that describes the requirements of thecontact during the call step.Step Time (sec) The amount of time (in seconds) the contact remains in the step beforemoving to the next call step.Network A Yes indicates that the call type participates in the networked call center.Routing FlagUsed in SiteLevel StatusA Yes indicates that performance statistics for the call type are included inthe calculation of site statistics for the site.Table 7-12 Data in Networked Call Type Configuration Data Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20047-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsNetworked Call Type Configuration Data (Networked Call Center)ColumnMinimumEligible AgentsDescriptionThe number of agents that a site needs to have to participate in thenetworked call center. If the amount of contacts exceeds the thresholdvalue, contacts are distributed to other sites participating in the networkedcall center.Table 7-12 Data in Networked Call Type Configuration Data Report (Sheet 2 of 2)7.12.2 Reporting Database Tables UsedThe Networked Call Type Configuration Data reports use data from the following tables in theReporting Database:●●●rrrpdb.calltypesrrrpdb.calltypesitedatarrrpdb.sitesA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-31

MRGcnfg.fmConfiguration Data ReportsNetworked Criteria Configuration Data (Networked Call Center)Nur für den internen Gebrauch7.13 Networked Criteria Configuration Data (Networked Call Center)If you have the Networked Call Center feature, the Networked Criteria Configuration Datareport shows the names of the networked sites, their statistic types, and their thresholdvalues. Figure 7-12 shows an example.Figure 7-12Example of Networked Criteria Configuration Data Report7.13.1 Descriptions of Report DataThe report contains the following data:ColumnNetworkShiftstart1, 2, 3, 4Minimum EligibleAgents ThresholdStatistic TypeThreshold ValueDescriptionA Yes indicates that the site participates in network load balancing.The start time of the specified shift.If the amount of contacts for agents exceeds this threshold value,contacts are distributed to other sites participating in the networkedcall center.The statistic type: Service Level, Estimated Service Level, AverageWait Time, Estimated Wait Time, and Calls In Queue.The way that the statistics threshold is calculated.Site Distribution Method The method used to determine the site that handles contacts thatrequire network routing.Table 7-13 Data in Networked Criteria Configuration Data Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20047-32 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGcnfg.fmConfiguration Data ReportsNetworked Criteria Configuration Data (Networked Call Center)ColumnDescriptionPerformance Difference The percentage value used to calculate the performance differencecriteria in the Best Performing Site methodTable 7-13 Data in Networked Criteria Configuration Data Report (Sheet 2 of 2)7.13.2 Reporting Database Tables UsedThe Networked Criteria Configuration Data reports use data from following tables in theReporting Database:●●●●rrrpdb.lbsettingsrrrpdb.sitesrrrpdb.systemparametersrrrpdb.lbcriteriaA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 7-33

MRGcnfg.fmConfiguration Data ReportsNetworked Sites Configuration Data Report (Networked Call Center)Nur für den internen Gebrauch7.14 Networked Sites Configuration Data Report (Networked CallCenter)Contains the names of the networked sites, their port numbers and machine names, dialingprefixes, and contact names. Figure 7-13 shows an example.Figure 7-13Example of Networked Sites Configuration Data Report7.14.1 Descriptions of Report DataThe report contains the following data:ColumnSite NamePort NumberMachine NameDialing PrefixContact NamePhone NumberTable 7-14DescriptionThe name of the site.The port number of the site.The site’s machine name.The dialing prefix for the site.The name of a contact person at the site.The phone number of the contact person.Data in Networked Sites Configuration Data Report7.14.2 Reporting Database Tables UsedThe Networked Sites Configuration Data reports use data from the following tables in theReporting Database:●●rrrpdb.lbsitesrrrpdb.sitesA31003-S2251-A200-4-76A9, August 20047-34 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGaudt.fmAudit and Simulation ReportsThe Audit Trail Report8 Audit and Simulation ReportsThis chapter describes the audit and simulation reports. Audit reports can help youtroubleshoot problems in your contact center configuration.There are three audit reports:●●●The Audit Trail ReportThe Error ReportThe Defaulted Routing ReportSimulation reports contain configuration data that can be used as input to the Simulatorapplication. Simulations can be run using this data.There are two simulation reports:●●The Load Allocation Data reportThe Agent Schedule Data report8.1 The Audit Trail ReportThis report provides a record of all the changes that were made to the production copy of theAdministration Database using the Administrator application. This report should be used bysystem administrators to track changes to the Administration Database, if the data in thedatabase becomes corrupted.Figure 8-1 on page 8-2 shows an example.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 8-1

MRGaudt.fmAudit and Simulation ReportsThe Audit Trail ReportNur für den internen GebrauchFigure 8-1Example of Audit Trail Report8.1.1 Descriptions of Report DataThe report contains the following data:ColumnNameDescriptionThe name of the item that was changed. For example, the name of a calltype or an agent might appear in this column.Table 8-1 Data in Audit Trail Report (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 20048-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGaudt.fmAudit and Simulation ReportsThe Audit Trail ReportColumnChanging AgentIDChange TypeChange TimeAbsolute ObjectKeyDescriptionThe agent ID of the person who made the change.The type of change the user made, for example, Add, Delete, or Update.The date and time when the change was made.A unique number assigned to the object that was changed. The numberidentifies the specific object in the database tables.Table 8-1 Data in Audit Trail Report (Sheet 2 of 2)8.1.2 Reporting Database Tables UsedThe Audit Trail report includes data from the rrrpdb.changelog table in the Reporting Database.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 8-3

MRGaudt.fmAudit and Simulation ReportsError ReportNur für den internen Gebrauch8.2 Error ReportThis is an administration report that shows the error messages sent by the ProCenter servers.Figure 8-2 shows an example.Figure 8-2Example of Error Report8.2.1 Descriptions of Report DataThe report contains the following data:A31003-S2251-A200-4-76A9, August 20048-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGaudt.fmAudit and Simulation ReportsError ReportColumnError TimeDescriptionThe time when the error occurred.Error Type Indicates the severity of the errors. The following are the types of errors that canappear in this report:● InformationCurrent information about how the system is functioning. For example, theapplication sends an information message when one server acknowledgesthat another server has started successfully.● WarningIndicates a problem that has no direct negative consequences, but mightlead to larger problems. For example, the application sends a warningwhen there is a backlog of messages in the CSTA gateway to the switch.● AlertIndicates that a problem has occurred. For example, the application sendsan alert when one of the servers is not operational.● SevereIndicates that a major problem has occurred. For example, the applicationsends a severe message when an error occurs in transferring data to theReporting Database. This severe error could indicate a loss of data, or acorruption of the database tables.Primary The error code returned by the function call that caused the error. ForError Code information about primary error codes, refer to the HiPath ProCenterProgramming Guide, Version 5.1 SMR C.Secondary The secondary error code returned by the function call that caused the error.Error Code This error code normally corresponds to a third-party error code, such as anInformix error code. For information about secondary error codes, refer to theHiPath ProCenter Programming Guide, Version 5.1 SMR C.Line Number The line number of the program module that generated the error.Module The name of the program module that generated the error.NameError Text Detailed information about the error, which is sent from the server thatencountered the error.Table 8-2Data in Error Report8.2.2 Reporting Database Tables UsedThe Error report uses data from the rrrpdb.errorrecord table in the Reporting Database.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 8-5

MRGaudt.fmAudit and Simulation ReportsDefaulted Routing ReportNur für den internen Gebrauch8.3 Defaulted Routing ReportThe Defaulted Routing report shows information on contacts that did not match a specificrouting entry. For more information about default routing, refer to the HiPath ProCenterAdministrator User Guide, Standard and Advanced Suites, Version 5.1 SMR C.Figure 8-3 shows an example.>To track default routing, you must configure the Administrator in the StatisticsSettings. Otherwise, there will be no data in the record.Figure 8-3Example of Defaulted Routing Report8.3.1 Descriptions of Report DataThe report contains the following data:A31003-S2251-A200-4-76A9, August 20048-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGaudt.fmAudit and Simulation ReportsDefaulted Routing ReportColumn DescriptionACD Group The number of the basic ACD group in which the contacts were in queue.ANIThe calling-party number of the contact, returned by the Answered NumberIdentification service.DNISThe destination ACD number of the call returned from the CSTA Server.Enqueue Time The time at which the contact was placed in queue for a certain agent.Call Type Name The name of the call type with which the contact was put in queue.Table 8-3Data in Defaulted Routing Report8.3.2 Reporting Database Tables UsedThe Defaulted Routing report uses data from the rrrpdb.defaultedrouting table in the ReportingDatabase.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 8-7

MRGaudt.fmAudit and Simulation ReportsLoad Allocation Data ReportNur für den internen Gebrauch8.4 Load Allocation Data ReportThe Load Allocation Data report contains:●●Load information for a specified date, grouped by 15-minute periodsAllocation information; for example, the percentage of contacts that were enqueued foreach call typeYou can use the report to import information into the Administrator application, to be used insimulations. The Load Allocation Data report contains the same information as a load profile,which is used in simulations.Figure 8-4 shows an example.Figure 8-4Example of Load Allocation Data Report8.4.1 Reporting Database Tables UsedThe Load Allocation Data Report includes information from the CallRecord and AgentRecordtables in the Reporting Database.A31003-S2251-A200-4-76A9, August 20048-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGaudt.fmAudit and Simulation ReportsAgent Schedule Data Report8.5 Agent Schedule Data ReportThe Agent Schedule Data report contains contact center performance data used to createagent schedules. You can then create agent schedules based on accurate contact centerinformation. The Administrator application can import agent schedules, for use in simulations.Figure 8-5 shows an example.Figure 8-5Example of Agent Schedule Data Report8.5.1 Reporting Database Tables UsedThe Agent Schedule Data report includes information from the following tables in the ReportingDatabase:●●rrrpdb.calltypesrrrpdb.calltypefifteenminA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide 8-9

MRGaudt.fmAudit and Simulation ReportsAgent Schedule Data ReportNur für den internen GebrauchA31003-S2251-A200-4-76A9, August 20048-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationATables in the Reporting DatabaseThis appendix provides information about the tables in the Reporting Database. You can usethis information to help you create custom reports.>The name of the reporting database is rrrpdb.This information is provided for read-only access to the Reporting Database. Do notchange the information in the Reporting Database under any circumstance.A.1 Tables with Call-by-Call InformationThe tables described in this section provide extended historical information in the ReportingDatabase. You must have the Call-by-Call Reporting feature for the Statistics Server to savethese records.A.1.1CallRecord TableEach record in this table contains the detailed data about a contact that was handled by theTelephony Server. When a contact completes, the Telephony Server writes an historical recordto the Statistics Server. The Statistics Server then sends this record to this table.Indexes: This table has two indexes, one by Callid and the other by DisconnectTime.Column Type DescriptionNameCallid char 30 Unique ID of the contact.Refcallid char 30 Reference to an originating callid. For example in the instance wherea callback/email is created on the first contact.Chat: Null or 0.OrigDestinationvarchar(80)Telephony: Original DNIS of the incoming call.Email: The email address of the recipient.Chat: The URL of the web page that the customer came from.QDNIS Integer Queued DNIS of the incoming call.Chat: Null or 0.Originvarchar(80)Telephony: Automatic number identification of the incoming call. Maynot be available in some areas.Email: The email address of the customer.Chat: The IP address of the customer or other customer identifierprovided by the Web designer.Table A-1 Call Record Table (Sheet 1 of 4)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-1

MRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationNur für den internen GebrauchColumnNameAnswerQueueIntegerACD queue that the call was in when it was answered. The actualanswering call type or ACD group.CallingPty Integer The party that originated the call.-1 if it is an external call and ANI is not available.Chat: Null or 0.ArrivalSite Integer ID of the site where the contact arrived.CallStart DateTime Telephony: Timestamp when the call arrived in the system.Email: timestamp when the email message arrived in the Emailserver.Chat: Timestamp of when the request for a Chat session was receivedby HPPC (i.e. the timestamp of the UpdateChatRoutingDataEventfrom the Routing Server.IVRQueue Integer Offset in seconds from call start when the call was queued for the IVR.StartIVRStart Integer Offset in seconds from call start when the call was answered by theIVR.IVREnd Integer Offset in seconds from call start when the call left the IVR.IVRExt Integer IVR extension or port number.QueueStartIntegerOffset in seconds from call start when the contact was queued for anagent.CallEnd Integer Offset in seconds from call start when the contact completed (or wasrequeued).DisconnectTimeCallTypekeyCallTypeStepNumCallTypeNameTypeDateTime Disconnect timestamp. This time stamp is used for fifteen-min rollup.Need this (instead of CallStart + CallEnd) for performance reason.Integer Call type associated with this contact. If FlexRouting, the primary ACDGroup number.Integer Call Type Step number when contact assigned.Char 16DescriptionName of the call type referred to by the calltypekey.Priority Small int Priority number (from 0 to 100) when the contact was assigned.HandlingT Small int Refer to Section A.1.1.1 on page A-4.ypeTermType Small int Refer to Section A.1.1.2 on page A-4.Table A-1 Call Record Table (Sheet 2 of 4)A31003-S2251-A200-4-76A9, August 2004A-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationColumnNameInterSiteTypeTypeSmall intDescriptionInterSite type (applicable only to multi-site routing)●0 = None or not inter-site transferred. A regular RR call that doesnot get load balanced would have a 0●●1 = Outgoing call (route to another site)2 = Incoming Call (route from another site)InterSwitchFailSmall int●NULL if it is not RésuméRouting TelephonyWhether the call failed on an inter-switch transfer:●INTERSWITCHFAILYES=0●INTERSWITCHFAILNO=1InterSiteOriginInterSiteDestReserved1TrunkGroupIDIntegerIntegerIntegerSmall int● NULL if InterSiteType is NULL or NONEOriginating site of the call NULL if InterSiteType is NULL or NONE.Destination site of the call. NULL if InterSiteType is NULL or NONE.Reserved value.The number of the trunk group.Trunk Integer Trunk number.RequeueCountSmall int Telephony: Requeue count -1 to 255, default -1, this values getsincremented every time a call passes the RCG.Email: The number of times that the email message was forwarded toa different agent.Chat: Incremented each time the request for the Chat session is reroutedbecause the assigned agent does not accept the call within thedefine amount of time.Route Small int RCG that the call was queued to.AnsweringAgentSmall intSequence number of record in the agent table at which the first agentanswered the call.0 means the call or chat was not answered by an agent even if it isassigned and ringing at the agent’s extension.Note: Always “1” for email and callback.Table A-1 Call Record Table (Sheet 3 of 4)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-3

MRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationNur für den internen GebrauchColumnNameCaptionA.1.1.1Handling TypeType of contact:● 0 = No handling type● 1 = ACDEXT - External call arrives at a FlexRouting RCG● 2 = ACDINT - Internal call arrives at a FlexRouting RCG● 3 = IVREXT - External call queued to IVR ports● 4 = IVRINT - Internal call is queued to IVR ports● 5 = IVRACDEXT - External call is transferred to a FlexRouting ACD from IVR port● 6 = IVRACDINT - Internal call is transferred to a FlexRouting ACD from IVR port● 7 = RREXT - External call arrives at a basic RCG● 8 = RRINT - Internal call arrives at a basic RCG● 9 = RRIVRHOLDEXT - IVREXT call is enqueued to RésuméRouting● 10 = RRIVRHOLDINT - IVRINT call is enqueued to RésuméRouting● 11 = RRIVRACDHOLDEXT - External call is moved from IVR queue to a basic RCG● 12 = RRIVRACDHOLDINT - Internal call is moved from IVR queue to a basic RCG● 13 = RROUTBOUND - RR outbound call● 14 = NAINC - Non-ACD incoming trunk call● 15 = NAOUT - Non-ACD outgoing trunk call● 16 = NAINT - Non-ACD internal call● 17 = EMAIL - Email message● 18 = CHAT - Chat sessionA.1.1.2TypeVarchar(100)DescriptionTermination TypeThe caption of the contact.Table A-1 Call Record Table (Sheet 4 of 4)The meaning of the integers for Termination Type are as follows:● 0 = No term type (none was set)● 1 = Abandoned in Queue● 2 = Abandoned in IVR Queue● 3 = Abandoned while ringing● 4 = Abandoned while IVR ringing● 5 = Disconnected on consult hold● 6 = Disconnected while parked● 7 = Requeued● 8 = Network reached● 9 = Transferred out of scope. The call is transferred to an unmonitored destination andcannot be tracked any longer.A31003-S2251-A200-4-76A9, August 2004A-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call Information● 10 = Timed outAgent termtype:● 11 = Disconnected while on hold● 12 = Forwarded from another ext● 13 = Transferred● 14 = Transferred to unmonitored extension● 15 = Recalled forward—Not implemented (for future use)● 16 = Picked from—When a call has been parked at an agent’s phone and it is picked bysomeone else, the first agent’s call segment is terminated with a Picked-from.● 17 = Parked—When a call has been parked at an agent’s phone and the parking agent hasdisconnected, the parking agent’s call segment is terminated with Parked.● 18 = Disconnected● 19 = Neglected to forward—Neglect Forward occurs when the transferring party getsrecalled because the Transfer Recall Timer (switch value) expires as the forwarded-toagent is not answering the call. For example, external caller E1 calls RR pilot number. Callsare routed to monitored internal agent A1. Agent A1 answers the call. Agent A1 transferthe call to monitored internal agent A2. The “transfer recall” timer expires and the externalcaller recalls the transferring party A1.● 20 = Forwarded always—an agent has a Forward Always feature set on his station. Allconsults and non-ACD calls will be forwarded to the ForwardTo extension.● 21 = Camped on—The agent leaves the call by camping the call to another extension.email message termtype:● 22 = Answered—the agent receives an email message and writes an actual answer to it.● 23 = Forwarded to agent—the agent receives an email message and decides that anotheragent can handle it better and so forwards (transfers) it to the other agent.● 24 = Forwarded to Call Type—the agent receives an email message and decides that itshould go to a different call type so forwards (transfers) it to the other call type. Example:Service gets an email message asking the cost of a product, so they forward the emailmessage to the Sales call type.● 25 = Forwarded to pool—the agent receives an email message and decides that it shouldgo to the ProCenter Email pool and so forwards (transfers) it there.● 26 = Scheduled callback—the agent receives an email message and wants to talk to thecustomer so he schedules a callback and closes the email message. (Not implemented -for future use)● 27 = Resolved—The agent receives an email message and resolves it in some othermanner such as sending a canned response to the email message.● 28 = AcceptedButUnsuccessful - The agent has accepted the Chat session, but thecustomer does not answer at the customer’s end.● 29 = Logoff—The agent logs off during a call.● 30 = RingNoAnswerForward—Indicates a Telephony server-specific Ring No Answer.● 31 = AgentReplied—The agent sent a reply to the email.● 32 = AutoResponded—The email server sent an automatic reply to the email sender. Noagent is assignedA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-5

MRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationNur für den internen Gebrauch●●●●●33 = DeferTakeBack—The email was assigned to an agent who subsequently deferred theemail. After a timeout, the email server took the email from the agent and reassigned toanother agent. The call is requeued.34 = Discarded—The email was discarded by the email server or an agent. That is, no replywas sent to the customer.36 = External Transfer—The email was transferred to a non-call center agent.37 = External Consult Takeback—the agent performed a consultation with a non-callcenter agent but HiPath ProCenter recalled the email because the maximum consultationtime was exceeded.38 = Transit Number Timeout—A call at an unmonitored IVR requested a transit number totransfer the call out of the IVR to HiPath ProCenter but the call never arrived at the HiPathProCenter ACD/UCD. The call timed out and HiPath ProCenter and terminated trackingwith this term type. If the call should be transferred to HPPC after the point in time at whichHPPC terminated tracking then it would be tracked as a new call (two call records for onecall).A.1.2AgentRecord TableEach record contains information of what and how an agent performs on a particular call. Tofind out who are involved in a contact, you need the Callid, the RequeueCount, and theSequenceNumber. These match the CallRecord’s Callid, RequeueCount, and AnsweringAgentfields.Indexes: This table has two indexes, one is the Callid and the other is Callid, RequeueCount,SequenceNumber, and AgentSite.Column Name Type DescriptionCallid char 30 Unique id of the contact.RequeueCount Small int Telephony: Requeue count -1 to 255, default -1, this valuesgets incremented every time a call passes the RCG.Email: The number of times that the email message wasforwarded to a different agent.Chat: always 0.SequenceNumber Small int Starts from 1. Order in which the agents entered the contact,this value gets reset every time a contact gets requeued.AgentKey Integer Agent Key value in the database.DepartmentKey Integer The Department Key.AgentExt Integer The Agent Extension.AgentSite Integer The Agent site key.Table A-2 AgentRecord Table (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004A-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationColumn Name Type DescriptionRingStartDateTimeTelephony: Time when the agent first gets involved in this call.This includes when a call is Delivered to, parked or queued atthe agent station.Email: Time when the assigned agent received the emailmessage.Chat: Time when the assinged agent was offered the Chatsession request.TalkStart Integer Telephony: Offset in seconds from RingStart when the agentanswered the call.Email: 0Chat: Offset in seconds from RingStart when the agentaccepts the Chat session request.FirstHoldStart Integer Telephony: Offset in seconds from RingStart when agent putsthe call on hold.Email: First deferred time.Chat: 0.SegmentEnd Integer Telephony: Offset in seconds from RingStart when agent leftthe call(Disconnect, Transferred and Diverted).Email: The time when the agent completed handling the emailmessage.Chat: Offset in seconds from RingStart when the agent leavesthe Chat session (Disconnected, ForwardedFrom,AcceptedButUnsuccessful).HoldQuantity Small int Telephone: The number of times a caller was put on hold.Email: Deferred count .Chat: 0.TotConsultHoldTimeIntegerTelephone: The total amount of time an agent puts the calleron a consultation hold.Email: Total Logon Deferred Time.Chat: 0.TotHoldTime Integer Telephony: The sum of all the hold times includingbackground hold and consultation hold.Email: Total deferred time.Chat: 0.FirstConferStart Integer Telephony or Chat: Offset in seconds from RingStart whenfirst conference segment starts.Email: The timestamp of the first external consult or 0 if therewas no internal consult.Table A-2 AgentRecord Table (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-7

MRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationNur für den internen GebrauchColumn Name Type DescriptionSmall intConferenceQuantityTotConferenceTimeIntegerTelephony or Chat: The number of conference segment.Email: The number of times for which an external consult wasperformed again this email.Telephony or Chat: The sum of all Conference segments.Email: The total external consult time or 0 if there were noexteranl consults performed against this email.NumPartiesIn Small int Telephony or Chat: Number of parties on the call when thisagent joined the call.Email: 0.HandlingType Small int Refer to Section A.1.1.1 on page A-4.JoinType Small int How the agent joined the call:● 0 = invalid type● 1 = Initiated● 2 = Assigned - always used for an e-mail message or aChat session● 3 = Consulted● 4 = Transferred● 5 = Pick● 6 = Forwarded from an extension● 7 = Forwarded immediately to another extension● 8 = Parked● 9 = Override call (switch feature) -- override the call whilethe parties are still talking● 10 = Called● 11 = Timed out● 12 = Recalled● 13 = Queued on a busy extension● 14 = Called back● 15 = Unknown● 16 = Barge-InTermtype Small int How the contact was terminated. Refer to Section A.1.1.2 onpage A-4 for the meaning of the integers.Table A-2 AgentRecord Table (Sheet 3 of 3)A.1.3EmailRecord TableIndexes: This table has one index, Callid.A31003-S2251-A200-4-76A9, August 2004A-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationColumn Name Type DescriptionArrivalSite Integer The Site ID where the contact arrived.AutoAcknowled Integer The autoresponse template key.geKeyAutoResponse Integer The autoacknowledge template keyKeyCallid char 30 Unique ID of the email message.DiscardReason Integer The discard reason template key.KeyRequeueCount Smallint The number of times that the email message was forwarded toa different agent.Subject VarChar(8 Subject of the email message.0)EmailTermStringVarChar(80)The resolution string associated with the TermType.Table A-3EmailRecord TableA.1.4CallData TableThis table is used for custom reporting.Indexes: This table has one index, Callid and RequeueCountColumn Name Type DescriptionSiteKey Integer The Site ID where the contact arrived.Callid Char(30) Unique ID of the contact.RequeueCount Small int Telephony: Requeue count -1 to 255, default -1, this valuesgets incremented every time a call passes the RCG.Email: The number of times that the email message wasforwarded to a different agent.DataKey Char32 The data key.DataValue VarChar(128) The data value.Table A-4CallData TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-9

MRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationNur für den internen GebrauchA.1.5WrapupReason TableThis table contains a list of all valid wrapup reasons—the reasons that agents assigned tocontacts when wrapping them up. A wrapup reason can be saved with a call record if you havethe Call-by-Call Reporting feature and your agents use the Agent Desktop or SupervisorDesktop to wrap up contacts.Indexes: This table has two indexes. Ones is Callid and the other is wrtimestamp.Column Name Type DescriptionSiteKey Integer The site key.Callid Char30 Unique ID of the contact.RequeueCount Small int Telephony: Requeue count -1 to 255, default -1, this valuesgets incremented every time a call passes the RCG.Email: The number of times that the email message wasforwarded to a different agent.AgentKey Integer The Agent ID that create this record.DepartmentKey Integer Department key for the agent.KeyType Small int KeyType = 0 when WrapupReasonKey = wrap up reasonkey.KeyType = 1 when WrapupReasonKey = account code.WrapupReasonKeyInteger KeyType = 0 when WrapupReasonKey = wrap up reasonkey.KeyType = 1 when WrapupReasonKey = account code.WrTimeStampTable A-5Datetime yearto fractionWrapupReason TableTime that the record was written.A.1.6WrapupValue TableThis table contains the data that agents entered in the wrapup fields when wrapping up specificcalls. Data can be saved in the wrapup field with a call record if you have the Call-by-CallReporting feature and your agents use the Agent Desktop or Supervisor Desktop to wrap upcalls.Indexes: This table has one index, WvtimeStamp.Column Name Type DescriptionSiteKey Integer Sitekey of the site where the wrapup happens.Table A-6 WrapupValue Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseTables with Call-by-Call InformationColumn Name Type DescriptionCallid Char30 Unique id of the contact.RequeueCount Small int Telephony: Requeue count -1 to 255, default -1, this valuesgets incremented every time a call passes the RCG.Email: The number of times that the email message wasforwarded to a different agent.AgentKey Integer Agent that enter this record.DepartmentKey Integer Department key for the agent.WvTimeStamp Datetime Time that the record was written.year tofractionWvLabel Char20 Label of the WrapupValue.WvChar Varchar(250)Variable character field.WvTimeStampOneDatetimeyear tofractionTime field.WvNum Integer Number field.Table A-6 WrapupValue Table (Sheet 2 of 2)A.1.7CallbackRecord TableIndexes: This table has two indexes, one is CBCallid and SiteKey and the other is CreatorTime.Column Type DescriptionNameCreatorKey Integer Agent Key if RR-Desktop request the callback.CreatorTime Datetime Time when the callback is created.year tofractionCallOrigin Integer IVR=0,DESKTOP=1,WEB=2,EMAIL=3,ABANDONED=4,IMPORT FILE=5.CBCallID Char 18 Call ID created by the Callback Server .Table A-7 CallbackRecord Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-11

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Type DescriptionNameFinalCallID Char 18 Real call ID generated by Tel-Server.AttemptCount Integer Number of time Callback server tries to call back.Equal to the last AttemptLog record’s sequence number.FinalResult Integer Result key from CallbackResult table.FinalAgentKe Integer The last agent that were involved in the call back attempt.yFinalDepartm Integer Departmentkey for the last agent.entKeySiteKey Integer Unique site key.CallTypeKey Integer Call type associated with this callbackTrackID Varchar(30)Email call ID.Table A-7 CallbackRecord Table (Sheet 2 of 2)A.1.8AttemptLog TableIndexes: This table has two indexes. One is CBCallid, Sequeuence, and SiteKey, and the otheris AttemptTime.Column Name Type DescriptionCBCallID Char 18 Call ID created by the Callback Server.Sequence Small int The sequence of the attempts.SiteKey Integer Unique site key.AgentKey Integer Agent that are assigned to handle this attempt.DepartmentKey Integer Department key for the agent.AttemptResult Integer Result key from CallbackResult table.AttemptCallID Char 18 Call ID generated by Tel-Server.AttemptTime datetime Time when the attempt of the callback occurs.Table A-8AttemptLog TableA.2 Summary Performance TablesThe tables described in this section store summary performance data in the ReportingDatabase. If you have Full Performance Reporting, the agent statistics tables contain asummary of performance data for each agent. If you have Department Performance Reporting,A31003-S2251-A200-4-76A9, August 2004A-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance Tablesthe agent tables contain a summary of performance data for each department. If you have NoPerformance Reporting, the agent tables contain a summary of general performance data forthe entire contact center.A.2.1AgentStateReason TableIndexes: This table has two indexes. One is StateStart and the other is StateStart andAgentKey.Column Type DescriptionNameAgentKey Integer Agent who entered this reason.AgentSite Integer Site of the agent.AgentExt Integer Extension of the agent.DepartmentK Integer Department Key of the agent.eyState Small int Available=9.Unavailable=10.Work=11.StateReason Integer The walkaway key from walkaway codes.KeyDuration Integer Length of time in the state.StateStart Datetimeyear tofractionStart time.Table A-9AgentStateReason TableA.2.2AgentOnOff TableA record is written to this table when the server received a logon or logon event.Indexes: This table has two indexes. One is ActionTime and Action and the other is ActionTimeand AgentKey.Column Name Type DescriptionAgentKey Integer The agent who did the logon, logoff.AgentSite Integer The site of the agent.AgentExt Integer The extension of the agent.Table A-10 AgentOnOff Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-13

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionDepartmentKey Integer Department Key.Action Small int 1 = logon, 2 = logoff.MediaType Small int Media types defined in the Admin databaseNone=0Telephony=1Callback=2Email=3Chat=4ACDNum Small int The ACD group number that the agent is logging onto, applicable only if RoutingType =AGENTACDROUTING.ActionTime Datetime year tofractionTime when the logon/logoff took place.Table A-10 AgentOnOff Table (Sheet 2 of 2)A.2.3QStatsFifteenMin TableIndexes: This table has one index, RecordTimeStamp and CalltypeKey.Column Name Type DescriptionRecordTimestamp Datetime yearto fractionStart time stamp of the summarized period (e.g. 2002-02-13 13:15:00.000).ArrivalSite IntegerRoutingType Smallint 0 = RésuméRouting, 1 = flex.CalltypeKey Integer Calltype key for RR, ACD Group for FlexRouting.MinLogonAgents Integer The minimum number of agents logged on to thiscalltypekey within the last 15 minute period.AvgLogonAgents Integer The average number of agents logged on to thiscalltypekey within the last 15 minute period.MaxLogonAgents Integer The maximum number of agents logged on to thiscalltypekey within the last 15 minute period.MinCallsInQueue Integer The minimum number of contacts in queue during thisperiod.AvgCallsInQueue Integer Average number of calls in queue during this period.Table A-11 QStatsFifteenMin Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionMaxCallsInQueue Integer Maximum number of contacts in queue during thisperiod.ReceivedPrim Integer The number of primary contacts received in this period(only with FlexRouting).ReceivedOver Integer The number of overflow contacts received in thisperiod.InQueueStart Integer The number of contacts (overflow or primary) that werewaiting in queue (have not yet been answered orabandoned) for this call type at the beginning of thisperiod.InQueueEnd Integer The number of contacts (overflow or primary) that werewaiting in queue at the end of this period. This isInQueuestart of the next period.Table A-11 QStatsFifteenMin Table (Sheet 2 of 2)A.2.4AgentFifteenMin TableThis table applies only to telephone calls. A record is written every 15 minutes if there is activityfor the agent in the 15-minute period.Indexes: This table has two indexes. One is RecordTimeStamp and the other is AgentKey,DepartmentKey, HandlingType, and AgentSite.Column Name TypeDescriptionRecordKey Serial/Integer To make this record unique.RecordTimestampDatetime yearto fractionStart time stamp of the summarized period (e.g. 2002-02-1313:15:00.000).AgentKey Integer The ID of the agent.DepartmentKey Integer Department Key.AgentSite Integer The site of the agent.HandlingType Smallint See CallRecord table.ParkCount Integer Number of times the agent parked the telephony call duringthe period for this handling type.TransferCount Integer Number of times the agent transfered the telephony callduring the period for this handling type.Table A-12 AgentFifteenMin Table (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-15

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name TypeCallsUnder10 Integer Number of telephony calls where the talk time is under 10seconds for this handling type.NumOfferedPrimNumHandledPrimIntegerIntegerNumSuccessful IntegerNumber of calls (chat, email, or telephony) offered to thisagent during this period.Number of calls (chat or telephony) handled by this agentduring this period. Number of times that the agent handlednew and deferred email messages, i.e. the number of timesthe agent left the working on email state.Number of chat sessions where the agent successfullytalked with the customer.TalkTimePrim Integer Total talk time of primary telephony calls or chat sessions forthis agent for this HandlingType during this period. Or thenumber of seconds that the agent spent handling new orderferred email messages during this period.HoldTimePrim Integer For telephony contacts, this is the total hold time for thisagent during this period. For email contacts, this is zero (0).ConsultTimePrimIntegerFor telephony contacts, this is the total consult time for thisagent during this period. For email contacts, it is the total logon deferred time.RingTimePrim Integer Total ring time of primary telephony calls or the number ofseconds that customers waited for the agent to accept thechat session for this agent for this HandlingType during thisperiod.HoldCountPrim Integer Total hold count of primary telephony or email contacts forthis agent for this HandlingType during this period.ConsultCountPrimNumOfferedOverNumHandledOverIntegerIntegerIntegerDescriptionEmail: Total external consult count of primary email contactsduring this period.Telephony: Total consult count of primary telephonycontacts for this agent for this HandlingType during thisperiod.Applicable only when HandlingType = ACDINT,ACDEXT.Number of overflow calls that were offered to this agent.Applicable only when HandlingType = ACDINT,ACDEXT.Number of overflow calls that were offered.TalkTimeOver Integer Applicable only when HandlingType = ACDINT,ACDEXT.Talk time of this agent for overflow calls.Table A-12 AgentFifteenMin Table (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004A-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name TypeDescriptionHoldTimeOver Integer Applicable only when HandlingType = ACDINT,ACDEXT.Hold time of this agent for overflow calls.ConsultTimeOverIntegerApplicable only when HandlingType = ACDINT,ACDEXT.Consult time of this agent for overflow calls.RingTimeOver Integer Applicable only when HandlingType = ACDINT,ACDEXT.Ring time of this agent for overflow calls.HoldCountOver Integer Applicable only when HandlingType = ACDINT,ACDEXT.Hold count of this agent for overflow calls.ConsultCountOverIntegerApplicable only when HandlingType = ACDINT,ACDEXT.Consult count of this agent for overflow calls.Period Integer Number of seconds in this period.Table A-12 AgentFifteenMin Table (Sheet 3 of 3)A.2.5AgentStateFifteen TableA record is written every 15 minutes if there is activity for the agent in the 15-minute period.Indexes: This table has two indexes. One is RecordTimeStamp and the other is AgentKey,DepartmentKey, and AgentSite.Column Name Type DescriptionRecordKey Serial/Integer To make this record unique.RecordTimestampDatetime yearto fractionStart time stamp of the summarized period (e.g. 2002-02-13 13:15:00.000).AgentKey Integer The agent key.DepartmentKey Integer Department Key.AgentSite Integer The site of the agent.WorkCount Small int Number of time the agent is in work state.WorkDur Integer Duration of the agent in work state.UnavailCount Small int Number of time the agent is in unavailable state.UnavailDur Integer Duration of the agent in unavailable state.AvailCount Small int Number of time the agent is in available state.AvailDur Integer Duration of the agent in available state.DialingCount Small int Number of time the agent is in dialing state.Table A-13 AgentStateFifteen Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-17

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionDialingDur Integer Duration of the agent in dialing state.QueuedCount Small int Number of time the agent is in queued state.QueuedDur Integer Duration of the agent in queued state.OutOfServiceCo Small int Number of time the agent is in out of service state.untOutOfServiceDu Integer Duration of the agent in out of service state.rBusyCount Small int Number of times the agent is in busy state.BusyDur Integer Duration of the agent in busy state.UnknownCount Small int Number of times the agent is in unknown state.UnknownDur Integer Duration of the agent in unknown state.LogonTime Integer Number of seconds that the agent is logged on during thisperiod.Table A-13 AgentStateFifteen Table (Sheet 2 of 2)A.2.6CallTypeFifteenMin TableThe timestamp for this table is in GMT. All the data for a call is written to the 15-minute recordin which the call completed.Indexes: This table has two indexes. One is RecordTimeStamp and the other is CalltypeKeyand RoutingType.Column Name Type DescriptionRecordTimestampDatetimeyear tofractionStart time stamp of the summarized period (e.g. 2002-02-1313:15:00.000).ArrivalSite Integer Site where the contact arrived.RoutingType Small int 0 = RésuméRouting Telephony, 1 = Flex-Routing, 2 = Email,3 = Chat.CalltypeKey Integer For telephony, the Calltype if Skills Based Routing or primaryACD group if FlexRouting. For email, the calltype.Table A-14 CallTypeFifteenMin Table (Sheet 1 of 5)A31003-S2251-A200-4-76A9, August 2004A-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionNumAnswered Integer Varies by media type:● Telephony - total calls answered (Agent actually pickedup the call.)● Email - number of email messages that have term typesAUTORESPONDED, AGENTREPLIED, DISCARDED,REQUEUED, FWDTOAGENT, DEFERTAKEBACK● Chat - the number of chat sessions where the agent talkedto the customer in the period.For FlexRouting, includes overflow in and excludes overflowout.Note: for callback call types, this field specifies the number ofoutbound calls that were made.NumAbandoned Integer Varies by media type:● Telephony - total calls abandoned in the period. Anabandoned call is one where there was no answeringagent. This includes calls that were ringing at agent’sextension but not picked up by an agent, calls forwardedaway from the agent’s phone, calls where the customerhung up before being answered, etc. But abandoned doesnot include timed-out calls.● Email - always zero (0).● Chat - total chat calls where the customer dequeued fromthe Routing Server.PreQueueWaitTimeInteger Total wait time before the contact is enqueued to the routingserver.RRQueueTime Integer Total wait time for the routing server to assign an agent to thecontact.NumTimedOut Integer Number of telephony, email, or chat contacts that timed outwhile in queue. Applicable to Skills Based Routing only.NumUnsuccessfulIntegerTable A-14 CallTypeFifteenMin Table (Sheet 2 of 5)Note: for callback call types, this is always 0 even though thecall might be expired.Number of chat sessions where the agent accepted the callbut could not talk to the customer.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-19

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionTotAbanWaitTim Integer Total wait time for:e● Telephony - total wait time for contacts that areabandoned● Chat - total wait time for calls that were dequeued from theRouting Server.● Email - always zeroMaxWaitTime Integer Maximum queue time for :● Answered and abandoned telephony calls● Answered (successful and unsucessful), abandoned, andtimed out chat sessions● Answered (successful and unsuccessful), and timed outemail messagesin this period.The calculation is based upon the first answered agent data.For FlexRouted calls it includes overflow in and excludesoverflow out.TotWaitTime Integer Total queue time for:● Answered and abandoned telephony calls● Answered (successful and unnecessarily), abandoned,TimedOutWaitTimeUnsuccessWaitTimeIntegerInteger●and timed out chat sessionsAnswered (successful and unsuccessful), and timed outemail messagesin this period.The calculation is based upon the first answered agent data.For FlexRouted calls it includes overflow in and excludesoverflow out.Total queue time for timed out chat sessions.Total queue time for those chat sessions where the agentaccepted the call but could not talk to the customer.TotHoldTime Integer Varies by media type:● Telephony - total hold time for telephony calls in theperiod. For FlexRouted calls it includes overflow in andexcludes overflow out● Email - total number of seconds that agents defer emailmessages for a session, summed across all emailsessions for all agentsTable A-14 CallTypeFifteenMin Table (Sheet 3 of 5)A31003-S2251-A200-4-76A9, August 2004A-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionTotTalkTime Integer Varies by media type:● Telephony and Chat - total talk time for contacts calls inthe period. The calculation is based upon the firstanswered agent data. For FlexRouted calls it includesoverflow in and excludes overflow out● Email - Total number of seconds that agents spent on anemail session (including defer time), summed across allemail sessions for all agentsTotHoldCount Integer Varies by media type:● Telephony - number of times that the first agent put thetelephony call on hold. For FlexRouted calls it includesoverflow in and excludes overflow out● Total number of email messages that are deferred,summed across all agentsAnsUnderThresh Integer Varies by media type:old● Telephony - total calls that were answered within theservice interval● Chat - total chat contacts where the agent talked to thecustomer within the service level● Email - The number of EMAIL contacts which haveterminate types of AUTORESPONDED,AGENTREPLIED, DISCARDED, REQUEUED,FWDTOAGENT, DEFERTAKEBACK within the serviceintervalTrysUnderThresholdInteger The number of chat sessions that were distributed to an agentwithin the service level.AbnUnderThresh Integer Varies by media type:old● Telephony - the number of telephony calls abandonedwithin service interval● Chat - the number of chat contacts where the customerdequeued from the Routing Server within the service level● Email - always zero (0)NumInSwitchFail Integer The number of interswitch transfers that failed. Telephony/Skills based routing only.NumAHHE Integer The number of calls that arrived here and were handledelsewhere. Telephony/Skills based routing only.NumAEHH Integer The number of calls that arrived elsewhere and were handledhere. Telephony/Skills based routing only.Table A-14 CallTypeFifteenMin Table (Sheet 4 of 5)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-21

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionNumOverFlowIn Integer Email: The number of emails for which an external consult wasperformed.Telephony/FlexRouting: The number of calls that werehandled in this queue which was not the Primary queue.NumOverFlowOutThe following tables are the local-time counterparts of the Fifteen-Minute Tables that have aGMT timestamp:●●●●●●●●●IntegerCallTypeDaily (in local time)—see CallTypeFifteenMinCallTypeWeekly (in local time)—see CallTypeFifteenMinCallTypeMonthly (in local time—see CallTypeFifteenMinAgentDaily (in local time)—see AgentFifteenMinAgentWeekly (in local time)—see AgentFifteenMinAgentMonthly (in local time)—see AgentFifteenMinAgentStateDaily (in local time)—see AgentFifteenMinThe number of calls that were handled by another queue butthis was the primary queue. Telephony/FlexRouting only.OverInTalkTime Integer Email: The total number of seconds emails spent duringexternal consult operations.Telephony/FlexRouting: Total talk time for calls that werehandled in this queue which was not the Primary queue.OverOutTalkTimeIntegerTotal talk time for calls that were handled by another queuebut this was the primary queue. Telephony/FlexRouting onlyIncludes overflow in and excludes overflow out.Period Integer The number of seconds that this record represents.Table A-14 CallTypeFifteenMin Table (Sheet 5 of 5)AgentStateWeekly (in local time)—see AgentFifteenMinAgentStateMonthly (in local time)—see AgentFifteenMinA31003-S2251-A200-4-76A9, August 2004A-22 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.7CallbackCTFifteenThis table summarizes callbacks by call type. All the data for a call is written to the 15-minuterecord in which the call completed.The following tables are in the same format, but in local time:●●●CallbackCTDailyCallbackCTWeeklyCallbackCTMonthlyIndexes: This table has one index, RecordTimeStamp.Column Type DescriptionNameCallOrigin Integer The source that requests the callbacks.CallTypeKey Integer The Call Type associated with these callbacks.RecordTimeStampDatetimeyear tofractionThe standard date and time field.Arrivalsite Integer The site that is associated with this record.NumCalllbacksInteger Number of distinct callbacks that were created against these keys,but not necessarily answered.NumAccepted Integer Number of callbacks accepted by any agent in all the attempts.NumDeleted Integer The number of callbacks that were deleted finally.NumSucceed Integer Number of callbacks that succeeded.edNumAttempts Integer Number of attempts to do a callback for this set of keys.TotalTalkTim Integer The total number of seconds spent talking.eNumHold Integer The total number of times the callbacks were put on hold.TotalHoldTim Integer The total number of seconds spent on hold.eNumTransfer Integer The total number callbacks that were transferred.PeriodThe number of seconds that it took to accumulate the data for thisrecord. For fifteen-minute records, it will always be 900. For theother tables it will be 900 * the number of fifteen minute recordsthat currently make up the record.Table A-15CallBackCTFifteen TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-23

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.8CallbackAgtFifteenThis table summarizes callbacks by agent. All the data for a call is written to the 15-minuterecord in which the call completed.The following tables are in the same format but in local time:●●●CallbackAgtDailyCallbackAgtWeeklyCallbackAgtMonthlyIndexes: This table has one index, RecordTimeStamp.Column Name Type DescriptionCallOrigin Integer The source that requests the callback.AgentKey Integer A unique key identifying the agent associated with thecallback.DepartmentKey Integer A unique key identifying the department associatedwith this call.RecordTimeStamp Datetime year The standard date and time.to fractionArrivalSite Integer The site associated with this record.CallbacksOffered Integer Number of attempts offered to the agent, but nonecessarily answeredNumAccepted Integer Number of callbacks accepted by this agent.NumDeleted Integer Number of callbacks deleted by this agentNumSucceeded Integer Number of callbacks that succeeded.TotalTalkTime Integer The total number of seconds spent talking.NumHold Integer The total number of times the callbacks were put onhold.TotalHoldTime Integer Number of seconds that spent on hold.NumTransfer Integer Number of times that the callback were transferPeriod Integer The number of seconds that it took to accumulate thedata for this record. For fifteen-minute records, it willalways be 900. For the other tables it will be 900 * thenumber of fifteen minute records that currently makeup the record.Table A-16CallbackAgtFifteen TableA31003-S2251-A200-4-76A9, August 2004A-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.9DNISFifteenMinThis table summarizes statistics on the usage of the monitored destinations. This will includetelephony and non-telephony destinations if they are configured.The following tables are in the same format but in local time:●●●DNISDailyDNISWeeklyDNISMonthlyIndexes: This table has one index, RecordTimeStamp.Column Name Type DescriptionResourceKey Integer The unique internal key that references thisdestination from the Resources table.RecordTimeStamp Datetime year The standard date and time.to fractionArrivalSite Integer The site key for this record.Received Integer The number of contacts received by this destination.Table A-17 DNISFifteenMin Table (Sheet 1 of 6)For telephony, this number is incremented when a callrings at a monitored RCG (FlexRouting, SkillsBased,IVR, Networked) or when a call is single-steptransferred to a monitored RCG (FlexRouting,SkillsBased, IVR, Networked).For chat, this number is incremented each time a newcall is received by the Statistics Server.For email contacts, this number is incremented whena new call is received by the Statistics Server.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-25

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionAnswered Integer The number of contacts actually answered.For telephony, this number is incremented when anACD call is answered by a monitored extension.This statistic does not include those ACD calls that getanswered by a monitored IVR port/trunk, or amonitored Phonemail trunk .For chat, this number is incremented when the chatcustomer joins the chat session initiated by the agent.For email contacts, this number is incremented whenthe Email agent chooses to handle an email messagefor the first time. Note: Resuming work on a deferredemail message does not peg.Abandoned Integer The number of contacts that abandoned.For telephony, this number is incremented when acaller abandons from a monitored RCG (FlexRouting,SkillsBased, IVR, Networked).The call may or may not be queued to an ACD group(FlexRouting, SkillsBased, IVR, Networked).Thisnumber is incremented when a caller abandons whileringing a monitored extension, a monitored IVR port/trunk, or a monitored Phonemail trunk.For chat, this number is incremented in the followingsituations: (a) When the WebServer dequeues a chatsession request from the Routing Server; and (b)when the customer abandons the call in the queue.Out Integer The number of contacts that were moved out of themonitoring of HPPC.Table A-17 DNISFifteenMin Table (Sheet 2 of 6)For telephony, this number is incremented when anACD call is moved/routed from a monitored RCG/ACD to an unmonitored device.If HPPC is connected to 9006.6 or earlier switch thenthis statistic includes those calls routed to Phonemail.An ACD call becomes a non-ACD call.A31003-S2251-A200-4-76A9, August 2004A-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionRedirected Integer The number of contacts that were redirected toanother monitored RCG.For telephony, this number is incremented when anACD call is redirected from one monitored RCG toanother monitored RCG.An ACD call remains an ACD call.TimedOut Integer The number of contacts that timed out.For telephony, this number is incremented when anACD call reaches the HPPC timeout phase. A call thatreaches the timeout phase does not peg any moredestination statistics since the call is no longer underthe control of HPPC.An ACD call becomes a non-ACD call.For chat, this number is incremented when:● The Routing Server is unable to route the chatrequest to an eligible and available agent.● The call times out in queue because there wereno available agents.A chat request that times out is not moved to a timeouttarget.For email contacts, this number is incremented whenthe Routing Server is unable to route the emailmessage to an eligible and available Email agent. If arequest to route an email message times-out then theemail message is moved to a timeout mailbox.Disconnected Integer For telephony, this number is incremented when theART disconnects the ACD call.An ACD call becomes a non-ACD call.Table A-17 DNISFifteenMin Table (Sheet 3 of 6)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-27

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionFinished Integer The number of contacts that were actually completed.For telephony, this number is incremented when anACD call is handled and disconnected by a monitoredextension.Internal telephony Destination: This number isincremented when an ACD call is transferred by amonitored extension to a monitored RCG or to anunmonitored destination.An ACD call becomes a non-ACD call.For chat, this number is incremented when the chatcustomer or the chat agent disconnect from anestablished chat session.For email contacts, his number is incremented whenthe Email agent finishes handling the email messageand the email message is resolved.InProgressStart Integer The number of contacts in progress at the start of thisfifteen-minute interval.The calculation is based on the InProgressEndstatistic from the PREVIOUS fifteen-minute interval.Table A-17 DNISFifteenMin Table (Sheet 4 of 6)A31003-S2251-A200-4-76A9, August 2004A-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionInProgressEnd Integer The number of contacts in progress at the end of thisfifteen-minute interval.For telephony, the calculation is based on the statsfrom the CURRENT fifteen-minute interval:External Destination: (InProgressStart + Received) –(Abandoned + Out + TimedOut + Disconnected +Finished + TerminatedByPhonemail +TerminatedByIVR + UnmonitoredPhonemailTransfer+ UnmonitoredIVRTransfer)Internal Destination: (InProgressStart + Received) –(Abandoned + Out + Redirected + TimedOut +Disconnected + Finished + TerminatedByPhonemail+ TerminatedByIVR +UnmonitoredPhonemailTransfer +UnmonitoredIVRTransfer +MonitoredPhonemailTransferToRCG +MonitoredIVRTransferToRCG)For chat, the calculation is based on the stats from thisfifteen minute interval: (InProgressStart + Received) –(Abandoned + TimedOut + Finished).For email contacts, the calculation is based on thestats from the CURRENT fifteen-minute interval:(InProgressStart + Received) – (TimedOut +Finished) .PMAnswered Integer After 9006.6, this number is incremented when anACD call becomes connected to a Phonemail trunk.TermintedInPM Integer After 9006.6, this number is incremented when anACD call is disconnected from a Phonemail trunk.An ACD call becomes a non-ACD call.XferOutOfPM Integer After 9006.6, this number is incremented whenPhonemail transfers an ACD call to an unmonitoreddevice.An ACD call becomes a non-ACD call.XferMonitoredPM Integer After 9006.6, this number is incremented whenPhonemail transfers an ACD call to a monitoredextension or RCG.An ACD call remains an ACD call.Table A-17 DNISFifteenMin Table (Sheet 5 of 6)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-29

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionIVRAnswered Integer This number is incremented when an ACD callbecomes connected to an IVR (T1/Cornet).TermintedInIVR Integer This number is incremented when an ACD call isdisconnected from an IVR (T1/Cornet).This statistic does not include those ACD calls that getconferenced with a Cornet IVR and then releasedback to the ART.An ACD call becomes a non-ACD call.XferOutOfIVR Integer This number is incremented when the IVR (T1/Cornet) transfers the ACD call to an unmonitoreddevice.An ACD call becomes a non-ACD call.XferMonitoredIVR Integer This number is incremented when the IVR (T1/Cornet) transfers the ACD call to a monitoredextension or RCG.An ACD call remains an ACD call.TotalUsageTime Integer The total time that the destination was in use by acontact center contact.For telephony, an internal telephony destination isused by an ACD call until the call gets requeued,becomes a non-ACD call, or exits HPPC.An external destination is used by an ACD call untilthe call exits HPPC.For chat, a destination is used by a chat session untilthe call exits HPPC.For email contacts, a destination is involved with anemail transaction so long as RésuméRouting istracking the email message.Period Integer The number of seconds that it took to accumulate thedata for this record. For fifteen-minute records, it willalways be 900. For the other tables it will be 900 * thenumber of fifteen minute records that currently makeup the record.Table A-17 DNISFifteenMin Table (Sheet 6 of 6)A31003-S2251-A200-4-76A9, August 2004A-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.10SourceFifteenMinThis table summarizes statistics on the usage of the monitored sources. This will includetelephony and non-telephony sources if they are configured.The following tables are in the same format but in local time:●●●SourceDailySourceWeeklySourceMonthlyIndexes: This table has one index, RecordTimeStamp.Column Name Type DescriptionResourceKey Integer The unique internal key that references this sourcefrom the Resources table.RecordTimeStamp Datetime year The standard date and time.to fractionArrivalSite Integer The site key for this recordReceived Integer The number of contacts received by this source.Table A-18 SourceFifteenMin Table (Sheet 1 of 5)For telephony, this number is incremented when a callrings at a monitored RCG (FlexRouting, SkillsBased,IVR, Networked) or when a call is single-steptransferred to a monitored RCG (FlexRouting,SkillsBased, IVR, Networked).For chat, this number is incremented each time a newcall is received by the Statistics Server.For email contacts, this number is incremented whena new call is received by the Statistics Server.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-31

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionAnswered Integer The number of contacts actually answered.For telephony, this number is incremented when anACD call is answered by a monitored extension.This statistic does not include those ACD calls that getanswered by a monitored IVR port/trunk, or amonitored Phonemail trunk.For chat, this number is incremented when the chatcustomer joins the chat session initiated by the agent.For email contacts, this number is incremented whenthe Email agent chooses to handle an email messagefor the first time. Note: Resuming work on a deferredemail message does not peg.Abandoned Integer The number of contacts that abandoned.For telephony, this number is incremented when acaller abandons from a monitored RCG (FlexRouting,SkillsBased, IVR, Networked).The call may or may not be queued to an ACD group(FlexRouting, SkillsBased, IVR, Networked).Thisnumber is incremented when a caller abandons whileringing a monitored extension, a monitored IVR port/trunk, or a monitored Phonemail trunk.For chat, this number is incremented in the followingsituations: (a) When the WebServer dequeues a chatrequest from the Routing Server; and (b) When thecustomer abandons the call in queue.Out Integer The number of contacts that were moved out of themonitoring of HPPC.Table A-18 SourceFifteenMin Table (Sheet 2 of 5)For telephony, this number is incremented when anACD call is moved/routed from a monitored RCG/ACD to an unmonitored device.If HPPC is connected to 9006.6 or earlier switch thenthis statistic includes those calls routed to Phonemail.An ACD call becomes a non-ACD call.A31003-S2251-A200-4-76A9, August 2004A-32 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionRedirected Integer The number of contacts that were redirected toanother monitored RCG.For telephony, this number is incremented when anACD call is redirected from one monitored RCG toanother monitored RCG.An ACD call remains an ACD call.TimedOut Integer The number of contacts that timed out.For telephony, this number is incremented when anACD call reaches the HPPC timeout phase. A call thatreaches the timeout phase does not peg any moresource statistics since the call is no longer under thecontrol of HPPC.An ACD call becomes a non-ACD call.For chat, this number is incremented when:● The Routing Server is unable to route the chatrequest to an eligible and available agent.● The call times out in queue because there wereno available agents.A chat request that times out is not moved to a timeouttarget.For email contacts, this number is incremented whenthe Routing Server is unable to route the emailmessage to an eligible and available Email agent. If arequest to route an email message times-out then theemail message is moved to a timeout mailbox.Disconnected Integer For telephony, this number is incremented when theART disconnects the ACD call.An ACD call becomes a non-ACD call.Table A-18 SourceFifteenMin Table (Sheet 3 of 5)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-33

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionFinished Integer The number of contacts that were actually completed.For telephony, this number is incremented when anACD call is handled and disconnected by a monitoredextension.An ACD call becomes a non-ACD call.For chat, this number is incremented when the chatcustomer or the chat agent disconnect from anestablished chat session.For email contacts, his number is incremented whenthe Email agent finishes handling the email messageand the email message is resolved.InProgressStart Integer The number of contacts in progress at the start of thisfifteen-minute interval.The calculation is based on the InProgressEndstatistic from the PREVIOUS fifteen-minute interval.InProgressEnd Integer The number of contacts in progress at the end of thisfifteen-minute interval.For telephony, the calculation is based on the statsfrom the CURRENT fifteen-minute interval:(InProgressStart + Received) – (Abandoned + Out +TimedOut + Disconnected + Finished +TerminatedByPhonemail + TerminatedByIVR +UnmonitoredPhonemailTransfer +UnmonitoredIVRTransfer).For chat, the calculation is based on the stats from thisfifteen minute interval: (InProgressStart + Received) –(Abandoned + TimedOut + Finished).For email contacts, the calculation is based on thestats from the CURRENT fifteen-minute interval:(InProgressStart + Received) – (TimedOut +Finished).PMAnswered Integer This field is reserved for a future use.Table A-18 SourceFifteenMin Table (Sheet 4 of 5)A31003-S2251-A200-4-76A9, August 2004A-34 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionTermintedInPM Integer This field is reserved for a future use.XferOutOfPM Integer This field is reserved for a future use.XferMonitoredPM Integer This field is reserved for a future use.IVRAnswered Integer This number is incremented when an ACD callbecomes connected to an IVR (T1/Cornet).TermintedInIVR Integer This number is incremented when an ACD call isdisconnected from an IVR (T1/Cornet).This statistic does not include those ACD calls that getconferenced with a Cornet IVR and then releasedback to the ART.An ACD call becomes a non-ACD call.XferOutOfIVR Integer This number is incremented when the IVR (T1/Cornet) transfers the ACD call to an unmonitoreddevice.An ACD call becomes a non-ACD call.XferMonitoredIVR Integer This number is incremented when the IVR (T1/Cornet) transfers the ACD call to a monitoredextension or RCG.An ACD call remains an ACD call.TotalUsageTime Integer The total time that the source was in use by a contactcenter contact.For telephony, a source is used by an ACD call untilexits HPPC.For chat, a source is used by a chat session until thecall exits HPPC.For email contacts, a source is involved with an emailtransaction so long as RésuméRouting is tracking theemail message.Period Integer The number of seconds that it took to accumulate thedata for this record. For fifteen-minute records, it willalways be 900. For the other tables it will be 900 * thenumber of fifteen minute records that currently makeup the record.Table A-18 SourceFifteenMin Table (Sheet 5 of 5)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-35

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.11TrunkFifteenMinThis table summarizes statistics on the usage of the monitored sources. This will includetelephony and non-telephony sources if they are configured.The following tables are in the same format but in local time:●●●TrunkDailyTrunkWeeklyTrunkMonthlyIndexes: This table has one index, RecordTimeStamp.Column Name Type DescriptionResourceKey Integer The unique internal key that references this trunkgroup from the Resources table.RecordTimeStamp Datetime year The standard date and time.to fractionArrivalSite Integer The site key for this record.TgNumTrunks Float The number of trunks in this trunk group at the end ofthis time interval. This includes in-service trunks only.Out-of-service trunks will not be counted (So, it ispossible to have 10.3 trunks in an interval.).TgFlexIn Integer The number of incoming FlexRouted ACD callsreceived. From the HiPath ProCenter perspective,FlexRouted calls are those that arrive into the systemto an FlexRouting RCG or an IVR RCG.TgSkillsIn Integer The number of incoming Skills Based routed ACDcalls received. From the HiPath ProCenter perspective,Skills based routed calls are those that arriveinto the system to a Skills Based RCG or a NetworkedRCG.TgNonACDIn Integer The number of calls received that are not ACD calls.TgIPBFlexIn Integer The number of incoming FlexRouted ACD calls thatwere still in progress at the beginning of the interval.Table A-19 TrunkFifteenMin Table (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004A-36 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionTgIPBSkillsIn Integer The number of incoming Skills Based routed ACDcalls that were still in progress at the beginning of theinterval.TgIPBNonACDIn Integer The number of incoming non-ACD calls that were stillin progress at the beginning of the interval.TgDurFlexIn Integer The number of seconds that incoming FlexRoutedACD calls occupied this trunk group in this interval.This is based on both the calls newly arrived in thisinterval and those calls that were in progress fromanother interval.TgDurSkillsIn Integer The number of seconds that incoming Skills basedrouted ACD calls occupied this trunk group in thisinterval. This is based on both the calls newly arrivedin this interval and those calls that were in progressfrom another interval.TgDurNonACDIn Integer The number of seconds that incoming non-ACD callsoccupied this trunk group in this interval. This isbased on both the calls newly arrived in this intervaland those calls that were in progress from anotherinterval.TgRROut Integer The number of callback calls made.TgAgentOut Integer The number of outgoing calls that were made bylogged on ACD Agents. These might or might not berelated to business. They have not gone throughHiPath ProCenter.TgOthersOut Integer The number of outgoing calls that were made by allother devices (By definition, these cannot be contactcenter calls.).TgIPBRROut Integer The number of callback calls that were still inprogress at the beginning of the interval.Table A-19 TrunkFifteenMin Table (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-37

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionTgIPBAgentOut Integer The number of outgoing calls that were made bylogged on ACD Agents that were still in progress atthe beginning of the interval.TgIPBOthersOut Integer The number of outgoing calls that were made by allother devices that were still in progress at the beginningof the interval.TgDurRROut Integer The number of seconds that callbacks occupied thistrunk group in this interval. This is based on both thecalls newly arrived in this interval and those calls thatwere in progress from another interval.TgDurAgentOut Integer The number of seconds that outgoing calls that weremade by logged on ACD Agents occupied this trunkgroup in this interval. This is based on both the callsnewly arrived in this interval and those calls that werein progress from another interval.TgDurOthersOut Integer The number of seconds that outgoing calls that weremade by all other devices occupied this trunk groupin this interval. This is based on both the calls newlyarrived in this interval and those calls that were inprogress from another interval.TgATBTime Integer The number of seconds that all trunks in the trunkgroup were busy, unavailable, or out of service at thesame time during this interval.TgNumATB Integer The number of times that all trunks in the trunk groupwere busy, unavailable, or out of service at the sametime during this interval.Period Integer The number of seconds that it took to accumulate thedata for this record. For fifteen-minute records, it willalways be 900. For the other tables it will be 900 * thenumber of fifteen minute records that currently makeup the record.Table A-19 TrunkFifteenMin Table (Sheet 3 of 3)A31003-S2251-A200-4-76A9, August 2004A-38 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.12AgtAcctCodeFifteenThe following table summarizes agent activity by account code. All the data for a call is writtento the 15-minute record in which the call completed.An agent’s account code appears in the table if the agent entered the account code (by puttingthe call on hold and “consulting” in the account code) before the call ended. Note that whileaccount codes are entered using the phone, wrapup reasons are entered using the Desktop.The following tables are in the same format, but in local time:●●●AgtAcctCodeDailyAgtAcctCodeWeeklyAgtAcctCodeMonthlyIndexes: This table has one index, RecordTimeStamp.Column Name Type DescriptionRecordTimeStamp Datetime The date and time.year tofractionAgentKey Integer The agent’s ID.DepartmentKey Integer Agent’s department.CallTypeKey Integer The call type key.Sitekey Integer Unique site key.AcctCode Integer The actual account code entered.AcctCodeCount Integer The number of times the agent entered this accountcode in this period.Table A-20AgtAcctCodeFifteen TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-39

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.13Configuration DataThe tables in this section contain configuration information from the Administration Database.A.2.14Users TableThis table stores the detailed setup information for an agent, such as the agent’s personaldetails, adherence thresholds, and autowork setting.Column Name Type DescriptionUserKey Serial A unique key identifying an agent’s record in the database.Userid Char 8 The ID of the agent.SiteKey Integer Unique site key.Password Char 16 User’s password; administered through the end-user GUI.UserType SmallInt Allowed values are:● 0 = Agent● 1 = Supervisor● 2 = AdminUser (NOT USED)● 3= Master● 4 = Service● 5= enterpriseMgr● 6= basicUserLastName Char 35 The agent’s last name.UserFirstName Char 30 The agent’s first name.UserMidInitial Char 5 The agent’s middle name or initial.ResourceType Small Int Do not change this value.ACDGroupNum Char 32 The ACD Group Number that is configured for the user onthe switch.AutoWorkFlag SmallInt 0 = No, 1= Yes.MandWrapupFlag SmallInt 0 = No, 1= Yes.AvailAfterWrapFla SmallInt 0 = No, 1= Yes.gScreenPopFlag SmallInt 0 = No, 1= Yes.Department Char 16 The department to which the agent belongs.EmergTargetUserKeyInteger The user that is to receive the default emergency messagewhen sent by an agent.Table A-21 Users Table (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004A-40 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionInteger Backup for above. Used when primary is not logged on.BckupTargetUserKeyCommentVarChar250Free form comment area for the agent.RelayServerKey Integer The relay server that this agent should connect with.MaxTalkTime SmallInt The longest amount of time (in seconds) that the agentshould spend on a call. This value can be from 0 to 28,800.MaxWorkTime SmallInt The longest amount of time (in seconds) that the agentshould spend in Work state. This value can be from 0 to28 800.AvgTalkTime SmallInt The average amount of time (in seconds) that the agentshould spend on a call. This value can be from 4 to 28,800.AvgWorkTime SmallInt The average amount of time (in seconds) that the agentshould spend in Work state. This value can be from 0 to28,800.Utilization SmallInt A performance statistic that indicates the percentage oflogged-on time that an agent spends working or handlingcalls, for the agent's total amount of time in Available, Talk,and Work state.SocSecNum Char 10 The agent’s social security number (numeric only).Birthdate DateTime The agent’s date of birth (YYYY-MM-DD).Homephonenum Char 32 The agent’s telephone number at home.Addressline1 VarChar The agent’s address.35Addressline2 VarChar The agent’s address continued.35CityVarChar The city in which the agent lives.35State Char 5 The state in which the agent lives.Zip Char 10 The agent’s postal code.Miscfield1 VarChar Miscellaneous user-defined information for the agent.30Miscfield2 VarChar30Miscellaneous user-defined information for the agent.Table A-21 Users Table (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-41

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionMiscfield3 VarChar Not used.30Misccomment VarChar Miscellaneous user-defined information for the agent.30Autoworktimerflag SmallInt 0=no, 1=yes.Autoworktime SmallInt 1-3600 seconds.LockedBy Integer User id who locked this USER (and all related table rows) forupdate.LockTimestamp DateTime Timestamp of lock.CountryVARCHAR Miscellaneous user-defined information for the agent.30EmailAddress Char 100 Email address of the user.AutoCallbackFlag SmallInt Indicates whether the user automatically accepts callbacks.If the value is 0, the user is given the option to accept ordecline the callback. If the value is 1, the user isautomatically assumed to accept the callback.URLScreenPopFlagChatAutoAnsFlagSmallIntSmallintTable A-21 Users Table (Sheet 3 of 3)Indicates whether the user’s browser will pop when a URL isassociated with the call. If the value is 0, the browser will notbe automatically started. If the value is 1, the browser will beautomatically started when the call is received.A.2.15UserSettings TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.UserKey INTEGER Unique key identifying the user.SettingType SMALLINT Indicator of the Client Desktop settings information to whichthe settings pertain. The exact list of values need to bedefined.TextIndex SMALLINT An index indicating the order of the various text data values fora set of settings for the user.Table A-22 UserSettings Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-42 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesName Type DescriptionTextData VarChar Client Desktop settings information data.100Table A-22 UserSettings Table (Sheet 2 of 2)A.2.16UserMediumTypes TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.UserKey INTEGER Unique key identifying the user.MediaTypeSMALLINT Value corresponding to the media type for which the useris capable of handling:● none = 0● telephony = 1● callback = 2● email = 3● chat = 4Table A-23A.2.17UserMediumTypes TableUserAuthorizations TableThis table stores the permission settings for all agents.Column Name Type DescriptionUserKey INTEGER The userkey of the agent whose permission is specified.Table A-24 UserAuthorization Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-43

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name TypeUserAuthType SMALLINTUserAuthLevel SMALLINTDescriptionValid UserAuthType:0 = SystemAdmin (0 = none, 1 = view, 2= modify)1 = Break edit locks (3=yes, 4=no)2 = EditMessages (3=yes, 4=no)3 = ManageOutbound (3=yes, 4=no)4 = ViewOthersPerformance (3=yes, 4=no)5 = SystemStatus (3=yes, 4=no)6 = ChangeCall (3=yes, 4=no)7 = RequeueCall (3=yes, 4=no)8 = ReserveCall (3=yes, 4=no)9 = SetThresholds (3=yes,4=no)10 = RestrictAgents (3=yes, 4=no)11 = ReserveForOthers (3=yes, 4=no)12 = EnterpriseMgrSee valid values shown above in UserAuthType.SiteKey INTEGER A unique key identifying the department’s site.Table A-24 UserAuthorization Table (Sheet 2 of 2)A31003-S2251-A200-4-76A9, August 2004A-44 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.18UserAllowedAgents TableThis table stores the IDs of the agents whom an agent is authorized to monitor.Column Name Type DescriptionUserKey INTEGER The userkey of the agent whose list of agents to monitor isspecified.AuthUserKey INTEGR Other user for which this user is authorized.SiteKey INTEGER A unique key identifying the department’s site.Table A-25UserAllowAgents TableA.2.19UserResumes TableThis table stores each agent’s skills, skill levels, preference levels, and the exclusion option foreach skill.Column Name Type DescriptionUserKey INTEGER The userkey of the agent whose skill is specified.SkillKey INTEGER The skillkey of the skill, matching the key defined in the skillstable.SkillLevel SMALLINT The level of expertise in the skill, from 1 to 9. If you are usingRésuméRouting, skill levels are not used. However, allagents’ skills will appear on the report with a skill level of one.PreferenceLevelSMALLINT The preference level, which represents either the level of theagent’s preference for handling calls that require the skill, orthe level of the supervisor’s preference for the agent tohandle calls that require the skill. The value can be from 1 to9.ExcludedFlag SMALLINT The exclusion option for the skill:0 = Not excluded1 = ExcludedSiteKey INTEGER A unique key identifying the department’s site.Table A-26UserResumes TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-45

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.20Uservgmatch TableColumn Name Type DescriptionUserkey INTEGER Unique ID identifying an agent.Virtualgroupkey INTEGER A serial key on this table.SiteKey INTEGER A unique key identifying the department’s site.Table A-27 Uservgmatch TableA.2.21Teams TableColumn Name Type DescriptionTeamkey SERIAL A unique key identifying the department.Teamname CHAR 16 The name of the department, as provided in theAdministrator application.Sitekey INTEGER A unique key identifying the department’s site.Description CHAR 250 The description of the department, as providedin the Administrator application.Lockedby INTEGER Timestamp of lock.LockTimeStamp DATETIME User id who locked this team.Table A-28Teams TableA.2.22Skills TableColumn Name Type DescriptionSkillKey SERIAL A unique key identifying the skill.SkillName CHAR 16 The name of each skill in the agent’s resume.SkillDesc VARCHAR A description of the skill.250Lockedby INTEGER User id who locked this SKILL (and all related table rows) forupdateLockTimestam DATETIME Timestamp of lock.pSiteKey INTEGER A unique key identifying the department’s site.Table A-29Skills TableA31003-S2251-A200-4-76A9, August 2004A-46 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.23Virtual Groups TableThis table stores the detailed information about each set of call requirements, and the agentswho belong to the virtual group defined by the call requirements. This table is used only if youuse RésuméRouting Advanced.Column Name Type DescriptionVirtualGroupKey SERIAL A unique key identifying the call requirements.VirtualGroupName CHAR 16 The name of the call requirements.VirtualGroup CHAR 250 The logical expression that defines the callrequirements.VirtualGroupDesc VARCHAR A description of the call requirements.250Lockedby INTEGER User id who locked this VirtualGroup (and all relatedtable rows) for updaterow for update.LockTimestamp DATETIME Timestamp of lock.SiteKey INTEGER A unique key identifying the department’s site.Table A-30Virtual Group TableA.2.24CallTypes TableThe table stores the name, description, and Queue Time criteria settings for the call types.Column Name Type DescriptionCalltypeKey SERIAL A unique key identifying the call type.CallTypeName CHAR 16 The name of the call type.MonitorPerfFlag SMALLINT This flag is obsolete.TimeWeightFactor SMALLFLOA 0 – 256TUseTimeWeightFlag SMALLINT 0,11= use calltype weightfactor instead of sysparmsThis flag is set in Administrator>Call Types >Properties > General “Override Routing Setting”UseSiteDefaultFlag SMALLINT 0,11=use site defaults instead of CallTypeSite factors.This flag is off (0) if Administrator > Call Types >Properties > General “Override General Settings” isselected.Table A-31 CallTypes Table (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-47

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionSMALLINTUseLoadBalancingFlagIf this flag is set to 0, the call type does not participatein the networked call center. If this flag is set to 1, thecall type participates in the networked call center.UseSiteLvStatsFlag SMALLINT Set when include in site statistics calculation is set.MinEligibleAgents SMALLINT The number of agents that a site needs to have toparticipate in the networked call center. If the amountof calls exceeds the threshold value, calls aredistributed to other sites in the networked call center.SiteKey INTEGER A unique key identifying the site.MediumType SMALLINT Media type corresponding to the call type:● 0 = none● 1 = telephony● 2 = callback● 3 = emailLockedby INTEGER User id who locked this CALLTYPE (and all relatedtable rows – steps & perf.limits) for updaterow forupdate.LockTimestamp DATETIME Timestamp of lock.DescriptionVARCHAR25 The description of the call type.0ScriptingURL VARCHAR The URL associated with the call type for scripting.250PerfRoutingTarget SMALLINT The real-time statistics performance target (the valuecorresponds to the performance routing type). Thevalue should be disregarded if the performancerouting flag is 0.Perf Routing Type SMALLINT Indicates the real-time statistics used to control theperformance routing:● 0 = calls in queue● 1 = average wait time● 2 = estimated wait time● 3 = service level● 4 = estimated service levelThe value should be disregarded if the performancerouting flag is 0.Table A-31 CallTypes Table (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004A-48 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionPerf Routing Flag SMALLINT A flag indicating whether the call type is affected byperformance routing. If the value is 0, it indicates thecall type is not affected by performance routing andthe performance routing type and target should bedisregarded. If the value is 1, it indicates the call typewill be affected by performance routing.AbdnCallbackFlag SMALLINT A flag indicating whether the call type will generate acallback if the caller abandons. If the value is 0, itindicates no callback will be generated and theabandon callback key should be disregarded. If thevalue is 1, it indicates a callback will be generated ifthe caller abandons. Note the value can only be 1 fora call type with telephony media type.AbdnCallbackKey INTEGER Unique key corresponding to the call type which willbe used to generate the callback. The value should bedisregarded if the abandon callback flag is 0.MaxCallbackRetries SMALLINT The maximum number of retries for the correspondingcallback. This value is only valid for a call type withcallback media type. The valid range of values is 0 to100 retries.Table A-31 CallTypes Table (Sheet 3 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-49

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.25CallTypeUsers TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.CallTypeKey INTEGER Unique key identifying the call type.AuthUserKey INTEGER Unique key identifying the user authorized to monitor thecall type.Table A-32CallTypeUsers TableA.2.26CallTypeSiteData TableThis table stores the time-out extension and the service level interval of the call typesColumn Name Type DescriptionCallTypeKey INTEGER The calltypekey of the call type, which matches the keydefined in the CallTypes table.SiteKey INTEGER The sitekey of the site, which matches the key definedin the Sites table.TimeOutTarget CHAR 32 Target extension for timeout transfer.ServiceIntTime INTEGER Service interval time (seconds).EmailSrvInterval INTEGER The service interval for email processing at the site.EmailTimeoCallTyp INTEGER The time out key defined for this call type.eEmailAutoAck INTEGER The template key for email acknowledgements for thiscall type.UseTimeOutEmailCallTypeKeySMALLINT The flag that specifies whether emails for this call typecan time out.EmailPrologTemplat INTEGER The template key for the email prolog.eKeyEmailEPilogTemplateKeyINTEGER The template key for the email epilog.EmailMaxReserveTimeINTEGERThe maximum time that an email can remain reservedbefore timing out.ChatServiceInt INTEGER The service interval for chat processing at the site.CallBackServiceInt INTEGER The service interval for callback processing at the site.Table A-33CallTypeSiteData TableA31003-S2251-A200-4-76A9, August 2004A-50 HiPath ProCenter Reporter User Guide

lNur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.27CallTypeSteps TableThis table stores the settings for each of the call steps in the call types.Column Name Type DescriptionCallTypeKey (PK) INTEGER The calltypekey of the call type, which matches thekey defined in the CallTypes table.CallTypeStepNum SMALLINT The number of the step that is defined by this row.PriorityIncrement SMALLINT 0 – 100, Incremental increase to priority.VirtualGroupKey INTEGER SkillsExpression/VirtualGroup.MaxRouteCost SMALLINT 0 – 100Max inter-site transfer (relative) cost. SeeSiteStransferCosts table.MaxTimeInStep INTEGER 0 – 100,000,000Maximum allowable time in step (seconds).SiteKey INTEGER The sitekey of the site, which matches the keydefined in the Sites table.Table A-34CallTypeSteps TableA.2.28CallTypesSvcLv TableThis table stores information on call type steps and the service level pertaining to each step.Column Name Type DescriptionCallTypeKey INTEGER The calltypekey of the call type, which matchesthe key defined in the CallTypes table.CallTypeStepNum SMALLINT The step number of the step that this rowdescribes.SiteKey INTEGER The sitekey of the site, which matches the keydefined in the Sites table.MinServiceLevel SMALLINT 0 – 100.Table A-35CallTypeSvcLv TableA.2.29Routing TableThis table stores the ANI, DNIS, and basic ACD group information used to identify incomingcalls and specify routing options for each call. Each row in the table defines a routing entry inthe Routing table.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-51

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionRoutingKey SERIAL A unique key identifying the entry in the Routingtable.SortIndex CHAR 205 An index that the Routing Server uses to sort thetable.Origin CHAR 80 The telephony or chat source associated with thisrouting entry.Destination CHAR 80 The telephony or chat destination associated withthis routing entryResourceType SMALLINT Do not change this value.ACDGroupNum CHAR 80 The number of the basic ACD group in which thecall is enqueued.SiteKey INTEGER The sitekey of the site, which matches the keydefined in the Sites table.CallTypeKey INTEGER The CallTypekey of the call type that identifies therequirements of calls that use this routing entry.Caption VARCHAR 100 A brief label associated with the call that isdisplayed in the Agent Desktop or SupervisorDesktop so that agents can identify the call.Comment CHAR 1000 A detailed comment associated with the call thatis displayed in the Agent Desktop or SupervisorDesktop so that agents can identify the call.DDE CHAR 1000 Information associated with the call that can beused by an external application running on anagent’s workstation.UserKey INTEGER Agent for call reservation.ReserveTime SMALLINT Duration of call reservation.InitialPriority SMALLINT Initial priority of call.LockedBy INTEGER User id who locked this ROUTING TABLE forupdaterow for update.LockTimestamp DATETIME Timestamp of lock.Table A-36 Routing Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-52 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionReserveFor SMALLINT Indicates whether the routing entry should bereserved for a particular agent. If yes, then theuserkey column in the same table will indicate thereserved agent, and the reservetime column willindicate the max reserve time the agent isreserved for in the routing process.MediumType SMALLINT Media type corresponding to the call type:● none● telephony● callback● emailQueue CHAR 32 The queue identifying the location of the call. If therouting entry refers to a telephony media type, thevalue should be the corresponding ACD group. Ifthe routing entry refers to an email media type,the value should the message pool. Otherwise,for all other media types the value should beNULL. Note, this is not a new field but a renameof the ACDGroupNum field.Table A-36 Routing Table (Sheet 2 of 2)A.2.30Sites TableThis table stores site settings, such as the hearbeat settings for the switch, and the globalservice level interval and time-out extensions.Column Name Type DescriptionSitekey INTEGER A unique key identifying the site.SiteName CHAR 16 The name of the site.ContactName VARCHAR 80 The name of a contact person at the site.ContactPhone CHAR 32 The telephone number of the person to contact.Table A-37 Sites Table (Sheet 1 of 4)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-53

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionSwitchType SMALLINT Type of switch used:● 0 = ROLM 9006.3 (N.A. only)● 1 = Hicom 300 E CS V6.4 (N. A. only)● 2 = Hicom 300 V3.6 (I. M. only)● 3 = Hicom 300 E V2.0 (I. M. only)● 4 = Hicom 300 E CS V6.5 (N. A. only)● 5 = Realitis DX 6.3 (I.M. only)● 6 = Hicom 300 E V3.0 (I.M. only)● 7 = Hicom 300 E CS V6.6 (N.A. only)● 8 = Hicom 300 E V3.1 (I.M. only)● 10 = HiPath 5500● 11 = Hicom 300 V2.0● 12 = HiPath 3000 V4.0● 13 = HiPath 5000 V4.0HBDialNum CHAR 32 Heart beat dial number.HeartbeatACD CHAR 32 Heart Beat ACD group.HeartbeatRCG CHAR 32 Heartbeat RCG groupTserverKey INTEGER The serverkey of the Telephony server used at the site.StatsServerKey INTEGER The serverkey of the Statistics server used at the site.CSTAServerKe INTEGER The serverkey of the CSTA server used at the site.yCountryCode SMALLINT Not used.TimeOutTargetExtCHAR 32 target extension for timeout transfer. This is the default forthe site which is used by the CallType if theuseSiteDefaultFlag is set.ServiceIntTime INTEGER Service interval time (seconds) for site; this is the default forthe site which is used by the CallType if theuseSiteDefaultFlag is set.LockedBy INTEGER The userkey of the agent who locked this record for update.LockTimestamp DATETIME Timestamp of lock.GMToffsetDefaultEmailPoolINTERVALHOUR TOMINUTECHAR 80Table A-37 Sites Table (Sheet 2 of 4)Difference if any, between local time and GMT (or UTC)time.The default pool name used as a timeout target for call typeswith email media type.A31003-S2251-A200-4-76A9, August 2004A-54 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionINTEGERCallbackServiceIntEmailServiceInt INTEGERHBFallbackNumChar 32The site default service level interval for call types withcallback media type. The valid range of values is 0 to604,800 seconds.The site default service level interval for call types with emailmedia type. The valid range of values is 0 to 604,800seconds.The Heartbeat fallback number for this site.HBAppName Char 32 The Heartbeat application namefor this site.HBPulseInterva SmallInt The Heartbeat pulse interval for this site.lTimeOutEmailC INTEGER The time out key for an email call type.allTypeKeyEmailAutoAck INTEGER A template key for email autoacknowledgement for this site.UseTimeOutEmailCallTypeKeySMALLINT A flag that indicates whether this email call type can timeout.IMAPHostNameVARCHAR128The host name of the IMAP email server to which this siteconnects.IMAPPort INTEGER The port number on the IMAP email server to which this siteconnects.IMAPUserNam CHAR 32 The user name used to connect to the IMAP email server.eIMAPPassword CHAR 32 The password associated with the user name used toconnect to the IMAP email server.IMAPInBoxNameSMTPHostNameCHAR 32VARCHAR128The email account ProCenter uses to connect ot the IMAPEmail server.The host name of the SMTP email server to which this siteconnects.SMTPPort INTEGER The port number on the SMTP email server to which this siteconnects.EmailPrologTemplateKeyINTEGER A template key for the email prolog.Table A-37 Sites Table (Sheet 3 of 4)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-55

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionINTEGER A template key for the email epilog.EmailEPilogTemplateKeyEmailOriginalMessageLabelEmailConversationIdLabelEmailReplyPrefixEmailMaxReserveTimeVARCHAR255CHAR 16CHAR 16INTEGERStrores a standard prefix, original message: for example,used to create the body text of an email response.Strores the prefix text, ticket: for example: used in toprecede the conversation id when building a subject line inan email reply.Stores the prefix, re: for example, used in the subject line ofan email reply to precede the customer’s original subjectline.The maximum time that an email will remain reserved beforetiming out.ChatServiceInt Integer The chat service interval for the site.Table A-37 Sites Table (Sheet 4 of 4)A31003-S2251-A200-4-76A9, August 2004A-56 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.31Servers TableThis table stores the settings for the Administration Server, Statistics Server, Routing Server,Telephony Server, CSTA Server, and any Realtime Servers or IVRs in your configuration.Column Name Type DescriptionServerKey SERIAL A unique key identifying the server machine or IVR.ServerName CHAR 16 The name of the server.ServerType SMALLINT Type of server:● 0 = Administration Server● 1 = T-Server● 2 = Routing Server● 4 = Real Time Server● 5 = Callback Server● 6 = Statistics Server● 7 = Web Server● 9 = CallBridge Server● 10 = Networking Server● 11 = Watchdog Server● 13 = Central Administration Server● 14 = Central Statistics Server● 16 = ConfSync. Server● 17 = Email ServerMachineName VARCHAR128The machine name of the machine on which the server isinstalled.PortNumber INTEGER The port number used by the server on the machine on whichthe server is installed. This is typically a four-digit number.IPCQName CHAR 128 Do not change this data.NumMaxConn SMALLINT Do not change this data.ectionsNumMaxThrea SMALLINT Do not change this data.dsLockedBy INTEGER User id who locked this SERVER row for updaterow forupdate.LockTimestam DATETIME Timestamp of lock.pComportID CHAR 4 The ID of the COM Port.ModemnInitCMDCHAR 50 The initialization string for the modem.Table A-38 Servers Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-57

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name TypeDescriptionModemnHang CHAR 50 The hang-up string for the modem.upCMDSiteKey INTEGER The sitekey of this site.Table A-38 Servers Table (Sheet 2 of 2)A.2.32Resources TableColumn Name Type DescriptionSiteKey INTEGER The sitekey of the site to which the switch resourcebelongs.ResourceType SMALLINT Type of switch resource:● 0 = User extension● 1 = IVR extension● 2 = FlexRouting ACD group● 3 = RésuméRouting Route Control Group● 4 = Requeue target● 5 = RésuméRouting ACD group● 7 = Networking ACD group● 8 = Networking RCG● 9 = Networked ACD Number● 10 = IVR ACD group● 11 = IVR Route Control Group● 12 = IVR Trunk ID Number● 13 = FlexRouting Route Control Group● 14 = Trunk Group● 15 = Telephony Source● 16 = Email Source● 17 = Chat Source● 18 = Telephony Internal Destination● 19 = Telephony External Destination● 20 = Email Destination● 21 = Chat DestinationResourceNumber CHAR 80 The switch resource number.ResourceName VARCHAR 80 The name of the switch resource.ResourceLength Small Integer The length that a Source or Destination number mustbe to match a tracked number when using wildcards.Table A-39 Resources Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-58 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionLockedBy INTEGER The userkey of the agent who locked this record forupdate.LockTimestamp DATETIME Timestamp of the lock.ResourceKey SERIAL Unique key to identify this resource.Table A-39 Resources Table (Sheet 2 of 2)A.2.33ResourceUsers TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.ResourceKey INTEGER Unique key identifying the resource.AuthUserKey INTEGER Unique key identifying the user authorized to monitor theresource.Table A-40ResourceUsers TableA.2.34ResourceSvcLvl TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.ResourceKey INTEGER Unique key identifying the resource.UseSiteDefaultFlag SMALLINT Indicates whether to use the site default value for theservice interval. If the value is 0, the minimum servicelevel defined should be used. If the value is 1, theminimum service level should be disregarded.MinServiceLevel SMALLINT The minimum service level corresponding to the resource.The value should be disregarded if the use site default flagis 1. The valid range of values is 0 to 28,800 seconds.Table A-41ResourceSvcLvl TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-59

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.35SiteTransferInfo TableColumn Name Type DescriptionFromSiteKey INTEGER Unique site key for the contact center from which thetransfer initiated.ToSiteKey INTEGER Unique site key for the contact center to which the call wastransferred.Cost SMALLINT Relative cost to transfer from site A to site B. May includelong distance charges or simply preferences.Dialing Prefix CHAR 32 Dialing prefix to dial between site A to site B.(*) – indicates PSTN, no wildcard 4-digit indicatesCORNET.LockedBy INTEGER User id who locked this particular SITE table forupdaterow for update.LockTimestamp DATETIME Timestamp of lock.Table A-42SiteTransferInfo TableA.2.36SystemParameters TableColumn Name Type DescriptionParmKey INTEGER A unique key identifying the system parameter.ParmName CHAR 30 The name of the system setting.ParmValue VARCHAR80Refer to Table A-44 for a description of the parameters andtheir values.SiteKey INTEGER A unique key identifying the department’s site.Table A-43A.2.36.1SystemParameters TableSystem Parameter EntriesThis table contains the descriptions of the system parameters.NameDescriptionOutboundPending 0-3600,default = 30.MaxPending 0-3600, default = 30.MonitorRetryCount 1-10, T-server – number of times to retry; default = 3.Table A-44 System Parameter Entries (Sheet 1 of 10)A31003-S2251-A200-4-76A9, August 2004A-60 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNameMonitorRetryInterval0-3600, T-server- retry monitor interval, default = 30 secs.SysStatusHBInterval Frequency of system status heartbeats (seconds), 0-300,default =30.ServiceLevelCalcs Formula that determines how service level is calculated:● 1 = (Ans + Abn in Intvl) / (Ans + Abn + Tmt)● 2 = (Ans in Intvl) / (Ans + Tmt)● 3 = (Ans in Intvl) / (Ans + Abn + Tmt)● 4 = (Ans in Intvl) / (Ans + Abn after Intvl + Tmt)● 5 = (Ans + Abn in Intvl) / (Ans + Abn)● 6 = (Ans in Intvl) / (Ans)● 7 = (Ans in Intvl) / (Ans + Abn)● 8 = (Ans in Intvl) / (Ans + Abn after Intvl)This value is in the system parameters table.RoutingMethod 0 = use UserModule, 0-1 / Default = 1UserModuleName (no .dll extension), default = “”UserFxnName default = “”SkillScoreType 0=closest match1 = most skilledDefault = 0MaxOrphanTime 0-28800, Default = 600CallRecordRetentionDaysAdminAuditRetentionDaysDescription0-60, default = 14 (Default = 0 assuming the feature has not beenpurchase)0-60, default = 30ErrorLogRetentionDays 0-60, Default =60QtrHrStatsRetentionDay 0-60, default =14sDailyStatsRetentionDay 0-60, Default =30sWeeklyStatsRetentionD 0-365,default = 371aysMthlyStatsRetDays 0-730,default =750WrapupRetentionDays 0-60, default =0BusyRetryDelay 0-28800 seconds, default = 600Table A-44 System Parameter Entries (Sheet 2 of 10)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-61

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchNameDescriptionRingNoAnswerRetryDel 0-86400 seconds, default = 14400ayOtherRetryDelay 0-86400 seconds, default = 3600UnderQualifiedWeightFc 0-100, default = 8.00trExtraSkillsWeightFactor 0-100, default = 0.50PreferenceWeightFactor 0-100, default = 16.00TimeWeightFactor 0-100, default = 2.00TimeToMaxWeight 0-100,000.000, default = 600KeepCallRecordsFlag 0-1, default = 0UserTSlast update of User tableCallTypeTSDo not change this value.SkillsTSDo not change this value.VirtualGroupTS Do not change this value.RoutingTSDo not change this value.SitesTSDo not change this value.ServersTSDo not change this value.ResourcesTSDo not change this value.SiteTransferInfoTS Do not change this value.MessagesTSDo not change this value.WalkawayTSDo not change this value.WrapupReasonsTS Do not change this value.WrapupDataTS Do not change this value.SysParmsTSDo not change this value.AuditTableTSDo not change this value.MatchOrderString listing order of tiebreakers. For Example: “102” where eachdigit is as follows:● 0=Score● 1=Priority● 2=Route Cost● Default = 102Table A-44 System Parameter Entries (Sheet 3 of 10)A31003-S2251-A200-4-76A9, August 2004A-62 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNameSharedDriveNameCallTypePerformanceIndicatorDBMaintenanceTimeLastDBLoadTSLockingUserIDLockTimestampForbiddenSkillsWeightFactorErrorLogServeKeyCallTypeBucketSizeLockDBIDMaxReserveTimeReservedDescriptionshared drive for load/unload filesDefault = \\RRSERVER\\SHAREDATADo not change this value.The database maintenance hour, which is the daily time at whichthe applications performs database maintenance. This value can befrom 0 to 23.Do not change this value.physical implementation: use key, not ID!!Do not change this value.0-100, default = 1.00Stats server which does error logging.Default = Stats server key = 51-100, default=6ID who has the entire DB locked for local updates and subsequentupload.default = 0Used by Routing server when a call is reserved from the Client GUI,this value determines the time the call is reserved prior to requeuing.0-3600, default=60reserved for feature entitlement; default setting:- 100 max agents, no IVR, no Sim, no CallRecords.Reserved2 customer install id, default = 0.TeamTSDo not change this value.AgentTDRefreshInterval Agent desktop refresh interval Default = 30.SuperDTRefreshInterval Supervisor desktop refresh interval Default = 30.RoutingEntryRetention Default = 60KeepRoutingEntryRetFl Default = 1agMaxCallRetention Default = 200KeepMaxCallRetentionF Default = 0lagTable A-44 System Parameter Entries (Sheet 4 of 10)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-63

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchNameDescriptionInactivityTimeout Default = 60CallWaitIndicatorOn Default = 1CallWaitIndicatorFlash Default = 2CallWaitIndicatorWink Default = 3RestrictedReportingFlag Default = 2LoadBalancingParticipat Default = 0ionFlagLoadBalancingSettingT Do not change this value.SLoadBalancingSiteTS Do not change this value.NotificationTSDo not change this value.DiskSpaceThreshold 0-100, default = 50RPCResponseThreshol 1-99999999, default = 750dRPCResponseIterations 1-9999, default = 5LoadBalancingPendingT 0-60, default = 10imeEntMgrDTRefreshinterv Default = 30alIncludePendingOrphane 0-1, default = 1dCallsFlagAgentStateTimeRetDay 0-99999, default = 300sDesktopMaxViews 1-99, default = 5SiteAWTCalls 1-1000, default = 25CallTypeSiteCalls 1-250, default = 10SiteEWTCalls 1-200, default = 25CallTypeEWtCalls 1-200, default = 10SiteBucketSize 1-250, default = 6SimServiceLevelGoal 1-100, default = 80SuperEditRouting 0-1, default = 0SuperEditPermissions Default = 00100100000111Table A-44 System Parameter Entries (Sheet 5 of 10)A31003-S2251-A200-4-76A9, August 2004A-64 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNameMinAvailAgentForDistributionAggregateTSCallbackResultTSCallCenterDailyTSCallCenterExceptTSExcluded CallbackTSAccountCodeTSReserved3HoldConsultThresholdMaxBounceNumberTimeNetworkUtilCheckIntervalNetworkUtilThresholdCallbackMakeCallDelayOutboundListRefreshOutboundListFilenameCallDataRetentionDaysDescriptionDo not change this value.The time when the aggregates were last updated.The time when the callback results were last updated.The time when the contact center daily schedule was last updated.The time when the contact center daily schedule exceptions werelast updated.Do not change this value.Do not change this value.The second half of the RésuméRouting SID features.The minimum number of seconds an agent will be involved in aconsultation before the segment is considered as a consultation(otherwise, the consult segment is ignored). The valid range ofvalues is 0 to 900 seconds; the default is 5 seconds.The maximum number of seconds a network ACD number will bereserved before it is release and placed back into the available setof network ACD numbers for network routing calls. The valid rangeof values is 0 to 3600 seconds; the default is 60 seconds.The interval at which the Watchdog Server will check the utilizationof the network connected to the RésuméRouting machine. Thevalid range of values is 1 to 600 seconds; the default is 30 seconds.The maximum acceptable utilization of the network connected tothe RésuméRouting machine before the Watchdog Server output awarning of high utilization. The valid range of values is 0 to 100percent; the default is 50 percent.The maximum amount of time the system should wait for a makecall to complete for a callback. The valid range of values is 1 to 600seconds; the default is 30 seconds.The interval at which the Callback Server should import the datafrom the outbound list text file. The valid range of values is 60 to3600 seconds; the default is 300 seconds.The filename the Callback Server should use to import the datafrom the outbound list text file. The default value is “Outbound.txt”.Table A-44 System Parameter Entries (Sheet 6 of 10)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-65

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchNameCallbackEnqueueTimeIntervalCallbackReadAheadTimeEmailReserveTimeLastAdminRefreshMaxReportSessionTimeReportingRollupDelayReportingTraceRetentionCallbackCompleteDelayTelephonyEventTraceFlagTelephonyAgentTraceFlagIncludeIVRTimeInQueueTimeCallbackMaxScheduleDaysAheadDistributeDesktopPatchesMaxNumberOfRowsForDeleteMilisecForSleepAfterDeleteUseConfigServerXMLRetentionPeriodXMLDirectoryDeviceListUpdateTimeFifteenminXMLFWSTSDailyXMLFWSTSBluePumpkinXMLFCSTSDescriptionDo not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.The maximum number of rows that could be deleted from the tableat once. Needs for synchronization with the fifteen minutes rollupsThe time delay that has to be implemented after the number of rowsspecified by the MaxNumberOfRowsForDelete will be deleted.Flag that specifies, if Config Server should be used in the system.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Table A-44 System Parameter Entries (Sheet 7 of 10)A31003-S2251-A200-4-76A9, August 2004A-66 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNameBluePumpkinDailyXMLFCSTSBluePumpkinExportDirectoryAgentStateNoReasonRetentionDatabaseVersionDDRRuleTSDDRScheduleTSDDRODBCTimeoutPlugInModuleTSWCSETTINGSTSWCUSERMESSAGESTSWCEMOTICONLISTTSWCPUSHMESSAGESTSWCPUSHURLTSWCURLROUTINGTSWCSOUNDBYTEURLSTSNumberOfActiveThreadsTimeOutOfSessionDisconnectMaxChatContentSizeRNARerouteRNAPriorityIncRNADestinationResetStatisticsOffset1ResetStatisticsOffset2ResetStatisticsOffset3DescriptionDo not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Table A-44 System Parameter Entries (Sheet 8 of 10)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-67

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchNameImportACDAPPWCPortWebCollabSecuritySettingEmailOldestWorkingFolderEmailProcessInboxIntervalEmailProcessEmailQueueIntervalEmailProcessorQueueSizeEmailProcessorThreadsEmailMaximumNumberQUeuedEmailsEmailFolderRetentionEmailAutoDeferTimeEmailAutoAckPluginConfigEmailAutoAckPluginLocationEmailCategorizerPluginConfigEmailCategorizerPluginLocationEmailAutoRespPluginConfigEmailAutoRespPluginLocationEmailMaximumDeferTimeEmailMaximumNumDeferredEmailsDescriptionDo not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Table A-44 System Parameter Entries (Sheet 9 of 10)A31003-S2251-A200-4-76A9, August 2004A-68 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNameEmailReplyToOriginalAgentEmailAutoAckIncomingRepliesEmailAutoRespoIncomingRepliesEmailWarnAttachmentsEmailDefaultCalltypeKeyEmailModifyAddressLanguageTSEmailCategoryTSEmailRoutingEntryTSEmailAliasTSEmailMessageTemplateTSEmailDiscardReasonTSEmailAutoAckRespLoopMaxWebCollabSilentMonitorWebCollabStoreTranscriptIncludeCAHeldTimeinCalcWebCollabMediaDbRetentionEmailMinDiskSpaceWebCollabMaxEnqueueWebCollabBrowserTimeoutDescriptionDo not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Do not change this value.Table A-44 System Parameter Entries (Sheet 10 of 10)A.2.37Messages TableThis table stores messages that an agent can send with the Agent or Supervisor Desktop.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-69

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionSiteKey INTEGER The sitekey of the site, which matches the key defined in theSites table.MessageKey SERIAL An incremental key into the table.MessageNam CHAR 16 Identifier for the message.eEmergencyInd SMALLINT Indicates that the message is an emergency message thatrequires acknowledgement from the receiver.DefaultInd SMALLINT Indicates that this is the default emergency message that issent when the user elects to send the emergency message.MessageText CHAR 1000 Actual text of the message.Lockedby INTEGER User id who locked this particular Message for updaterow forupdate.LockTimestampDATETIME Timestamp of lock.Table A-45Messages TableA.2.38WalkawayCodesThis table stores the reasons that agents can select for changing their state to Unavailable orWork.Column Name Type DescriptionSiteKey INTEGER The sitekey of the site, which matches the key defined inthe Sites table.WalkawayKey SERIAL A unique key identifying the unavailable reason.WalkawayCodena CHAR 16 The name of the unavailable reason.meDescription VARCHAR The description of the unavailable reason.250Lockedby INTEGER User id who locked this particular code for updaterow forupdate.LockTimestamp DATETIME Timestamp of lock.WalkawayType SMALLINT ACD state for corresponding reason:● Unavailable● WorkTable A-46 Walkaway Codes (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-70 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesReferenceKey INTEGER Internal reference key used to specify specific walkawaycodes. All customer created walkaway codes will have areference key value of zero. All walkaway codes requiredby the system will have a non-zero reference key valueand cannot be deleted (but can be modified).Table A-46 Walkaway Codes (Sheet 2 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-71

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.39WrapupReasons TableThis table stores the wrapup reasons, which are explanations for wrapping up a call that anagent can save with the call, if the agent is using the Agent Desktop or Supervisor Desktop towrap up a call.Column Name Type DescriptionSiteKey INTEGER The sitekey of the site, which matches the key defined inthe Sites table.WrapupReasonKey SERIAL A unique key identifying the wrap-up reason.WrapupName CHAR 16 The name of the wrap-up reason.DescriptionVARCHAR The description of the wrap-up reason.250Lockedby INTEGER The userkey of the agent who locked this record forupdate.LockTimestamp DATETIMETimestamp of the lock.Table A-47WrapupReasons TableA.2.40WrapupData TableThis table stores wrap-up fields, which store data for a call that an agent can input, if the agentis using the Agent Desktop or Supervisor Desktop to wrap up a call.Column Name Type DescriptionSiteKey INTEGER The sitekey of the site, which matches the key definedin the Sites table.WrapupDataKey SERIAL A unique key identifying the wrap-up field.FieldType SMALLINT 0 = CHAR1 = NUMERIC2 = DATEFieldLength SMALLINT The length of field, if the field is a numeric or characterdata type.WrapUpDataName CHAR 16 The name of the wrap-up field.MandatoryFlag SMALLINT A flag indicating whether agents must complete thewrap-up field to save the wrap-up information for a call:0 = Not mandatory1 = MandatoryTable A-48 WrapupData Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-72 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesColumn Name Type DescriptionDescription VARCHAR The description of the wrap-up field.250Lockedby INTEGER User id who locked this particular wrapup forupdaterow for update.LockTimestamp DATETIME Timestamp of lock.Table A-48 WrapupData Table (Sheet 2 of 2)A.2.41Lbsettings TableThis table stores the network routing settings.Column Name Type DescriptionSitekey INTEGER The unique identifier for this site.CampusName CHAR(16) The name used to identify the site (campus) in a loadbalancing configuration.SiteSelection SMALLINT Load balancing site selection criteria.MinEligibleAgents SMALLINT Default minimum number of agents per calltype(acceptance criteria).AvailAgentInterval SMALLINT The interval (seconds) used to recalculate the numberof available eligible agents.DistributionDelta SMALLINT Minimum difference (percentage) between our site’sand other site’s performance in order to consider it forload balancing.ExchangeInterval SMALLINT The interval (seconds) at which the NRServer will sendthe stats to the other NRServer (in seconds).ShiftStart1 VARCHAR 5 Start of first shift.ShiftStart2 VARCHAR 5 Start of second shift.ShiftStart3 VARCHAR 5 Start of third shift.ShiftStart4 VARCHAR 5 Start of fourth shift.LockedBy INTEGER The userkey of the agent who locked this record forupdate.Locktimestamp DATETIME Timestamp of the lock.Table A-49LBSettings TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-73

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.42Lbcriteria TableThis table stores the acceptance and distribution criteria for the Networked Call Center feature.Column Name Type DescriptionSitekey INTEGER A unique key identifying a department’s site.CriteriaType SMALLINT Distribution and Acceptance criteria.One row for each.StatsType SMALLINT The stats associated with this criteria.StatsThreshold SMALLINT Threshold for both best site and preferred siteconfiguration. Other site will be considered only if theperformance at the local site is lower than this threshold.For the preferred site the threshold applies to the sitelevel statistics.Table A-50Lbcriteria TableA.2.43Lbsites TableThis table stores information on other networked sites.Column Name Type DescriptionLbsitekey SERIAL A unique key identifying the other networked sites.Machinename VARCHAR Machine name(128)Portnumber INTEGER Admin server port number.Transfercost FLOAT Transfer cost from local site to this site.LocalSiteKey INTEGER A site key assocaited with a load balancing site.Sitekey INTEGER Unique site key as defined in other site’s DB.Sitename CHAR(32) Site nameDialingprefix CHAR(32) Dialing prefix.Contactname VARCHAR(80 Contact name.)Contactphone CHAR(32) Contact phone.LockedBy INTEGER The userkey of the agent who locked this record for update.LockTimeStampDATETIME Timestamp of the lock.Table A-51Lbsites TableA31003-S2251-A200-4-76A9, August 2004A-74 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesA.2.44Lbsitesequence TableThis table stores the preferred site sequence.Column Name Type DescriptionSequencekey SERIAL A unique key identifying the sequence.Sitekey INTEGER A unique key identifying a department’s site.Machinename CHAR(128) Machine nameTable A-52 Lbsitesequence TableA.2.45Notifications TableThis table stores the various types of notifications, such as pager, email and SNMP.Column Name Type DescriptionNotificationkey INTEGER A unique key identifying the notification type.SiteKey INTEGER A unique key identifying the department’s site.Condition SMALLINT Server upServer downResponse timeDB usageError Default entryWarningInformationNotificationtype SMALLINT Email, pager, SNMP trap, Siemens ServiceDisplay in SS GUI.For Error condition, default notification type isDisplayed in SS GUI.Component INTEGER Server key for Server up/down.Server key for response time.N/A for other notification.Messagedelay SMALLINT Applicable to pager notification only.DestinationServer CHAR(32) SMTP server address for email.Destination CHAR(80) Email address for email notification.Pager number for Pager notification.Table A-53 Notifications Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-75

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchColumn Name Type DescriptionNotificationMsg CHAR(200) (old name = pager message in pagerserverdata)For pager notificationtype- must be numeric and maxlength 80?.For Email and SNMP trap- can be alphanumeric andmax length of 200.Repeatmsgnum SMALLINT Applicable to pager notification only.Repeatmsginterval SMALLINT Applicable to pager notification only.SiteKey INTEGER A unique key identifying the department’s site.LockedBy INTEGER The userkey of the agent who locked this record forupdate.LockTimestamp DATETIME Time stamp of the lock.Table A-53 Notifications Table (Sheet 2 of 2)A.2.46AccountCodes TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.AccountCode INTEGER Actual account code value that corresponds to thesequence of digits entered through the telephone by theagent.AccountCodeName CHAR 16 Visual name corresponding to the account code.Description VARCHAR Description of the account code.250LockedBy INTEGER User key who locked the account code for modification.LockTimestamp DATETIMETime at which user locked the account code formodification.Table A-54AccountCodes TableA.2.47Aggregates TableName Type DescriptionAggregateKey SERIAL Unique key identifying each aggregate.SiteKey INTEGER Unique site key for the contact center.Table A-55 Aggregates Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-76 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesAggregateName CHAR 16 Visual name corresponding to the aggregate.Description VARCHAR Description of the aggregate.250LockedBy INTEGER User key who locked the aggregate for modification.LockTimestamp DATETIMETime at which user locked the aggregate for modification.Table A-55 Aggregates Table (Sheet 2 of 2)A.2.48AggregateComponent TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.AggregateKey INTEGER Unique key identifying the aggregate.ComponentType SMALLINT Indicates the type of component corresponding to thecomponent key:0 = call type1 = agent ACDComponentKey INTEGER Unique key corresponding to the component. If thecomponent type is 0, this will reference a key in the calltypes table. If the component type is 1, this will referencean agent ACD in the resources table.Table A-56AggregateComponent TableA.2.49AggregateUsers TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.AggregateKey INTEGER Unique key identifying the aggregate.AuthUserKey INTEGER Unique key identifying the user authorized to monitor theaggregate.Table A-57AggregateUsers TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-77

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchA.2.50CallbackResultName Type DescriptionResultKey SERIAL Unique key identifying each callback result.SiteKey INTEGER Unique site key for the contact center.ResultTypeSMALLINT Indicates the type of callback result:0 = success1 = retry2 = deletedResultName CHAR 16 Visual name corresponding to the callback result.Description VARCHAR Description of the callback result.250ReferenceKey INTEGER Internal reference key used to specify specific callbackresults. All customer created callback results will have areference key value of zero. All callback results requiredby the system will have a non-zero reference key valueand cannot be deleted (but can be modified).RetryInterval INTEGER Default number of seconds in which to retry the callback.This value is only valid if the result type indicates a retry.The valid range of values is 60 to 86,400 seconds.LockedBy INTEGER User key who locked the callback result for modification.LockTimestamp DATETIMETime at which user locked the callback result formodification.Table A-58CallbackResult TableA.2.51CallCenterDaily TableName Type DescriptionEntryKey SERIAL Unique key identifying each entry.SiteKey INTEGER Unique site key for the contact center.MediumType SMALLINT Media type corresponding to the contact center dailyschedule:0 = none1 = telephony2 = callback3 = emailTable A-59 CallCenterDaily Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-78 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesName Type DescriptionDaySMALLINT The day of the week corresponding to the period thecontact center is open:1 = Sunday2 = Monday3 = Tuesday4 = Wednesday5 = Thursday6 = Friday7 = SaturdayStartTimeSMALLINT The time when the contact center starts processing callsfor that period. The time will be represented as a directinteger representation of the time. For example, 9:30amwill be 930 and 6:15pm will be 1815. The valid range ofvalues is 0 to 2359.EndTimeSMALLINT The time when the contact center ends processing callsfor that period. The time will be represented as a directinteger representation of the time. For example, 9:30amwill be 930 and 6:15pm will be 1815. The valid range ofvalues is 0 to 2359.LockedBy INTEGER User key who locked the contact center daily scheduleentry for modification.LockTimestampDATETIMETable A-59 CallCenterDaily Table (Sheet 2 of 2)Time at which user locked the contact center dailyschedule entry for modification.A.2.52CallCenterExcept TableName Type DescriptionSiteKey INTEGER Unique site key for the contact center.EntryKey SERIAL Unique key identifying each entry.MediaTypeSMALLINT Media type corresponding to the contact center dailyschedule:0 = none1 = telephony2 = callback3 = emailTable A-60 CallCenterExcept Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-79

MRGtabl.fmTables in the Reporting DatabaseSummary Performance TablesNur für den internen GebrauchName Type DescriptionDateSMALLINT The day of the month on which the contact centerschedule has an exception. The valid range of values is 1to 31.MonthSMALLINT The month in which the contact center schedule has anexception. The valid range of values is 1 to 12.YearSMALLINT The year in which the contact center schedule has anexception. The valid range of values is 2000 to 2100.CallCenterOpenFlag SMALLINT A flag indicating whether the contact center is open orclosed on the specific date. If the value is 0, it indicates thecontact center is completely closed and the start and endtimes should be disregarded. If the value is 1, it indicatesthe contact center is closed during the start and end times.StartTimeSMALLINT The time when the contact center starts processing callsfor that period. The time will be represented as a directinteger representation of the time. For example, 9:30amwill be 930 and 6:15pm will be 1815. The value should bedisregarded if the contact center open flag is 0. The validrange of values is 0 to 2359.EndTimeSMALLINT The time when the contact center ends processing callsfor that period. The time will be represented as a directinteger representation of the time. For example, 9:30amwill be 930 and 6:15pm will be 1815. The value should bedisregarded if the contact center open flag is 0. The validrange of values is 0 to 2359.LockedBy INTEGER User key who locked the contact center scheduleexception entry for modification.LockTimestampDATETIMETable A-60 CallCenterExcept Table (Sheet 2 of 2)Time at which user locked the contact center scheduleexception entry for modification.A.2.53ExcludedCallbacks TableName Type DescriptionExcludedNumberKey SERIAL Unique key identifying the excluded number.SiteKey INTEGER Unique site key for the contact center.Table A-61 ExcludedCallbacks Table (Sheet 1 of 2)A31003-S2251-A200-4-76A9, August 2004A-80 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtabl.fmTables in the Reporting DatabaseMiscellaneous TablesName Type DescriptionCHAR 16ExcludedNumberNameA.3 Miscellaneous TablesVisual name corresponding to the excluded callbacknumber.ExcludedNumber CHAR 32 The telephone number, or partial telephone number,which is not allowed as a number to be called back. Theonly valid values are a string or digits or a string of digitswhich end in an asterisk (meaning only the initial part ofthe string must match the telephone number in order forthe telephone number to be considered excluded). Thevalue must contain at least one digit; a value containingonly an asterisk is invalid.LockedBy INTEGER A key that identifies the user that locked this record.LockTimeStamp DateTime Indicates the date and time that this record was locked.Table A-61 ExcludedCallbacks Table (Sheet 2 of 2)A.3.1ChangeLog TableThis table is in GMT.Column Name Type DescriptionObjectName CHAR 18 Name of data object updated.ChangeTimestamp DATETIME The time that the change was made.ObjectKey1 INTEGER 1 st element of primary key.ObjectKey2 INTEGER other element of (composite) Primary key.ObjectKey3VARCHAR 80 other element of (composite) Primary key.ObjectKey4VARCHAR 80 other element of (composite) Primary key.ObjectKey5 INTEGER other element of (composite) Primary key.ObjectLogicalKey VARCHAR Logical key (e.g. userid for user; skillname for skills).205ChangeID CHAR 8 user id who made change.ChangeType SMALLINT 0=Add, 1=Update, 2=Delete.SiteKey INTEGER Unique key for the site.Table A-62ChangeLog TableA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide A-81

MRGtabl.fmTables in the Reporting DatabaseMiscellaneous TablesNur für den internen GebrauchA.3.2ErrorRecord TableColumn Name TypeErrorTimeStampDatetimeyear tofractionDescriptionTime that the error record was written.Type Integer The type of error.RetCode Integer Primary return code.SecretCode Integer Secondary return code.LineNumber Integer The line number of the module that the error occurred in.ModuleName Char32 The name of the module that the error occurred in.ErrorText Varchar(20,2 Error text associated with the error.50)SiteKey Integer Key for the site that the error was written at.Table A-63ErrorRecord TableA.3.3DefaultedRouting TableThis table stores the information about calls that used the default routing system.Column Name Type DescriptionDefrouteTimeSt Datetime year to fraction The time that the record was writtenampCallid Char(30) Unique callid of the call.EnqTimeStamp DateTime year to fraction The time that the call was enqueued.HandlingType Integer See agent record.Sitekey Integer Unique site key.Calltypekey Integer Key for the calltype associated with the call.Origin VarChar(80) Origin of the call/email.Destination VarChar(80) Destination of the call/email.Queue Char(32) Queue.Caption VarChar(100) Caption of the call.Table A-64DefaulltedRouting TableA31003-S2251-A200-4-76A9, August 2004A-82 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterIntroductionBData Dictionary for the Graphical Report WriterB.1 IntroductionGraphs can be made against all 4 types of rollup tables: 15-minute, daily, weekly and monthly.All 15-minute rollup tables mentioned below applies equally to the 3 other types of tables whengraphs are made against those tables.There are four columns in each table.Display Name – The name of the item displayed to the customer. When an item is acalculation, the symbol “[C]” is placed at the end of the Display Name. Customers and supportpersonnel can then distinguish which are database items and which are calculations.View Field Name – The name of the item that will be used in the view. If there is no view namein the column, then this item must be calculated by the Graphical Reporter Writer.Database field and source – Identifies where in the database to find this item. Most often, itis a field name, but can also indicate a stored procedure or another view field. As there aremany source tables, the source tables will be identified in a list before the table. The list numberof the field’s source table will be placed within parenthesis after the field name is presented e.g.ParkCount (2). If there is no number following a field, then the field is defined in this table underView Field Name.Description – Describes the item.B.2 Agent DataThis section covers the data based upon Agent data. It applies equally to Department and Sitedata, which is also based upon Agent data. In an effort to make the data more understandable,and given the large amount of data that is possible with agents, the data is divided as follows:●●●●●●●Agent Contact Center Voice dataAgent Email dataAgent Callback dataAgent Callback data by Callback OriginAgent Chat dataAgent Non Contact Center Voice dataAll possible Agent dataA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-1

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchB.2.1Agent Contact Center Voice DataSource tables:1. AgentFifteenMin2. AgentFifteenMin where HandlingType = Contact Center Incoming (Seesp_ACDCallData.sql.)3. AgentFifteenMin where HandlingType = Contact Center Outgoing (RROutBound)4. AgentStateFifteen5. 6. UsersAgent CC VoiceDisplay NameAnswered -CallbackAnswered - CCAll Voice [C]Answered - CCIncoming [C]Answered - CCIncomingOverflowAnswered - CCIncomingPrimaryAvailable StateCountView FieldNameDatabase field &sourceAnsd_CCOut NumHandledPrim (3)Ansd_CCT Ansd_CCIn +Ansd_CCOutAnsd_CCIn Ansd_O_CCIn +Ansd_P_CCInAnsd_O_CCI NumHandledOver (2)nAnsd_P_CCInNumHandledPrim (2)DescriptionNumber of Contact Center outgoingcalls that were made by the agent(Callbacks). This does notnecessarily mean that the agent wasable to talk to the customer.Nevertheless, he was working on thecallback.The number of received callbacks isthe same as the number of answeredcallbacks.Total Contact Center calls (voice)answered by the agent. Please notethat callbacks are applied here and intotal received.Number of Contact Center incomingcalls that were answered.Number of Contact Center Overflowincoming calls that were answered(Applies to FlexRouted calls only.).Number of Contact Center Primaryincoming calls that were answered.AvailCount AvailCount (4) Number of times agent exited theavailable state.Table B-1 Agent Contact Center Voice Data (Sheet 1 of 9)A31003-S2251-A200-4-76A9, August 2004B-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent CC VoiceDisplay NameAvailable StateTimeAvailable StateTime -Percentage ofLogon Time [C]Busy StateCountBusy State Time BusyDurationCalls under 10seconds -CallbackCalls under 10Seconds - CCAll Voice [C]Calls under 10Seconds - CCIncomingConsult Count -CallbackConsult Count -CC AllTelephony [C]Consult Count -CC Incoming [C]Consult Count -CC IncomingOverflowConsult Count -CC IncomingPrimaryView FieldNameAvailDuration AvailDur (4)(AvailDuration /Logontime) * 100Number of seconds that the agentspent in the available state.The percentage of logged on timespent in the available state.BusyCount BusyCount (4) Number of times agent exited thebusy state.CallsUnder10_CCOutCallsUnder10_CCTCallsUnder10_CCInConsult_CCOutConsult_CCTConsult_CCInConsult_O_CCInConsult_P_CCInDatabase field &sourceBusyDur (4)CallsUnder10 (3)CallsUnder10_CCIn +CallsUnder10_CCOutNumber of seconds that the agentspent in the busy state.Number of Contact Center outgoingcalls that were talked to for 10seconds or less (Callbacks).Number of Contact Center calls thatwere talked to for 10 seconds or less.CallsUnder10 (2) Number of Contact Center incomingcalls that were talked to for 10seconds or less.ConsultCountPrim (3) Number of times that Contact Centeroutgoing calls were put on hold for aconsultation (Callbacks).Consult_CCIn +Consult_CCOutConsult_O_CCIn +Consult_P_CCInDescriptionThe total number of times thatContact Center calls were consulted.Number of times that Contact Centerincoming calls were put on hold for aconsultation.ConsultCountOver (2) Number of times that Contact CenterOverflow incoming calls were put onhold for a consultation (Applies toFlexRouted calls only.).ConsultCountPrim (2) Number of times that Contact CenterPrimary incoming calls were put onhold for a consultation.Table B-1 Agent Contact Center Voice Data (Sheet 2 of 9)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-3

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent CC VoiceDisplay NameConsult time -CallbackConsult Time -CC AllTelephony -Average [C]Consult Time -CC AllTelephony [C]Consult Time -CC Incoming [C]Consult Time -CC IncomingOverflowConsult Time -CC IncomingPrimaryDialing StateCountDialing StateTimeHold Count -CallbackHold Count - CCAll Voice [C]Hold Count - CCIncoming [C]Hold Count - CCIncomingOverflowView FieldNameConsultTime_CCOutConsultTime_CCTConsultTime_CCInConsultTime_O_CCInConsultTime_P_CCInDatabase field &sourceConsultTimePrim (3)ConsultTime_CCT /Consult_CCTConsultTime_CCIn +ConsultTime_CCOutConsultTime_O_CCIn+ConsultTime_P_CCInConsultTimeOver (2)ConsultTimePrim (2)DialingCount DialingCount (4)DialingDurati DialingDur (4)onHold_CCOut HoldCountPrim (3)Hold_CCT Hold_CCIn +Hold_CCOutHold_CCIn Hold_O_CCIn +Hold_P_CCInHold_O_CCI HoldCountOver (2)nDescriptionTable B-1 Agent Contact Center Voice Data (Sheet 3 of 9)Total consult time, in seconds, thatagent spent on outgoing ContactCenter calls (Callbacks).The average number of seconds thata Contact Center call was consulted.The total number of seconds thatContact Center calls were consulted.Total consult time, in seconds, thatagent spent on incoming ContactCenter calls.Total consult time, in seconds, thatagent spent on Overflow incomingContact Center calls (Applies toFlexRouted calls only.).Total consult time, in seconds, thatagent spent on Primary incomingContact Center calls.Number of times agent exited thedialing state.Number of seconds that the agentspent in the dialing state.Number of times that Contact Centeroutgoing calls were put on hold(Callbacks).The total number of times thatContact Center calls were put onhold.Number of times that Contact Centerincoming calls were put on hold.Number of times that Contact CenterOverflow incoming calls that wereput on hold (Applies to FlexRoutedcalls only.).A31003-S2251-A200-4-76A9, August 2004B-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent CC VoiceDisplay NameHold Count - CCIncomingPrimaryHold Time -CallbackHold Time - CCAll Voice -Average [C]Hold Time - CCAll Voice [C]Hold Time - CCIncoming [C]Hold Time - CCIncomingOverflowHold Time - CCIncomingPrimaryHold/ConsultCount - Callback[C]Hold/ConsultCount - CC AllVoice [C]Hold/ConsultCount - CCIncoming [C]Hold/ConsultTime - Callback[C]View FieldNameHold_P_CCInHoldTime_CCOutHoldTime_CCTHoldTime_CCInHoldTime_O_CCInHoldTime_P_CCInHoldConsult_CCOutHoldConsult_CCTHoldConsult_CCInHoldConsTime_CCOutDatabase field &sourceHoldCountPrim (2)HoldTimePrim (3)HoldTime_CCT /Hold_CCTHoldTime_CCIn +HoldTime_CCOutHoldTime_O_CCIn +HoldTime_P_CCInHoldTimeOver (2)HoldTimePrim (2)Hold_CCOut +Consult_CCOutHold_CCT +Consult_CCTHold_CCIn +Consult_CCInHoldTime_CCOut +ConsultTime_CCOutDescriptionTable B-1 Agent Contact Center Voice Data (Sheet 4 of 9)Number of times that Contact CenterPrimary incoming calls were put onhold.Total hold time, in seconds, thatagent spent on outgoing ContactCenter calls (Callbacks).The average number of seconds thata Contact Center call was held.The total number of seconds thatContact Center calls were on hold.Total hold time, in seconds, thatagent spent on incoming ContactCenter calls.Total hold time, in seconds, thatagent spent on Overflow incomingContact Center calls (Applies toFlexRouted calls only.).Total hold time, in seconds, thatagent spent on Primary incomingContact Center calls.Number of times that Contact Centeroutgoing calls were put on hold or puton hold for a consultation(Callbacks).The total number of times thatContact Center calls were held orconsulted.Number of times that Contact Centerincoming calls were put on hold orconsulted.Total hold and consult time, inseconds, that agent spent onoutgoing Contact Center calls(Callbacks).A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-5

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent CC VoiceDisplay NameHold/ConsultTime - CC AllVoice - Average[C]Hold/ConsultTime - CC AllVoice [C]Hold/ConsultTime - CCIncoming [C]Hourly HandlingRate - CC AllVoice [C]Involved Time -CC AllTelephony -Average [C]Involved Time -CC AllTelephony [C]Involved Time -Percentage ofCC AllTelephony Timein Logon Time[C]HoldConsTime_CCTHoldConsTime_CCInInvolvedTime_CCTDatabase field &sourceHoldConsTime_CCT /HoldConsult_CCTHoldTime_CCT +ConsultTime_CCTHoldTime_CCIn +ConsultTime_CCIn(3600 * Ansd_CCT) /LogontimeInvolvedTime_CCT /Ansd_CCTTalkTime_CCT +WorkDuration(InvolvedTime _CCT/Logontime) * 100The average number of seconds thata Contact Center call was held orconsulted.The total number of seconds thatContact Center calls were on hold orconsulted.The total number of seconds thatincoming Contact Center calls wereon hold or consulted.The hourly handling rate for ContactCenter calls.The average number of seconds tohandle a call, including the worktime.The number of seconds to handlecalls including the work timenecessary for the calls.The percentage of logged on timespent either talking on calls orworking.Logon Time LogonTime LogonTime (4) Number of seconds that the agentwas logged on during this period.Other StateCount [C]View FieldNameothercount DialingCount +QueuedCount +OutofServCount +BusyCount +UnknownCount +Rcvd_CCTDescriptionTable B-1 Agent Contact Center Voice Data (Sheet 5 of 9)The count of times exited the “other”states (i.e. listening to tones, etc.).A31003-S2251-A200-4-76A9, August 2004B-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent CC VoiceDisplay NameOther StateTime -Percentage ofLogon Time [C]Other StateTime [C]Out of ServiceState CountOut of ServiceState TimeParked -CallbackParked - CC AllVoice [C]Parked - CCIncomingQueued StateCountQueued StateTimeReceived - CCAll Voice [C]Received - CCIncoming [C]Received - CCIncomingOverflowReceived - CCIncomingPrimaryView FieldNameDatabase field &source(otherduration) /Logontime) * 100otherduration DialingDuration +QueuedDuration +OutofServDuration +BusyDuration +UnknownDuration +RingTime_CCTOutofServCountOutofServDurationParked_CCOutOutofServiceCount(4)OutofServiceDur (4)ParkCount (3)Parked_CCT Parked_CCIn +Parked_CCOutParked_CCI ParkCount (2)nQueuedCou QueuedCount (4)ntQueuedDura QueuedDur (4)tionRcvd_CCT Rcvd_CCIn +Ansd_CCOutRcvd_CCIn Rcvd_O_CCIn +Rcvd_P_CCInRcvd_O_CCI NumOfferedOver (2)nRcvd_P_CCInNumOfferedPrim (2)DescriptionTable B-1 Agent Contact Center Voice Data (Sheet 6 of 9)The percentage of logged on timespent in the other states.The total time in seconds spent doing“other” things, such as listening totones, etc.Number of times agent exited the outof service state.Number of seconds that the agentspent in the out of service state.Number of Contact Center outgoingcalls that were parked (Callbacks).Total number of contact center callsthat were parked.Number of Contact Center incomingcalls that were parked.Number of times agent exited thequeued state.Number of seconds that the agentspent in the queued state.Total Contact Center calls (voice)received or made by the agent.Please note that callbacks areapplied here and in total answered.Number of Contact Center incomingcalls that were received.Number of Contact Center Overflowincoming calls that were received(Applies to FlexRouted calls only.).Number of Contact Center Primaryincoming calls that were received.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-7

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent CC VoiceDisplay NameRing Time -CallbackRing Time - CCAll Voice -Average [C]Ring Time - CCAll Voice [C]Ring Time - CCIncoming [C]Ring Time - CCIncomingOverflowRing Time - CCIncomingPrimaryTalk Time -CallbackTalk Time - CCAll Voice -Average [C]Talk Time - CCAll Voice [C]Talk Time - CCIncoming [C]Talk Time - CCIncomingOverflowView FieldNameRingTime_CCOutRingTime_CCTRingTime_CCInRingTime_O_CCInRingTime_P_CCInTalkTime_CCOutTalkTime_CCTTalkTime_CCInTalkTime_O_CCInDatabase field &sourceRingTimePrim (3)RingTime_CCT /Ansd_CCTRingTime_CCIn +RingTime_CCOutRingTime_O_CCIn +RingTime_P_CCInRingTimeOver (2)RingTimePrim (2)TalkTimePrim (3)TalkTime_CCT /Ansd_CCTTalkTime_CCIn +TalkTime_CCOutTalkTime_O_CCIn +TalkTime_P_CCInTalkTimeOver (2)DescriptionTable B-1 Agent Contact Center Voice Data (Sheet 7 of 9)Total ring time, in seconds, that agentspent on outgoing Contact Centercalls (Callbacks).Average number of seconds that theagent’s phone spent ringing forcontact center calls.Total number of seconds that theagent’s phone spent ringing forcontact center calls.Total ring time, in seconds, that agentspent on incoming Contact Centercalls.Total ring time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRoutedcalls only).Total ring time, in seconds, that agentspent on Primary incoming ContactCenter calls.Total talk time, in seconds, that agentspent on outgoing Contact Centercalls (Callbacks).Average number of seconds tohandle a Contact Center call.The total number of seconds tohandle Contact Center calls.Total talk time, in seconds, that agentspent on incoming Contact Centercalls.Total talk time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRoutedcalls only.).A31003-S2251-A200-4-76A9, August 2004B-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent CC VoiceDisplay NameTalk Time - CCIncomingPrimaryTalk Time -Percentage ofCC All VoiceTime in LogonTime [C]Transferred -CallbackTransferred - CCAll Telephony [C]Transferred - CCIncomingUnavailableState CountUnavailableState TimeUnavailableState Time -Percentage ofLogon Time [C]Unknown StateCountUnknown StateTimeWork StateCountView FieldNameTalkTime_P_CCInDatabase field &sourceTalkTimePrim (2)(TalkTime_CCT/Logontime) * 100Total talk time, in seconds, that theagent spent on Primary incomingContact Center calls.The percentage of logged on timespent in talking to Contact Centercustomers.Xfer_CCOut TransferCount (3) Number of Contact Center outgoingcalls that were transferred.(Callbacks).Xfer_CCT Xfer_CCIn +Xfer_CCOutTotal number of contact center callsthat were transferred.Xfer_CCIn TransferCount (2) Number of Contact Center incomingcalls that were transferred.UnavailCoun UnavailCount (4)tUnavailDurat UnavailDur (4)ion(UnavailDuration /Logontime) * 100UnknownCountUnknownDurationWork State Time WorkDurationWork State Time- Average [C]UnknownCount (4)UnknownDur (4)Number of times agent exited theunavailable state.Number of seconds that the agentspent in the unavailable state.The percentage of logged on timespent in the unavailable state.Number of times agent exited theUnknown state.Number of seconds that the agentspent in the unknown state.WorkCount WorkCount (4) Number of times agent exited thework state.WorkDur (4)WorkDuration /Ansd_CCTDescriptionTable B-1 Agent Contact Center Voice Data (Sheet 8 of 9)Number of seconds that the agentspent in the work state.The average number of secondsspent in the work state per contact.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-9

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent CC VoiceDisplay NameWork State Time- Percentage ofLogon Time [C]View FieldNameDatabase field &source(WorkDuration /Logontime) * 100DescriptionTable B-1 Agent Contact Center Voice Data (Sheet 9 of 9)The percentage of logged on timespent in the work state.B.2.2Agent Email DataSource tables:1. AgentTTFifteenMin where RoutingType = email and TermType = AgentReplied2. AgentTTFifteenMin where RoutingType = email and TermType = ForwardedToAgent3. AgentTTFifteenMin where RoutingType = email and TermType = Requeue4. AgentTTFifteenMin where RoutingType = email and TermType = Discarded5. AgentTTFifteenMin where RoutingType = email and TermType = DeferTakeBackAgent EmailDataDisplay NameView FieldNameDatabase field &sourceAssigned EMAssigned Sum ofTermTypeCount in all5 source tablesDescriptionThe number of email messagesassigned to the agent.Written to EMWritten TermTypeCount (1) The number of email messagesthat the agent actually wrote backto.Forwarded toanother AgentEMFwdAgt TermTypeCount (2) The number of email messagesthat were assigned to the agent andthen forwarded to another agent.Discarded EMDiscarded TermTypeCount (4) The number of email messagesthat were assigned to the agent andresolved in some other manner.Worked on [C] EMAnsd TermTypeCount(1) +TermTypeCount(2) +TermTypeCount(3) +TermTypeCount(4)Table B-2 Agent Email Data (Sheet 1 of 3)The number of email messagesthat the agent actually worked on.A31003-S2251-A200-4-76A9, August 2004B-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent EmailDataDisplay NameQueue Time atthe Email ServerQueue Time inHiPathProCenterResponse Timeof the Agent inSecondsResponse Timeof the Agent inMinutes [C]Response Timeof the Agent inHours [C]Response Timeto the Customerin SecondsResponse Timeto the Customerin Minutes [C]Response Timeto the Customerin Hours [C]Deferred TimeDeferred Timewhile Logged onDeferred CountView FieldNameEMSrvrWaitTimeEMHPPQueueTimeEMAgtRespondTimeEMCustRespondTimeEMTotDeferredTimeEMLogonDeferTimeEMDeferredCountDatabase field &sourceSum ofPreQueueWaitTime inall 5 source tablesSum ofRRQueueTime in all 5source tablesSum of (TotTalkTime -TotHoldTime) in all 5source tables(EMAgtRespondTime) / 60(EMAgtRespondTime) / 3600Sum of (TotWaitTime+ TotTalkTime) in all 5source tables(EMCustRespondTime) / 60(EMCustRespondTime) / 3600Sum of TotHoldTimein all 5 source tablesSum ofTotConsultTime in all5 source tablesSum of TotHoldCountin all 5 source tablesTable B-2 Agent Email Data (Sheet 2 of 3)DescriptionThe number of seconds that theemail message waited at the Emailserver before reaching theRésuméRouting Email server.The number of seconds that theemail message waited in theRésuméRouting queue beforebeing assigned to an agent.The number of seconds that it tookfor the agent to respond to the emailmessage excluding deferred time.The number of minutes that it tookfor the agent to respond to the emailmessage excluding deferred time.The number of hours that it took forthe agent to respond to the emailmessage excluding deferred time.The number of seconds that it tookto respond to the email messagefrom the customer’s perspective.The number of minutes that it tookto respond to the email from thecustomer’s perspective.The number of hours that it took torespond to the email message fromthe customer’s perspective.The total number of seconds thatthe email message was deferred.The number of seconds that theemail message was deferred whilethe agent was logged on.The number of times that this emailmessage was deferred.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-11

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent EmailDataDisplay NameResponse Timeof the Agent inSeconds -Average [C]Response Timeof the Agent inMinutes -Average [C]Response Timeof the Agent inHours - Average[C]Response Timeto the Customerin Seconds -Average [C]Response Timeto the Customerin Minutes -Average [C]Response Timeto the Customerin Hours -Average [C]View FieldNameDatabase field &source(EMAgtRespondTime/ EMAnsd)EMAgtRespondTime /(EMAnsd * 60)EMAgtRespondTime /(EMAnsd * 3600)(EMCustRespondTime / EMAnsd)EMCustRespondTime/ (EMAnsd * 60)EMCustRespondTime/ (EMAnsd * 3600)Table B-2 Agent Email Data (Sheet 3 of 3)DescriptionThe average number of secondsthat it took for the agent to respondto the email message excludingdeferred time.The average number of minutesthat it took for the agent to respondto the email message excludingdeferred time.The average number of hours that ittook for the agent to respond to theemail message excluding deferredtime.The average number of secondsthat it took to respond to the emailmessage from the customer’sperspective.The average number of minutesthat it took to respond to the emailmessage from the customer’sperspective.The average number of hours that ittook to respond to the emailmessage from the customer’sperspective.A31003-S2251-A200-4-76A9, August 2004B-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataB.2.3Agent Callback Data and Agent Callback Data by Callback OriginSource table: (1) CallbackAgtFifteenAgentCallbackDataDisplayNameOfferedAcceptedDeletedSucceededRetried [C]Ignored [C]Talk TimePut on HoldHold TimeTransferredTable B-3ViewFieldNameCBOfferedCBAcceptedCBDeletedCBSucceededCBRetriesCBIgnoredCBTalktimeCBHoldCountCBHoldTimeCBTransferredDatabase field& sourceCallbacksOffered (1)NumAccepted(1)DescriptionThe number of callbacks offered but notnecessarily answered by the agent.The number of callbacks that the agent actuallyaccepted.NumDeleted (1) The number of callbacks that the agent deleted.NumSucceeded(1)NumAccepted(1) -NumSucceeded(1)CallbacksOffered(1) -NumAccepted(1) -NumDeleted(1)TotalTalkTime(1)NumHold (1)TotalHoldTime(1)Agent Callback DataThe number of callbacks that the agent acceptedand then managed to talk to the customer.The number of callbacks that the agent acceptedand had to be retried.The number of callbacks that the agent ignored.The number of seconds that the agent spenttalking to the customer.The number of times that the callbacks were puton hold.The number of seconds that the callbacks werekept on hold.NumTransfer (1) The number of times that the callbacks weretransferred.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-13

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchB.2.4Agent Non-Contact Center Voice DataSource tables:1. AgentFifteenMin where HandlingType = Non Contact Center Incoming (NAINC)2. 3. AgentFifteenMin where HandlingType = Non Contact Center Outgoing (NAOUT)4. AgentFifteenMin where HandlingType = Non Contact Center Internal (NAINT)Agent NCCVoice DataDisplay NameAnswered -Non-CC InAnswered -Non-CC IntAnswered -Non-CC OutCalls under 10seconds - Non-CC InCalls under 10seconds - Non-CC IntCalls under 10seconds - Non-CC OutConsult Count -Non-CC InConsult Count -Non-CC IntConsult Count -Non-CC OutConsult Time -Non-CC InView FieldNameAnsd_NCCINAnsd_NCCINTAnsd_NCCOUTCallsUnder10_NCINCallsUnder10_NCINTCallsUnder10_NCOUTConsultcount_NCCINConsultcount_NCCINTConsultcount_NCCOUTConsultTime_NCCINDatabasefield &sourceNumHandledPrim (1)NumHandledPrim (4)NumHandledPrim (3)CallsUnder10(1)CallsUnder10(4)CallsUnder10(3)ConsultCountPrim (1)ConsultCountPrim (4)ConsultCountPrim (3)ConsultTimePrim (1)DescriptionNumber of Non Contact Center Incoming callsthat were answered.Number of Non Contact Center Internal callsthat were answered.Number of Non Contact Center Outgoing callsthat were answered.Number of Non Contact Center Incoming callsthat were talked to for 10 seconds or less.Number of Non Contact Center Internal callsthat were talked to for 10 seconds or less.Number of Non Contact Center Outgoing callsthat were talked to for 10 seconds or less.Number of times that Non Contact CenterIncoming calls were put on hold for aconsultation.Number of times that Non Contact CenterInternal calls were put on hold for aconsultation.Number of times that Non Contact CenterOutgoing calls were put on hold for aconsultation.Total consult time, in seconds, that agentspent on Non Contact Center Incoming calls.Table B-4 Agent Non-Contact Center Telephony Data (Sheet 1 of 3)A31003-S2251-A200-4-76A9, August 2004B-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAgent NCCVoice DataDisplay NameConsult Time -Non-CC IntConsult Time -Non-CC OutHold Count -Non-CC InHold Count -Non-CC IntHold Count -Non-CC OutHold Time -Non-CC InHold Time -Non-CC IntHold Time -Non-CC OutParked - Non-CC InParked - Non-CC IntParked - Non-CC OutReceived - Non-CC InReceived - Non-CC IntRing Time -Non-CC InRing Time -Non-CC IntRing Time -Non-CC OutView FieldNameConsultTime_NCCINTConsultTime_NCCOUTHoldcount_NCCINHoldcount_NCCINTHoldcount_NCCOUTHoldTime_NCCINHoldTime_NCCINTHoldTime_NCCOUTParked_NCCINParked_NCCINTParked_NCCOUTRcvd_NCCINRcvd_NCCINTRingTime_NCCINRingTime_NCCINTRingTime_NCCOUTDatabasefield &sourceConsultTimePrim (4)ConsultTimePrim (3)HoldCountPrim (1)HoldCountPrim (4)HoldCountPrim (3)HoldTimePrim (1)HoldTimePrim (4)HoldTimePrim (3)ParkCount(1)ParkCount(4)ParkCount(3)NumOfferedPrim (1)NumOfferedPrim (4)RingTimePrim (1)RingTimePrim (4)RingTimePrim (3)DescriptionTotal consult time, in seconds, that agentspent on Non Contact Center Internal calls.Total consult time, in seconds, that agentspent on Non Contact Center Outgoing calls.Number of times that Non Contact CenterIncoming calls were put on hold.Number of times that Non Contact CenterInternal calls were put on hold.Number of times that Non Contact CenterOutgoing calls were put on hold.Total hold time, in seconds, that agent spenton Non Contact Center Incoming calls.Total hold time, in seconds, that agent spenton Non Contact Center Internal calls.Total hold time, in seconds, that agent spenton Non Contact Center Outgoing calls.Number of Non Contact Center Incoming callsthat were parked.Number of Non Contact Center Internal callsthat were parked.Number of Non Contact Center Outgoing callsthat were parked.Number of Non Contact Center Incoming callsthat were received or made.Number of Non Contact Center Internal callsthat were received or made.Total ring time, in seconds, that agent spent onNon Contact Center Incoming calls.Total ring time, in seconds, that agent spent onNon Contact Center Internal calls.Total ring time, in seconds, that agent spent onNon Contact Center Outgoing calls.Table B-4 Agent Non-Contact Center Telephony Data (Sheet 2 of 3)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-15

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent NCCVoice DataDisplay NameTalk Time - Non-CC InTalk Time --Non-CC In -Average [C]Talk Time - Non-CC IntTalk Time - Non-CC Int -Average [C]Talk Time - Non-CC OutTalk Time - Non-CC Out -Average [C]Transferred -Non-CC InTransferred -Non-CC IntTransferred -Non-CC OutView FieldNameTalkTime_NCCINTalkTime_NCCINTTalkTime_NCCOUTTransferred_NCCINTransferred_NCCINTTransferred_NCCOUTDatabasefield &sourceTalkTimePrim(1)TalkTime_NCCIN /Ansd_NCCINTalkTimePrim(4)TalkTime_NCCINT /Ansd_NCCINTTalkTimePrim(3)TalkTime_NCCOUT /Ansd_NCCOUTTransferCount (1)TransferCount (4)TransferCount (3)DescriptionTotal talk time, in seconds, that agent spent onNon Contact Center Incoming calls.The average amount of time that agentstalked on Non-Contact Center Incoming calls..Total talk time, in seconds, that agent spent onNon Contact Center Internal calls.The average amount of time that agentstalked on Non-Contact Center Internal calls.Total talk time, in seconds, that agent spent onNon Contact Center Outgoing calls.The average amount of time that agentstalked on Non-Contact Center Outgoing calls.Number of Non Contact Center Incoming callsthat were transferred.Number of Non Contact Center Internal callsthat were transferred.Number of Non Contact Center Outgoing callsthat were transferred.Table B-4 Agent Non-Contact Center Telephony Data (Sheet 3 of 3)A31003-S2251-A200-4-76A9, August 2004B-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataB.2.5Agent Chat DataSource table: (1) AgentFifteenMin where HandlingType = ChatAgent ChatDataDisplayNameAccepted -ChatFailed -Chat [C]Failed -Percentageof calls -Chat [C]NotAccepted -Percentageof calls -Chat [C]NotAccepted -Chat [C]Offered -ChatRing Time -ChatRing Time -ChatAverage [C]Successful -ChatView FieldNameChatAcceptedDatabase field &sourceNumHandledPrim(1)ChatFailed ChatAccepted -ChatSuccessfulChatNotAcceptedChatOfferedChatRingTimeChatSuccessful(ChatAccepted –ChatSuccessful) /ChatOffered * 100(ChatOffered –ChatAccepted) /ChatOffered * 100ChatOffered -ChatAcceptedDescriptionThe number of Chat requests accepted bythe agent.The number of Chat requests that the agentwas offered, but by the time that the agentstarted the call, the customer had given upor declined to accept the call.Percentage of Chat requests where theagent failed to talk to the customer.Percentage of Chat requests that were notaccepted by the agent.The number of chat requests that the agentwas offered but did not respond to (Ring noanswer equivalent).NumOfferedPrim (1) The number of chat requests offered to thisagent.RingTimePrim (1) The number of seconds that chat requestswere “ringing” at the agent’s station, i.e.were waiting at the station for the agent toaccept the call.ChatRingTime /ChatOfferedNumSuccessful (1)Table B-5 Agent Chat Data (Sheet 1 of 2)The average number of seconds that thechat request was “ringing” at the agent’sstation, i.e. was waiting at the station for theagent to accept the call.The number of chat requests answered bythe agent where the agent and the customeractually talked.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-17

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAgent ChatDataDisplayNameSuccessful -Percentageof calls –Chat [C]Talk Time -ChatTalk Time -ChatAverage [C]View FieldNameChatTalkTimeDatabase field &sourceChatSuccessful /ChatOffered * 100TalkTimePrim (1)ChatTalkTime /ChatSuccessfulTable B-5 Agent Chat Data (Sheet 2 of 2)DescriptionPercentage of chat requests where theagent talked to the customer.The number of seconds that the agent spenttalking to the customer on chat sessions.The average number of seconds that theagent spent talking to the customer on chatsessions.A31003-S2251-A200-4-76A9, August 2004B-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataB.2.6All Possible Agent DataSource tables:1. AgentFifteenMin2. AgentFifteenMin where HandlingType = Contact Center Incoming3. AgentFifteenMin where HandlingType = Contact Center Outgoing (RROutBound)4. AgentStateFifteen5. AgentFifteenMin where HandlingType = Email6. AgentTTFifteenMin where RoutingType = Email and TermType in a. AgentReplied, b.ForwardedToAgent, c. TransferredToQueue, d. Discarded and e. DeferTakeBack7. CallbackAgtFifteen8. AgentFifteenMin where HandlingType = Non Contact Center Incoming (NAINC)9. AgenttFifteenMin where HandlingType = Chat10. 11. AgentFifteenMin where HandlingType = Non Contact Center Outgoing (NAOUT)12. AgentFifteenMin Where HandlingType = Non Contact Center Internal (NAINC)All PossibleAgent DataDisplay NameAccepted -ChatAnswered -CallbackAnswered - CC[C]View FieldNameChatAcceptedAnsd_CCOutDatabase field& sourceNumHandledPrim (9)NumHandledPrim (3)Ansd_CC Ansd_CCT +EMAnsd +ChatSuccessfulTable B-6 All Possible Agent Data (Sheet 1 of 20)DescriptionThe number of Chat requests accepted bythe agent.Number of Contact Center outgoing callsthat were made by the agent (Callbacks).This does not necessarily mean that theagent was able to talk to the customer.Nevertheless, he was working on thecallback.Total Contact Center contacts answeredby the agent. Please note that callbacksare applied here and in total received.Also note that only chat requests whichsucceeded are counted.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-19

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameAnswered - CCAll Voice [C]Answered - CCIncoming [C]Answered - CCIncomingOverflowAnswered - CCIncomingPrimaryAnswered -Non-CC InAnswered -Non-CC IntAnswered -Non-CC OutAvailable StateCountAvailable StateTimeAvailable StateTime -Percentage ofLogon Time [C]Busy StateCountBusy StateTimeCallbacks -AcceptedCallbacks -DeletedView FieldNameAnsd_CCT Ansd_CCIn +Ansd_CCOutAnsd_CCIn Ansd_O_CCIn +Ansd_P_CCInAnsd_O_CCIn NumHandledOver (2)Ansd_P_CCInNumHandledPrim (2)Ansd_NCCIN NumHandledPrim (8)Ansd_NCCINT NumHandledPrim (12)Ansd_NCCOUTNumHandledPrim (11)Total Contact Center calls (voice)answered by the agent. Please note thatcallbacks are applied here and in totalreceived.Number of Contact Center incoming callsthat were answered.Number of Contact Center Overflowincoming calls that were answered(Applies to FlexRouted calls only.)Number of Contact Center Primaryincoming contacts that were answered.Number of Non Contact Center Incomingcontacts that were answered.Number of Non Contact Center Internalcontacts that were answered.Number of Non Contact Center Outgoingcontacts that were answered.AvailCount AvailCount (4) Number of times agent exited theavailable state.AvailDuration AvailDur (4) Number of seconds that the agent spentin the available state.(AvailDuration /Logontime) *100The percentage of logged on time spentin the available state.BusyCount BusyCount (4) Number of times agent exited the busystate.BusyDuration BusyDur (4) Number of seconds that the agent spentin the busy state.CBAcceptedCBDeletedDatabase field& sourceNumAccepted(7)Table B-6 All Possible Agent Data (Sheet 2 of 20)DescriptionThe number of callbacks that the agentactually accepted.NumDeleted (7) The number of callbacks that the agentdeleted.A31003-S2251-A200-4-76A9, August 2004B-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameCallbacks -Hold TimeCallbacks -Ignored [C]Callbacks -OfferedCallbacks - Puton HoldCallbacks -Retried [C]Callbacks -SucceededCallbacks - TalkTimeCallbacks -TransferredCalls under 10Seconds -CallbackCalls under 10Seconds - CCAll Voice [C]Calls under 10Seconds - CCIncomingCalls under 10Seconds - Non-CC InCalls under 10Seconds - Non-CC IntView FieldNameCBHoldTime TotalHoldTime(7)CBIgnored CBOffered -CBAccepted -CBDeletedCBOffered CallbacksOffered (7)The number of seconds that the callbackswere kept on hold.The number of callbacks that the agentignored.The number of callbacks offered but notnecessarily answered by the agent.CBHoldCount NumHold (7) The number of times that the callbackswere put on hold.CBRetries CBAccepted -CBSucceededCBSucceeded NumSucceeded(7)CBTalktimeCBTransferredCallsUnder10_CCOutCallsUnder10_CCTCallsUnder10_CCInCallsUnder10_NCINCallsUnder10_NCINTDatabase field& sourceTotalTalkTime(7)The number of callbacks that the agentaccepted and had to be retried.The number of callbacks that the agentaccepted and then managed to talk to thecustomer.The number of seconds that the agentspent talking to the customer.NumTransfer (7) The number of times that the callbackswere transferred.CallsUnder10(3)CallsUnder10_CCIn +CallsUnder10_CCOutCallsUnder10(2)CallsUnder10(8)CallsUnder10(12)Table B-6 All Possible Agent Data (Sheet 3 of 20)DescriptionNumber of Contact Center outgoing callsthat were talked to for 10 seconds or less(Callbacks).Number of Contact Center calls that weretalked to for 10 seconds or less.Number of Contact Center incomingcontacts that were talked to for 10seconds or less.Number of Non Contact Center Incomingcontacts that were talked to for 10seconds or less.Number of Non Contact Center Internalcontacts that were talked to for 10seconds or less.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-21

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameCalls under 10Seconds - Non-CC OutConsult Count -Non-CC InConsult Count -Non-CC IntConsult Count -Non-CC OutConsult Count -CallbackConsult Count -CC All Voice [C]Consult Count -CC Incoming[C]Consult Count -CC IncomingOverflowConsult Count -CC IncomingPrimaryConsult Time -CallbackConsult Time -CC All Voice -Average [C]View FieldNameCallsUnder10_NCOUTConsultcount_NCCINConsultcount_NCCINTConsultcount_NCCOUTConsult_CCOutCallsUnder10(11)ConsultCountPrim (8)ConsultCountPrim (12)ConsultCountPrim (11)ConsultCountPrim (3)Consult_CCT Consult_CCIn +Consult_CCOutConsult_CCInConsult_O_CCInConsult_P_CCInConsultTime_CCOutDatabase field& sourceConsult_O_CCIn +Consult_P_CCInConsultCountOver (2)ConsultCountPrim (2)ConsultTimePrim (3)ConsultTime_CCT /Consult_CCTTable B-6 All Possible Agent Data (Sheet 4 of 20)DescriptionNumber of Non Contact Center Outgoingcontacts that were talked to for 10seconds or less.Number of times that Non Contact CenterIncoming contacts were put on hold for aconsultation.Number of times that Non Contact CenterInternal contacts were put on hold for aconsultation.Number of times that Non Contact CenterOutgoing contacts were put on hold for aconsultation.Number of times that Contact Centeroutgoing calls were put on hold for aconsultation (Callbacks).The total number of times that ContactCenter contacts were held for consulting.Number of times that Contact Centerincoming contacts were put on hold for aconsultation.Number of times that Contact CenterOverflow incoming contacts were put onhold for a consultation (Applies toFlexRouted calls only.).Number of times that Contact CenterPrimary incoming contacts were put onhold for a consultation.Total consult time, in seconds, that agentspent on outgoing Contact Center calls(Callbacks).The average number of seconds that aContact Center call was consulted.A31003-S2251-A200-4-76A9, August 2004B-22 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameConsult Time -CC All Voice [C]Consult Time -CC Incoming[C]Consult Time -CC IncomingOverflowConsult Time -CC IncomingPrimaryConsult Time -Non-CC InConsult Time -Non-CC IntConsult Time -Non-CC OutDialing StateCountDialing StateTimeEmail DeferredCountView FieldNameConsultTime_CCTConsultTime_CCInConsultTime_O_CCInConsultTime_P_CCInConsultTime_NCCINConsultTime_NCCINTConsultTime_NCCOUTDialingCountDialingDurationEMDeferredCountDatabase field& sourceConsultTime_CCIn +ConsultTime_CCOutConsultTime_O_CCIn +ConsultTime_P_CCInConsultTimeOver (2)ConsultTimePrim (2)ConsultTimePrim (8)ConsultTimePrim (12)ConsultTimePrim (11)The total number of seconds that ContactCenter calls were consulted.Total consult time, in seconds, that agentspent on incoming Contact Centercontacts.Total consult time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRouted callsonly.).Total consult time, in seconds, that agentspent on Primary incoming ContactCenter contacts.Total consult time, in seconds, that agentspent on Non Contact Center Incomingcontacts.Total consult time, in seconds, that agentspent on Non Contact Center Internalcontacts.Total consult time, in seconds, that agentspent on Non Contact Center Outgoingcontacts.DialingCount (4) Number of times agent exited the dialingstate.DialingDur (4) Number of seconds that the agent spentin the dialing state.Sum ofTotHoldCount(6) of all 5TermTypesTable B-6 All Possible Agent Data (Sheet 5 of 20)DescriptionThe number of times that this emailmessage was deferred.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-23

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameEmail DeferredTimeEmail DeferredTime whileLogged onEmail QueueTime at theEmail ServerEmail QueueTime in HiPathProCenterEmailResponseTime of theAgent in Hours- Average [C]EmailResponseTime of theAgent in Hours[C]EmailResponseTime of theAgent inMinutes -Average [C]EmailResponseTime of theAgent inMinutes [C]View FieldNameEMTotDeferredTimeEMLogonDeferTimeEMSrvrWaitTimeEMHPPQueueTimeDatabase field& sourceSum ofTotHoldTime (6)of all 5TermTypesSum ofTotConsultTime(6) of all 5TermTypesSum ofPrequeueWaitTime (6) of all 5TermTypesSum ofRRQueueTime(6) of all 5TermTypesEMAgtRespondTime / EMAnsd* 3600)(EMAgtRespondTime ) / 3600EMAgtRespondTime / (EMAnsd* 60)(EMAgtRespondTime) / 60Table B-6 All Possible Agent Data (Sheet 6 of 20)DescriptionThe total number of seconds that theemail message was deferred.The number of seconds that the emailmessage was deferred while the agentwas logged on.The number of seconds that the emailmessage waited at the Email serverbefore reaching the RésuméRoutingEmail server.The number of seconds that the emailmessage waited in the HiPath ProCenterqueue before an agent accepted it.The average number of hours that it tookfor the agent to respond to the emailmessage excluding deferred time.The number of hours that it took for theagent to respond to the email messageexcluding deferred time.The average number of minutes that ittook for the agent to respond to the emailmessage excluding deferred time.The number of minutes that it took for theagent to respond to the email messageexcluding deferred time.A31003-S2251-A200-4-76A9, August 2004B-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameEmailResponseTime of theAgent inSecondsEmailResponseTime of theAgent inSeconds -Average [C]EmailResponseTime to theCustomer inHours -Average [C]EmailResponseTime to theCustomer inHours [C]EmailResponseTime to theCustomer inMinutes -Average [C]EmailResponseTime to theCustomer inMinutes [C]View FieldNameEMAgtRespondTimeDatabase field& sourceSum of(TotTalkTime -TotHoldTime) ofall 5 TermTypes(EMAgtRespondTime /EMAnsd)EMCustRespondTime / EMAnsd* 3600)EMCustRespondTime) / 3600EMCustRespondTime / EMAnsd* 60)EMCustRespondTime) / 60Table B-6 All Possible Agent Data (Sheet 7 of 20)DescriptionThe number of seconds that it took for theagent to respond to the email messageexcluding deferred time.The average number of seconds that ittook for the agent to respond to the emailmessage excluding deferred time.The average number of hours that it tookto respond to the email message from thecustomer’s perspective.The number of hours that it took torespond to the email message from thecustomer’s perspective.The average number of minutes that ittook to respond to the email messagefrom the customer’s perspective.The number of minutes that it took torespond to the email message from thecustomer’s perspective.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-25

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameEmailResponseTime to theCustomer inSecondsEmailResponseTime to theCustomer inSeconds -Average [C]Email StateCountEmail StateTimeEmailsAssignedEmailsForwarded toanother AgentEmailsDiscardedView FieldNameEMCustRespondTimeEmailCountEmailDurationEMAssignedEMFwdAgtEMDiscardedDatabase field& sourceSum of(TotTalkTime +TotWaitTime) ofall 5 TermTypes(EMCustRespondTime /EMAnsd)NumHandledPrim (5)TalkTimePrim(5)Sum ofTermTypeCount(6) of all 5TermTypesTermTypeCount(6b)MsgResolved(6)Table B-6 All Possible Agent Data (Sheet 8 of 20)DescriptionThe number of seconds that it took torespond to the email message from thecustomer’s perspective.The average number of seconds that ittook to respond to the email messagefrom the customer’s perspective.The number of times that the agent exitedthe “working on email state” in this timeinterval.This is different from the number of emailmessages as this can include not onlyemail messages received and completedin this interval, but the count of emailmessages that the agent resumedhandling.The amount of time that the agent spent inthis time interval working on emailmessage.The number of email messages assignedto the agent.The number of email messages that wereassigned to the agent and then forwardedto another agent.The number of email messages that wereassigned to the agent and discarded insome other manner.A31003-S2251-A200-4-76A9, August 2004B-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameEmails Workedon [C]Emails WrittentoFailed - Chat[C]Failed -Percentage ofcalls - Chat [C]Hold Count -CallbackHold Count -CC [C]Hold Count -CC All Voice [C]Hold Count -CC Incoming[C]Hold Count -CC IncomingOverflowHold Count -CC IncomingPrimaryHold Count -Non-CC InView FieldNameEMAnsd EMWritten +EMFwdAgt +EMDiscarded +EMDeferredrecallEMWritten TermTypeCount(6a)ChatFailed ChatAccepted -ChatSuccessfulHold_CCOut(ChatAccepted–ChatSuccessful)/ ChatOffered *100HoldCountPrim(3)Hold_CC Hold_CCT +EMDeferredCountHold_CCT Hold_CCIn +Hold_CCOutHold_CCIn Hold_O_CCIn +Hold_P_CCInHold_O_CCInHold_P_CCInHoldcount_NCCINDatabase field& sourceHoldCountOver(2)HoldCountPrim(2)HoldCountPrim(8)Table B-6 All Possible Agent Data (Sheet 9 of 20)DescriptionThe number of email messages that theagent actually worked on.The number of email messages that theagent actually wrote back to.The number of chat requests that theagent was offered, but by the time that theagent started the call, the customer hadgiven up or declined to accept the call.Percentage of chat requests where theagent failed to talk to the customer.Number of times that Contact Centeroutgoing calls were put on hold(Callbacks)The total number of times that ContactCenter contacts were heldThe total number of times that ContactCenter calls were held.Number of times that Contact Centerincoming calls were put on hold.Number of times that Contact CenterOverflow incoming calls were put on hold(Applies to FlexRouted calls only).Number of times that Contact CenterPrimary incoming calls were put on hold.Number of times that Non Contact CenterIncoming calls were put on holdA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-27

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameHold Count -Non-CC IntHold Count -Non-CC OutHold Time -CallbackHold Time - CC[C]Hold Time - CC- Average [C]Hold Time - CCAll Voice -Average [C]Hold Time - CCAll Voice [C]Hold Time - CCIncoming [C]Hold Time - CCIncomingOverflowHold Time - CCIncomingPrimaryHold Time -Non-CC InView FieldNameHoldcount_NCCINTHoldcount_NCCOUTHoldTime_CCOutHoldTime_CCHoldTime_CCTHoldTime_CCInHoldTime_O_CCInHoldTime_P_CCInHoldTime_NCCINDatabase field& sourceHoldCountPrim(12)HoldCountPrim(11)HoldTimePrim(3)HoldTime_CCT+EMLogonDeferTimeHoldTime_CC /Hold_CCHoldTime_CCT/ Hold_CCTHoldTime_CCIn+HoldTime_CCOutHoldTime_O_CCIn +HoldTime_P_CCInHoldTimeOver(2)HoldTimePrim(2)HoldTimePrim(8)Table B-6 All Possible Agent Data (Sheet 10 of 20)DescriptionNumber of times that Non Contact CenterInternal calls were put on hold.Number of times that Non Contact CenterOutgoing calls were put on hold.Total hold time, in seconds, that agentspent on outgoing Contact Center calls(Callbacks).The total number of seconds that ContactCenter contacts were on hold.The average number of seconds thatContact Center contacts were held.The average number of seconds thatContact Center calls were held.The total number of seconds that ContactCenter calls were on hold.Total hold time, in seconds, that agentspent on incoming Contact Centercontacts.Total hold time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRouted callsonly).Total hold time, in seconds, that agentspent on Primary incoming ContactCenter contacts.Total hold time, in seconds, that agentspent on Non Contact Center Incomingcontacts.A31003-S2251-A200-4-76A9, August 2004B-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameHold Time -Non-CC IntHold Time -Non-CC OutHold/ConsultCount -Callback [C]Hold/ConsultCount - CC [C]Hold/ConsultCount - CC AllVoice [C]Hold/ConsultCount - CCIncoming [C]Hold/ConsultTime - Callback[C]Hold/ConsultTime - CC [C]Hold/ConsultTime - CC -Average [C]Hold/ConsultTime - CC AllVoice- Average[C]View FieldNameHoldTime_NCCINTHoldTime_NCCOUTHoldConsult_CCOutHoldConsult_CCHoldConsult_CCTHoldConsult_CCInHoldConsTime_CCOutHoldConsTime_CCDatabase field& sourceHoldTimePrim(12)HoldTimePrim(11)Hold_CCOut +Consult_CCOutHold_CC +Consult_CCTHold_CCT +Consult_CCTHold_CCIn +Consult_CCInHoldTime_CCOut +ConsultTime_CCOutHoldTime_CC +ConsultTime_CCTHoldConsTime_CC /HoldConsult_CCHoldConsTime_CCT /HoldConsult_CCTTable B-6 All Possible Agent Data (Sheet 11 of 20)DescriptionTotal hold time, in seconds, that agentspent on Non Contact Center Internalcontacts.Total hold time, in seconds, that agentspent on Non Contact Center Outgoingcontacts.Number of times that Contact Centeroutgoing calls were put on hold or put onhold for a consultation (Callbacks).The total number of times that ContactCenter contacts were held (Includesconsults).The total number of times that ContactCenter calls were held (Includesconsults).Number of times that Contact Centerincoming calls were put on hold orconsulted.Total hold and consult time, in seconds,that agent spent on outgoing ContactCenter calls (Callbacks).The total number of seconds that ContactCenter contacts were on hold orconsulted.The average number of seconds thatContact Center contacts were held orconsulted.The average number of seconds thatContact Center calls were held orconsulted.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-29

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameHold/ConsultTime - CC AllVoice [C]Hold/ConsultTime - CCIncoming [C]HourlyHandling Rate -CC [C]HourlyHandling Rate -CC All Voice [C]Ignored - CC[C]Involved Time -Percentage ofCC Time inLogon Time [C]Involved Time -CC [C]Involved Time -CC All Voice [C]Involved Time -CC All Voice -Average [C]Involved Time -CC -Average[C]View FieldNameHoldConsTime_CCTHoldConsTime_CCInHoldTime_CCT+ConsultTime_CCTHoldTime_CCIn+ConsultTime_CCIn(3600 *Ansd_CC) /Logontime(3600 *Ansd_CCT) /LogontimeIgnored_CC CBIgnored +(ChatOffered -ChatAccepted)InvolvedTime_CCInvolvedTime_CCTDatabase field& source(InvolvedTime_CC / Logontime)* 100TalkTime_CC +WorkDurationTalkTime_CCT+ WorkDurationInvolvedTime_CCT / Ansd_CCInvolvedTime_CC / Ansd_CCTable B-6 All Possible Agent Data (Sheet 12 of 20)DescriptionThe total number of seconds that ContactCenter calls were on hold or consulted.The total number of seconds thatincoming Contact Center contacts wereon hold or consulted.The hourly handling rate for ContactCenters contacts.The hourly handling rate for ContactCenter contacts.Number of contacts ignored or notaccepted.The percentage of logged on time spenteither talking or working.The number of seconds to handlecontacts including the work timenecessary for the contacts.The number of seconds to handle callsincluding the work time necessary for thecalls.The average number of seconds tohandle a call, including the work time.The average number of seconds tohandle contacts, including the work time.A31003-S2251-A200-4-76A9, August 2004B-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameInvolved Time -Percentage ofCC All VoiceTime in LogonTime [C](InvolvedTime_CCT /Logontime) *100The percentage of logged on time spenteither talking on a call or working.Logon Time LogonTime LogonTime (4) Number of seconds that the agent islogged on during this periodNot Accepted -Percentage ofcalls - Chat [C]Not Accepted -Chat [C]Not Answered -CC [C]ChatNotAcceptedNotAnswered_CC(ChatOffered –ChatAccepted) /ChatOffered *100ChatOffered -ChatAcceptedRcvd_CCIn -Ansd_CCIn +(ChatAccepted -ChatSuccessful)Offered - Chat ChatOffered NumOfferedPrim (9)Other StateCount [C]Other StateTime -Percentage ofLogon Time[C]View FieldNameDatabase field& sourceothercount DialingCount +QueuedCount +OutofServCount+ BusyCount +UnknownCount+ Rcvd_CCT(otherduration) /Logontime) *100Table B-6 All Possible Agent Data (Sheet 13 of 20)DescriptionPercentage of chat requests that were notaccepted by the agent.The number of chat requests that theagent was offered but did not respond to(Ring no answer equivalent).The number of contacts which were notanswered by the agent, either becausethe contact abandoned or ring-no-answerforwarded elsewhere.The number of chat requests offered tothis agent.The count of times exited the “other”states (i.e. listening to tones, etc.).The percentage of logged on time spentin the other states.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-31

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameOther StateTime [C]Out of ServiceState CountOut of ServiceState TimeParked -CallbackParked - CC AllVoice [C]Parked - CCIncomingParked - Non-CC InParked - Non-CC IntParked - Non-CC OutQueued StateCountQueued StateTimeReceived - CC[C]View FieldNameotherdurationOutofServCountOutofServDurationDialingDuration+QueuedDuration +OutofServDuration +BusyDuration +UnknownDuration +RingTime_CCTOutofServiceCount (4)OutofServiceDur (4)Parked_CCOut ParkCount (3)Parked_CCT Parked_CCIn +Parked_CCOutThe total time in seconds spent doing“other” things, such as listening to tones,and so on.Number of times agent exited the out ofservice state.Number of seconds that the agent spentin the out of service state.Number of Contact Center outgoing callsthat were parked (Callbacks).Total number of contact center calls thatwere parked.Parked_CCIn ParkCount (2) Number of Contact Center incoming callsthat were parked.Parked_NCCINParked_NCCINTParked_NCCOUTQueuedCountQueuedDurationDatabase field& sourceParkCount (8)ParkCount (12)ParkCount (11)QueuedCount(4)QueuedDur (4)Rcvd_CC Rcvd_CCT +EMAssigned +ChatOfferedTable B-6 All Possible Agent Data (Sheet 14 of 20)DescriptionNumber of Non Contact Center Incomingcalls that were parked.Number of Non Contact Center Internalcalls that were parked.Number of Non Contact Center Outgoingcalls that were parked.Number of times agent exited the queuedstate.Number of seconds that the agent spentin the queued state.Total Contact Center contacts received ormade by the agent. Please note thatcallbacks are applied here and in totalanswered.A31003-S2251-A200-4-76A9, August 2004B-32 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameReceived - CCAll Voice [C]Received - CCIncoming [C]Received - CCIncomingOverflowReceived - CCIncomingPrimaryReceived -Non-CC InReceived -Non-CC IntRing Time - CC[C]Ring Time -ChatRing Time -CallbackRing Time - CC- Average [C]Ring Time - CCAll Voice -Average [C]View FieldNameRcvd_CCT Rcvd_CCIn +Ansd_CCOutRcvd_CCIn Rcvd_O_CCIn +Rcvd_P_CCInRcvd_O_CCIn NumOfferedOver (2)Rcvd_P_CCInNumOfferedPrim (2)Rcvd_NCCIN NumOfferedPrim (8)Rcvd_NCCINT NumOfferedPrim (12)RingTime_CC RingTime_CCT+ ChatRingTimeChatRingTimeRingTime_CCOutDatabase field& sourceRingTimePrim(9)RingTimePrim(3)RingTime_CC /Ansd_CCRingTime_CCT/ Ansd_CCTTable B-6 All Possible Agent Data (Sheet 15 of 20)DescriptionTotal Contact Center calls (voice)received or made by the agent. Pleasenote that callbacks are applied here andin total answered.Number of Contact Center incomingcontacts that were received.Number of Contact Center Overflowincoming contacts that were received(Applies to FlexRouted calls only).Number of Contact Center Primaryincoming contacts that were received.Number of Non Contact Center Incomingcontacts that were received or made.Number of Non Contact Center Internalcontacts that were received or made.Total number of seconds that the agent’sphone spent ringing for contact centercontacts (Voice or Chat).The number of seconds that Chatcontacts were “ringing” at the agent’sstation, i.e. were waiting at the station forthe agent to accept the contact.Total ring time, in seconds, that agentspent on outgoing Contact Centercontacts (Callbacks).Average number of seconds that theagent’s phone spent ringing for contactcenter calls.Average number of seconds that theagent’s phone spent ringing for contactcenter calls.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-33

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameRing Time - CCAll Voice [C]Ring Time - CCIncoming [C]Ring Time - CCIncomingOverflowRing Time - CCIncomingPrimaryRing Time -Chat Average[C]Ring Time -Non-CC InRing Time -Non-CC IntRing Time -Non-CC OutSuccessful -ChatSuccessful -Percentage ofcalls – Chat [C]View FieldNameRingTime_CCTRingTime_CCInRingTime_O_CCInRingTime_P_CCInRingTime_NCCINRingTime_NCCINTRingTime_NCCOUTChatSuccessfulDatabase field& sourceRingTime_CCIn+RingTime_CCOutRingTime_O_CCIn +RingTime_P_CCInRingTimeOver(2)RingTimePrim(2)ChatRingTime /ChatOfferedRingTimePrim(8)RingTimePrim(12)RingTimePrim(11)NumSuccessful(9)ChatSuccessful/ ChatOffered *100Table B-6 All Possible Agent Data (Sheet 16 of 20)DescriptionTotal number of seconds that the agent’sphone spent ringing for contact centercalls.Total ring time, in seconds, that agentspent on incoming Contact Centercontacts.Total ring time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRouted callsonly).Total ring time, in seconds, that agentspent on Primary incoming ContactCenter calls.The average number of seconds that theChat contact was “ringing” at the agent’sstation, i.e. was waiting at the station forthe agent to accept the contact.Total ring time, in seconds, that agentspent on Non Contact Center Incomingcontacts.Total ring time, in seconds, that agentspent on Non Contact Center Internalcontacts.Total ring time, in seconds, that agentspent on Non Contact Center Outgoingcontacts.The number of Chat contacts answeredby the agent where the agent and thecustomer actually talked.Percentage of Chat contacts where theagent talked to the customer.A31003-S2251-A200-4-76A9, August 2004B-34 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameTalk Time -ChatTalk Time -CallbackTalk Time - CC[C]Talk Time - CC- Average [C]Talk Time - CCAll Voice-Average [C]Talk Time - CCAll Voice [C]Talk Time - CCIncoming [C]Talk Time - CCIncomingOverflowTalk Time - CCIncomingPrimaryTalk Time -Chat Average[C]View FieldNameChatTalkTimeTalkTime_CCOutTalkTime_CCTalkTimePrim(9)TalkTimePrim(3)TalkTime_CCT+ ChatTalkTime+ EmailDurationTalkTime_CC /Ansd_CCTalkTime_CCT /Ansd_CCTTalkTime_CCT TalkTime_CCIn+TalkTime_CCOutTalkTime_CCInTalkTime_O_CCInTalkTime_P_CCInDatabase field& sourceTalkTime_O_CCIn +TalkTime_P_CCInTalkTimeOver(2)TalkTimePrim(2)ChatTalkTime /ChatSuccessfulTable B-6 All Possible Agent Data (Sheet 17 of 20)DescriptionThe number of seconds that the agentspent talking to the customer on Chatcontacts.Total talk time, in seconds, that agentspent on outgoing Contact Centercontacts (Callbacks).The total number of seconds to handleContact Center contacts. This includesthe time for handling chat contacts andthe time spent working on emailmessages (new or resumed) (that is, theworking on email state) for this timeinterval.Average number of seconds to handleContact Center contacts.Average number of seconds to handleContact Center calls.The total number of seconds to handle aContact Center call.Total talk time, in seconds, that agentspent on incoming Contact Centercontacts.Total talk time, in seconds, that agentspent on Overflow incoming ContactCenter calls (Applies to FlexRouted callsonly).Total talk time, in seconds, that agentspent on Primary incoming ContactCenter contacts.The average number of seconds that theagent spent talking to the customer onChat contacts.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-35

MRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameTalk Time -Non-CC InTalk Time -Non-CC InAverage [C]Talk Time -Non-CC IntTalk Time -Non-CC IntAverage [C]Talk Time -Non-CC OutTalk Time -Non-CC OutAverage [C]Talk Time -Percentage ofCC All VoiceTime in LogonTime [C]Talk Time-Percentage ofCC Time inLogon Time [C]Transferred -CallbackTransferred -CC [C]View FieldNameTalkTime_NCCINTalkTime_NCCINTTalkTime_NCCOUTXfer_CCOutDatabase field& sourceTalkTimePrim(8)TalkTime_NCCIN /Ansd_NCCINTalkTimePrim(12)TalkTime_NCCINT /Ansd_NCCINTTalkTimePrim(11)TalkTime_NCCOUT /Ansd_NCCOUT(TalkTime_CCT/Logontime) *100(TalkTime_CC /Logontime) *100TransferCount(3)Xfer_CC Xfer_CCT +EMFwdAgt +EMFwdCTTable B-6 All Possible Agent Data (Sheet 18 of 20)DescriptionTotal talk time, in seconds, that agentspent on Non Contact Center Incomingcontacts.The average amount of time that agentstalked on Non-Contact Center Incomingcontacts.Total talk time, in seconds, that agentspent on Non Contact Center Internalcontacts.The average amount of time that agentstalked on Non-Contact Center Internalcontacts.Total talk time, in seconds, that agentspent on Non Contact Center Outgoingcontacts.The average amount of time that agentstalked on Non-Contact Center Outgoingcontacts.The percentage of logged on time spentin talking to Contact Center customers.The percentage of logged on time spentin talking to Contact Center customers.Number of Contact Center outgoingcontacts that were transferred(Callbacks).Total number of contacts that weretransferred somewhere. This includes theemail messages that were forwarded andvoice calls that were transferred.A31003-S2251-A200-4-76A9, August 2004B-36 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterAgent DataAll PossibleAgent DataDisplay NameTransferred -CC All Voice [C]Transferred -CC IncomingTransferred -Non-CC InTransferred -Non-CC IntTransferred -Non-CC OutUnavailableState CountUnavailableState TimeUnavailableState Time -Percentage ofLogon Time[C]Unknown StateCountUnknown StateTimeWork StateCountWork StateTimeWork StateTime - CC -Average [C]Work StateTime - CC AllVoice- Average[C]View FieldNameXfer_CCT Xfer_CCIn +Xfer_CCOutXfer_CCInTransferred_NCCINTransferred_NCCINTTransferred_NCCOUTUnavailCountUnavailDurationTransferCount(2)TransferCount(8)TransferCount(12)TransferCount(11)UnavailCount(4)UnavailDur (4)(UnavailDuration / Logontime) *100UnknownCount UnknownCount(4)UnknownDurationDatabase field& sourceTotal number of contact center calls thatwere transferred.Number of Contact Center incomingcontacts that were transferred.Number of Non Contact Center Incomingcontacts that were transferred.Number of Non Contact Center Internalcontacts that were transferred.Number of Non Contact Center Outgoingcontacts that were transferred.Number of times agent exited theunavailable state.Number of seconds that the agent spentin the unavailable state.The percentage of logged on time spentin the unavailable state.Number of times agent exited theUnknown state.UnknownDur (4) Number of seconds that the agent spentin the unknown state.WorkCount WorkCount (4) Number of times agent exited the workstate.WorkDuration WorkDur (4) Number of seconds that the agent spentin the work state.WorkDuration /Ansd_CCWorkDuration /Ansd_CCTTable B-6 All Possible Agent Data (Sheet 19 of 20)DescriptionThe average number of seconds spent inthe work state per contact.The average number of seconds spent inthe work state per call.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-37

MRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataNur für den internen GebrauchAll PossibleAgent DataDisplay NameWork StateTime -Percentage ofLogon Time[C]B.3 Call Type DataSource tables:View FieldName1. CallTypeFifteenMin where RoutingType = RRVoice or Flex2. CallTypeFifteenMin where routing = Email3. CallTypeFifteenMin where RoutingType = Chat4. CallTypeFifteenMin where RoutingType = Email5. CallbackCTFifteen6. SystemParametersDatabase field& source(WorkDuration /Logontime) *100Table B-6 All Possible Agent Data (Sheet 20 of 20)DescriptionThe percentage of logged on time spentin the work state.Call TypeDataDisplayNameView FieldNamesl_numsl_denDatabase field & sourceStored proceduresp_SvcLvlNumStored proceduresp_SvcLvlDenomTable B-7 Call Type Data (Sheet 1 of 9)DescriptionReturns the numerator for theservice level calculation.This value is not externally visible tothe customer but is documentedhere to make the service levelcalculation understandable.Returns the denominator for theservice level calculation.This value is not externally visible tothe customer but is documentedhere to make the service levelcalculation understandable.A31003-S2251-A200-4-76A9, August 2004B-38 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataCall TypeDataDisplayNameAbandoned -Percentage[C]Abandoned[C]AbandonedoverThreshold [C]AbandonedunderThreshold [C]Answered -Percentage[C](Abandoned / Received) *100Abandoned NumAbandoned (1) +NumAbandoned (5) +NumUnsuccessful (5) +NumAbandoned (2)AbanOverThresholdAbanUnderThresholdAbandoned -AbanUnderThresholdAbnUnderThreshold (1) +AbnUnderThreshold (5) +AbnUnderThreshold (2)(Answered / Received) *100Answered [C] Answered NumAnswered (1) +NumAnswered (2) +NumAnswered (5)AnsweredunderThreshold [C]Callbacks -AttemptsView FieldNameAnsdUnderThresholdCBNumAttemptsDatabase field & sourceAnsUnderThreshold (1) +AnsUnderThreshold (2) +AnsUnderThreshold (5)NumAttempts (3)Table B-7 Call Type Data (Sheet 2 of 9)DescriptionThe percentage of receivedcontacts that abandoned.Number of contacts abandoned forthis call type. For Chat, it counts notonly the calls that dequeued fromthe Routing Server, but also callswhere the agent tried to reach thecustomer but could not do so. ForEmail, the number of emailsabandoned by the email server.Number of contacts that wereabandoned over the servicethreshold limitNumber of contacts that wereabandoned under the servicethreshold limit.The percentage of receivedcontacts that answered.Number of contacts answered forthis call type. For Chat, it countsonly those contacts were the agentactually talked to the customer. Foremail, it also counts those that areautoresponded.Number of contacts that wereanswered under the service levelthreshold limit. For Chat this islimited to the contacts where theagent talked to the customer.Number of attempts to do a callbackfor this set of keys, but notnecessarily accepted.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-39

MRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataNur für den internen GebrauchCall TypeDataDisplayNameCallbacks -AttemptsAcceptedCallbacks -DeletedCallbacks -Deleted -Percentage[C]Callbacks -Ignored [C]Callbacks -RequestsCallbacks -Retries [C]Callbacks -SucceededCallbacks -Succeeded -Percentage[C]Callbacks -TransferredEmailResponseTime to theCustomer inHours [C]View FieldNameCBNumAcceptedCBNumDeletedNumAccepted (3)NumDeleted (3)(CBNumDeleted /CBNumAttempts) * 100CBIgnored NumCalllbacks (3) -NumAccepted (3) -NumDeleted (3)CBNumCall NumCallbacks (3)backsCBRetries NumAccepted (3) -NumSucceeded (3)CBNumSuc NumSucceeded (3)ceeded(CBNumSucceeded /CBNumAttempts) * 100CBTransferredDatabase field & sourceNumTransfer (3)EMCustRespondTime /3600Table B-7 Call Type Data (Sheet 3 of 9)DescriptionNumber of callbacks accepted byany agent in all the attempts.The number of callbacks that weredeleted finally.The percentage of attemptedcallbacks that were deleted.The number of callback attemptsignored by the agent.Number of distinct callbacks thatwere created against these keys,but not necessarily answered.The number of callback attemptsthat had to be scheduled for retry.Number of callbacks thatsucceeded.The percentage of attemptedcallbacks that succeeded.Number of callbacks transferred.Number of seconds it took torespond to the email messagesfrom a customer’s perspective.A31003-S2251-A200-4-76A9, August 2004B-40 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataCall TypeDataDisplayNameEmailResponseTime to theCustomer inMinutes [C]EmailResponseTime to theCustomer inSecondsEmailsForwarded toa QueueEmails AutoRepliedEmailsDeferredTake BackEmailsDiscardedEmailsForwarded toanotherAgentEmails AgentRepliedView FieldNameEMCustRespondTimeEMFwdCTEMAutorespondedEMDeferredrecallEMDiscardedEMFwdAgtEMWrittenDatabase field & sourceEMCustRespondTime / 60 Number of seconds it took torespond to the email messagesfrom a customer’s perspective.TotTalkTime(6) +TotWaitTime(6) whereTermType (6) = 7, 12 , 23,31, 32, 33, 34TermTypeCount(6) whereTermType(6) = 7 or 12TermTypeCount (6) whereTermType (6) = 32TermTypeCount (6) whereTermType (6) = 33TermTypeCount (6) whereTermType (6) = 34TermTypeCount (6) whereTermType (6) = 23TermTypeCount (6) whereTermType (6) = 31Table B-7 Call Type Data (Sheet 4 of 9)DescriptionNumber of seconds it took torespond to the email messagesfrom a customer’s perspective.Number of email messagesreceived by an agent and thenforwarded to a call type.Number of emails automaticallyanswered by email server and notreceived by any agent.Number of emails received anddeffered by an agent and requeuedafter the maximum defer timeexpired.Number of emails received by anagent, deffered, moved to a closedstate without a reply beinggenerated or number of emailsdiscarded by email server and notreceived by any agent.Number of email messagesreceived by an agent and thenforwarded to another agent .Number of email messages actuallyanswered by an agent \i.e. a replywas written and sent to thecustomer.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-41

MRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataNur für den internen GebrauchCall TypeDataDisplayNameHold Count[C]Hold Time -Average [C]xxxHoldCount TotHoldCount (1) +TotHoldTime (2)Holdtime / HoldCountHold Time [C] HoldTime TotHoldTime (1) +TotLogonDeferTime (2) +TotalHoldTime (3)Networkedoff of SiteNetworkedon to SiteNetworkedTransferFailedOverflowedInOverflowedOutView FieldNameNetworked_OutNetworked_InNetworked_FailNumOverFlowInNumOverFlowOutDatabase field & sourceNumAHHE (1)NumAEHH (1)NumInSwitchFail (1)NumOverFlowIn (1)NumOverFlowOut (1)Table B-7 Call Type Data (Sheet 5 of 9)DescriptionNumber of times that contacts wereput on hold or deferred.The average number of secondsthat contacts were on hold ordeferred.The total number of seconds thatcontacts were held or deferred.The number of calls that weresuccessfully networked to anothercontact center.Applicable to Skills based calls only.The number of calls that weresuccessfully received from anothernetworked call center site.Applicable to Skills based calls only.The number of calls that tried tonetwork to another site within thenetworked call center, but failed todo so.Applicable to Skills based calls only.Number of contacts that werehandled in this queue which was notthe Primary queueApplicable to FlexRouted calls only.Number of calls that were handledby another queue but this was theprimary queueApplicable to FlexRouted calls only.A31003-S2251-A200-4-76A9, August 2004B-42 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataCall TypeDataDisplayNameReceived [C] Received NumAnswered (1) +NumAbandoned (1) +NumTimedOut (1) +EmWritten + EmFwdAgt +EmFwdCt + EmDiscarded+ EMDeferredRecall +EMAutoResponded +TimedOut +NumAnswered (5) +NumAbandoned (5) +NumTimedOut (5) +NumUnsuccessful(5)Service Levelsl_num / sl_den * 100- percentage[C]Talk Time -Overflowed inTalk Time -OverflowedoutTalk Time -Overflowed in- Average [C]Talk Time -Overflowedout - Average[C]Talk Time inHours -Average [C]View FieldNameTalkTime_OverInTalkTime_OverOutDatabase field & sourceOverInTalkTime (1)OverOutTalkTime (1)TalkTime_OverIn /NumOverFlowInTalkTime_OverOut /NumOverFlowOutTalkTimesec / (Answered *3600)Table B-7 Call Type Data (Sheet 6 of 9)DescriptionTotal number of contacts receivedby this call type.The results of the service levelcalculation.Total talk time for calls that werehandled in this queue which was notthe Primary queueApplicable to FlexRouted calls only.Total talk time for calls that werehandled by another queue but thiswas the primary queueApplicable to FlexRouted calls only.Average talk time for calls that werehandled in this queue which was notthe Primary queueApplicable to FlexRouted calls only.Average talk time for calls that werehandled by another queue but thiswas the primary queueApplicable to FlexRouted calls only.The average number of hours thatagents handled contacts.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-43

MRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataNur für den internen GebrauchCall TypeDataDisplayNameTalk Time inHours [C]Talk Time inMinutes -Average [C]Talk Time inMinutes [C]Talk Time inSeconds -Average [C]Talk Time inSeconds [C]Timed Out -Percentage[C](TotTalkTime (1) +TOtTalkTime (2) +TotTalkTime (5)) / 3600TalkTimesec / (Answered *60)(TotTalkTime (1) +TotTalkTime (2) +TotTalkTime (5)) / 60TalkTimesec / AnsweredTalkTimesec TotTalkTime (1) +TotTalkTime (2)+TotTalkTime (5)(TimedOut / Received) *100Timed out [C] Timedout NumTimedOut (1) +NumTimedOut (2) +NumTimedOut (5)Trys underThresholdTrysUnderThresholdUnsuccessful UnSuccessfulWait Time -AbandonedCalls -Average [C]View FieldNameDatabase field & sourceTrysUnderThreshold (5)NumUnsuccessful (5)SpeedOfAbandon /AbandonedTable B-7 Call Type Data (Sheet 7 of 9)DescriptionThe total number of hours thatagents handled contacts.The average number of minutes thatagents handled contacts.The total number of minutes thatagents handled contacts.The average number of secondsthat agents handled contacts.The total number of seconds thatagents handled contacts.The percentage of receivedcontacts that timed out.Number of contacts that timed outfor this call type.Number of Chat contacts that aredistributed to an agent within theservice level.Number of Chat contacts where theagent accepted the contact, butcould not talk to the customer.The average number of secondsthat a contact waited before beingabandoned.A31003-S2251-A200-4-76A9, August 2004B-44 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type DataCall TypeDataDisplayNameWait Time -AbandonedCalls [C]Wait Time -AnsweredCalls -Average(ASA) [C]Wait Time -AnsweredCalls [C]Wait Time -MaximumWait Time -Timed OutChat CallsWait Time -Timed OutChat Calls –Average [C]Wait Time -UnsuccessfulCallsWait Time -UnsuccessfulCalls -Average [C]View FieldNameSpeedOfAbandonSpeedOfAnswerMaxWaitTimeSpeedOfTimedOutSpeedOfUnsuccessDatabase field & sourceTotAbanWaitTime (1) +TotAbanWaitTime (5) +UnsuccessWaitTime (5) +TotAbanWaitTime (2)SpeedOfAnswer /AnsweredWaittime -SpeedOfAbandon -SpeedOfTimedOutNeed to select the largestMaxWaitTime (1) orMaxWaitTime (5) orMaxWitTime (2)TimedOutWaitTime (5)SpeedOfTimedOut /NumTimedOut (5)UnsuccessWaitTime (5)SpeedOfUnsuccess /UnsuccessfulWait Time [C] WaitTime TotWaitTime (1) +TotWaitTime (2) +TotWaitTime (5)Table B-7 Call Type Data (Sheet 8 of 9)DescriptionThe total number of seconds thatcontacts which were abandonedwaited before abandoning.The average number of secondsthat a contact waited before beinganswered.The total number of seconds thatcontacts which were answeredwaited to be answered.The largest wait time for this timeperiod.The total number of seconds thatcontacts (Chat) which were timedout waited.The average number of secondsthat a contact (Chat) waited beforetiming out.The total number of seconds thatcontacts (Chat) which wereunsuccessful waited.The average number of secondsthat a contact (Chat) waited beforebeing determined to beunsuccessful.The total number of seconds thatcontacts waited to be answered.Voice does not include how longtimed out calls waited in queue.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-45

MRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type Data by Callback OriginNur für den internen GebrauchCall TypeDataDisplayNameWaitTime -Average [C]View FieldNameDatabase field & sourceWaittime / (Answered +Abandoned +EMChatTimedOut)Table B-7 Call Type Data (Sheet 9 of 9)DescriptionThe average time that contactswhich were answered orabandoned waited in queue. Thisdoes not include voice calls thattimed out (But does includecontacts that were forwarded).B.4 Call Type Data by Callback OriginSource table: CallbackCTFifteenCall TypeData byCallbackOriginDisplayNameView FieldNameDatabase field & sourceDescriptionAnswered [C] Answered NumSucceeded (3) Number of contacts answered forthis call type. For Chat, it countsonly those contacts were theagent actually talked to thecustomer.Callbacks -AttemptsCallbacks -AttemptsAcceptedCallbacks -DeletedCallbacks -Deleted -Percentage[C]CBNumAttemptsCBNumAcceptedCBNumDeletedNumAttempts (3)NumAccepted (3)NumDeleted (3)(CBNumDeleted /CBNumAttempts) * 100Table B-8 Call Type Data by Callback Origin (Sheet 1 of 3)Number of attempts to do acallback for this set of keys, butnot necessarily acceptedNumber of callbacks accepted byany agent in all the attempts.The number of callbacks thatwere deleted finally.The percentage of attemptedcallbacks that were deleted.A31003-S2251-A200-4-76A9, August 2004B-46 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterCall Type Data by Callback OriginCall TypeData byCallbackOriginDisplayNameCallbacks -Ignored [C]Callbacks -RequestsCallbacks -Retries [C]Callbacks -SucceededCallbacks -Succeeded -Percentage[C]Callbacks -TransferredCBIgnored NumCalllbacks (3) -NumAccepted (3) -NumDeleted (3)CBNumCallba NumCallbacks (3)cksCBRetries NumAccepted (3) -NumSucceeded (3)CBNumSucce NumSucceeded (3)eded(CBNumSucceeded /CBNumAttempts) * 100CBTransferred NumTransfer (3)The number of callback attemptsignored by the agent.Number of distinct callbacks thatwere created against these keys,but not necessarily answered.The number of callback attemptsthat had to be scheduled for retry.Number of callbacks thatsucceeded.The percentage of attemptedcallbacks that succeeded.Number of callbacks transferred.Hold Count HoldCount NumHold (3) Number of times that contactswere put on hold or deferred.Hold Time [C] HoldTime TotalHoldTime (3) The total number of seconds thatcontacts were held or deferred.Hold Time -Average [C]Talk Time inHours -Average [C]Talk Time inMinutes -Average [C]Talk Time inSeconds -Average [C]View FieldNameDatabase field & sourceHoldtime / HoldCountTalkTimesec / (Answered *3600)TalkTimesec / (Answered *60)TalkTimesec / AnsweredTable B-8 Call Type Data by Callback Origin (Sheet 2 of 3)DescriptionThe average number of secondsthat contacts were on hold ordeferred.The average number of hours thatagents handled contacts.The average number of minutesthat agents handled contacts.The average number of secondsthat agents handled contacts.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-47

MRGgrdata.fmData Dictionary for the Graphical Report WriterEmail Data by Resolution TypeNur für den internen GebrauchCall TypeData byCallbackOriginDisplayNameTalk Time inHours [C]Talk Time inMinutes [C]Talk Time inSeconds [C]View FieldName(TalkTimesec) / 3600 The total number of hours thatagents handled contacts.(TalkTimesec) / 60 The total number of minutes thatagents handled contacts.TalkTimesec TotalTalkTime (3) The total number of seconds thatagents handled contacts.B.5 Email Data by Resolution TypeSource table: (1) CallTypeFifteenDatabase field & sourceTable B-8 Call Type Data by Callback Origin (Sheet 3 of 3)DescriptionEmail data by Resolution TypeDisplay NameDeferredDeferred Time even when notLogged On in Hours - Average[C]Deferred Time even when notLogged On in Hours [C]Deferred Time even when notLogged On in Minutes - Average[C]Deferred Time even when notLogged On in Minutes [C]View FieldNameTotHoldCount(1)Database field &sourceDeferredCount(1)DeferredTime /(Received *3600)(DeferredTime(1)) /3600DeferredTime /(Received * 60)(DeferredTime) /60Table B-9 Email Data by Resolution Type (Sheet 1 of 4)DescriptionTotal number of emailmessages that weredeferred.Average number of hoursthat the email messagesspent while deferred.The total number of hoursthat email messages weredeferred even if the agentwas not logged on.Average number ofminutes that the emailmessages spent whiledeferred.The total number ofminutes that emailmessages were deferredeven if the agent was notlogged on.A31003-S2251-A200-4-76A9, August 2004B-48 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterEmail Data by Resolution TypeEmail data by Resolution TypeDisplay NameDeferred Time even when notLogged On in SecondsDeferred Time even when notLogged On in Seconds -Average [C]Deferred Time while logged onin hours - Average [C]Deferred Time while Logged onin Hours [C]Deferred Time while logged onin minutes - Average [C]Deferred Time while Logged onin Minutes [C]Deferred Time while Logged onin SecondsDeferred Time while logged onin seconds - Average [C]View FieldNameDeferredTimeHoldTimeDatabase field &sourceTotHoldTime (1)DeferredTime /ReceivedHoldtime /(HoldCount *3600)(TotLogonDeferTime (1)) / 3600Holdtime /(HoldCount * 60)(TotLogonDeferTime (1)) / 60TotConsultTime(1)Holdtime /HoldCountTable B-9 Email Data by Resolution Type (Sheet 2 of 4)DescriptionThe total number ofseconds that emailmessages were deferredeven if the agent was notlogged on.Average number ofseconds that the emailmessages spent whiledeferred.Average number of hoursthat an email messagespent while deferred andthe agent was logged on.Total number of hours thatthe email messages weredeferred while the agentwas in the logged on state.Average number ofminutes that an emailmessage spent whiledeferred and the agent waslogged on.Total number of minutesthat the email messageswere deferred while theagent was in the logged onstate.Total number of secondsthat the email messageswere deferred while theagent was in the logged onstate.Average number ofseconds that an emailmessage spent whiledeferred and the agent waslogged on.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-49

MRGgrdata.fmData Dictionary for the Graphical Report WriterEmail Data by Resolution TypeNur für den internen GebrauchEmail data by Resolution TypeDisplay NameReceived Received TermTypeCount(1)Response Time by Agent inHours [C]Response Time by Agent inMinutes - Average [C]Response Time by Agent inMinutes [C]Response Time by Agent inSecondsResponse Time by Agent inSeconds - Average [C]Response Time to the Customerin Hours - Average [C]Response Time to the Customerin Hours [C]Response Time to the Customerin Minutes - Average [C]Response Time to the Customerin Minutes [C]View FieldNameDatabase field &sourceTotal number of emailmessages that terminatedin this manner.(TalkTime) / 3600 Total number of hours thatall agents spent working onthe email messages.TalkTime /(Received * 60)(TalkTime) / 60TalkTime TotTalkTime (1) -TotHoldTime (1)TalkTime /ReceivedCustResponseTime / (Received *3600)(CustResponseTime) / 3600CustResponseTime / (Received *60)(CustResponseTime) / 60Table B-9 Email Data by Resolution Type (Sheet 3 of 4)DescriptionAverage number ofminutes spent working anemail message.Total number of minutesthat all agents spentworking on the emailmessages.Total number of secondsthat all agents spentworking on the emails.Average number ofseconds spent working anemail message.The average amount oftime that it took to respondto customers’ emailmessages in minutes.The total number of hoursthat it took to respond to acustomer from thecustomer’s perspective.The average amount oftime that it took to respondto customers’ emailmessages in minutes.The total number ofminutes that it took torespond to a customerfrom the customer’sperspective.A31003-S2251-A200-4-76A9, August 2004B-50 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterEmail Data by Resolution TypeEmail data by Resolution TypeDisplay NameResponse Time to the Customerin SecondsResponse Time to the Customerin Seconds - Average [C]View FieldNameCustResponseTimeDatabase field &sourceTotWaitTime (1) +TotTalkTime (1)CustResponseTime / ReceivedWait Time in hours - Average [C] WaitTime /(Received *3600)Wait Time in Hours [C]Wait Time in Minutes - Average[C](EmailSrvrWaitTime (1) +RRQueueTime(1)) / 3600WaitTime /(Received * 60)The total number ofseconds that it took torespond to a customerfrom the customer’sperspective.The average amount oftime that it took to respondto customers’ emailmessages in seconds.Average number of hoursan email message waitedbefore being assigned toan agent.Total number of hours theemail messages waitedbefore being assigned toan agent.Average number ofminutes an email messagewaited before beingassigned to an agent.Wait Time in Minutes [C] (WaitTime) / 60 Total number of minutesthe email messages waitedbefore being assigned toan agent.Wait Time in Seconds - Average[C]WaitTime /ReceivedWait Time in Seconds [C] WaitTime PreQueueWaitTIme (1) +RRQueueTime(1)Table B-9 Email Data by Resolution Type (Sheet 4 of 4)DescriptionAverage number ofseconds an emailmessage waited beforebeing assigned to anagent.Total number of secondsthe email messages waitedbefore being assigned toan agent.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-51

MRGgrdata.fmData Dictionary for the Graphical Report WriterSource DataNur für den internen GebrauchB.6 Source DataSource table: (1) SourceFifteenminSource DataDisplay NameView FieldNameDatabase field& sourceDescriptionAbandoned Abandoned Abandoned (1) Total number of contacts that wereabandoned from this source.Abandoned -Percentage [C]Abandoned /Received *100The percentage of the received contactsthat were abandoned.Answered Answered Answered (1) Total number of contacts that wereanswered from this source.Answered -Percentage [C]Completed inan Auto LogonDevice [C]Connected toIVRConnected toPhoneMailContactCompletedContactHandling Timein Hours -Average [C]ContactHandling Timein Hours [C]ContactHandling Timein Minutes -Average [C]FinishedinPMIVRIVRAnsweredAnswered /Received * 100TerminatedinPM+TerminatedinIVRThe percentage of the received contactsthat were answered.The number of contacts that disconnectedafter being answered by PhoneMail or anIVR (Voice only).IVRAnswered (1) Total number of contacts from this sourcethat were connected to an IVR (Voice only).PmAnswered PmAnswered (1) Total number of contacts from this sourcethat were connected to a PhoneMail trunk(Voice only).Finished Finished (1) Total number of contacts from this sourcethat were finished, e.g. the two parties hungup, the email message was resolved, andso on.UsageTime /((Received +In_ProgressStart) * 3600)UsageTime /3600UsageTime /((Received +In_ProgressStart) * 60)Table B-10 Source Data (Sheet 1 of 3)The average number of hours that thissource was used.Total number of hours that this source wasused, i.e. it was active in the system.The average number of minutes that thissource was used.A31003-S2251-A200-4-76A9, August 2004B-52 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterSource DataSource DataDisplay NameContactHandling Timein Minutes [C]ContactHandling Timein SecondsContactHandling Timein Seconds -Average [C]Contacts inProgress atStart [C]DisconnectedNo LongerMonitoredNo LongerMonitored -Percentage [C]View FieldNameUsageTimeIn_ProgressStartDisconnectedDatabase field& sourceUsageTime / 60TotalUsageTime(1)UsageTime /(Received +In_ProgressStart)First(InProgressStart(1))Total number of minutes that this sourcewas used, i.e. it was active in the system.Total number of seconds that this sourcewas used, i.e. it was active in the system.The average number of seconds that thissource was used.Total number of contacts from this sourcethat were still in progress at the start of thetime interval.Disconnected (1) Total number of contacts from this sourcethat were disconnected by an ART (Voiceonly).NoMonitor Out (1) Total number of contacts from this sourcethat were moved/routed out to anunmonitored device (Voice only).(NoMonitor +XferOutOfPM +XferOutOfIVR) /Received * 100The percentage of received contacts thatwere no longer monitored.Received Received Received (1) Total number of contacts received from thissource.Redirected Redirected Redirected (1) Total number of contacts from this sourcethat were redirected from one monitoredRCG to another monitored RCG (Voiceonly).Table B-10 Source Data (Sheet 2 of 3)DescriptionA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-53

MRGgrdata.fmData Dictionary for the Graphical Report WriterSource DataNur für den internen GebrauchSource DataDisplay NameSource NameTerminated inIVRTerminated inPhoneMailTerminatedinIVRTerminatedinPMTerminatedinIVR(1)TerminatedinPM(1)Special note on the “name” of the source:Due to the complexity of identifying asource, the Graphical Report Writer willshow the optional name of the source, if ithas been configured. Otherwise, it will showa string concatenating the source “number”,length, and media type separated bycommas. Media type will be represented byT, E, or C. For example “408+,10,T” wouldbe a valid name.T = Voice source, E = Email source, and C= Chat source.Total number of contacts from this sourcethat disconnected while they wereconnected to an IVR (Voice only).Total number of contacts from this sourcethat disconnected while they wereconnected to a PhoneMail trunk (Voiceonly).Timed out TimedOut TimedOut (1) Total number of contacts from this sourcethat timed out.Timed Out -percentage [C]Transferred outof IVRTransferred outof PhoneMailTransferred to aMonitoredExtension byan IVRTransferred to aMonitoredExtension byPhoneMailView FieldNameXferOutOfIVRXferOutOfPMXferMonitoredIVRXferMonitoredPMDatabase field& sourceTimedout /Received * 100XferOutOfIVR(1)The percentage of the received contactsthat timed out.Total number of contacts from this sourcethat were transferred by an IVR to anunmonitored device (Voice only).XferOutOfPM (1) Total number of contacts from this sourcethat were transferred by PhoneMail to anunmonitored device (Voice only).XferMonitoredIVR (1)XferMonitoredPM (1)Table B-10 Source Data (Sheet 3 of 3)DescriptionTotal number of contacts from this sourcethat were transferred by an IVR to amonitored extension (Voice only).Total number of contacts from this sourcethat were transferred by PhoneMail to amonitored extension. (Voice only)A31003-S2251-A200-4-76A9, August 2004B-54 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterDestination Data8.6 Destination DataSource table: (1) DnisFifteenminDestinationDataDisplay NameAbandonedAbandoned -Percentage [C]View FieldNameDatabasefield &sourceAbandoned Abandoned (1)Abandoned /Received *100Answered Answered Answered(1)Answered -Percentage [C]Completed inan Auto LogonDevice [C]Connected toIVRConnected toPhoneMailContactCompletedContactHandling Timein Hours -Average [C]FinishedinPMIVRIVRAnsweredPmAnsweredFinishedAnswered /Received *100TerminatedinPM +TerminatedinIVRIVRAnswered (1)PmAnswered (1)Finished(1)UsageTime /((Received+In_ProgressStart) *3600)Table B-11 Destination Data (Sheet 1 of 4)DescriptionTotal number of contacts for this destination thatwere abandoned .The percentage of the received contacts thatwere abandoned.Total number of contacts for this destination thatwere answered .The percentage of the received contacts thatwere answered.The number of contacts that disconnected afterbeing answered by PhoneMail or an IVR (Voiceonly).Total number of contacts for this destination thatwere connected to an IVR (Voice only).Total number of contacts for this destination thatwere connected to a PhoneMail trunk (Voiceonly).Total number of contacts for this destination thatwere finished, for example, the two parties hungup, the email message was resolved, and so on.The average number of hours that this destinationwas used.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-55

MRGgrdata.fmData Dictionary for the Graphical Report WriterDestination DataNur für den internen GebrauchDestinationDataDisplay NameContactHandling Timein Hours [C]ContactHandling Timein Minutes -Average [C]ContactHandling Timein Minutes [C]ContactHandling Timein SecondsContactHandling Timein Seconds -Average [C]Contacts inProgress atStart [C]DestinationNameView FieldNameDatabasefield &sourceUsageTime / 3600UsageTime /((Received+In_ProgressStart) *60)UsageTime / 60UsageTime TotalUsageTime (1)In_ProgressStartUsageTime /(Received+In_ProgressStart)First(InProgressStart (1))Table B-11 Destination Data (Sheet 2 of 4)DescriptionTotal number of hours that this destination wasused, i.e. it was active in the system.The average number of hours that this destinationwas used.Total number of minutes that this destination wasused, i.e. it was active in the system.Total number of seconds that this destination wasused, i.e. it was active in the system.The average number of seconds that thisdestination was used.Total number of contacts for this destination thatwere still in progress at the start of the timeinterval.Special note on the “name” of the destination:Due to the complexity of identifying a destination,the Graphical Report Writer will show the optionalname, if it has been configured. Otherwise, it willshow a string concatenating the destination“number”, length, and media type separated bycommas. Media type will be represented by TI,TE, E, or C. For example “408+,10,TE” would bea valid name.TI = Voice Internal destination, TE = VoiceExternal destination, E = Email destination, and C= Chat destination.A31003-S2251-A200-4-76A9, August 2004B-56 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterDestination DataDestinationDataDisplay NameDisconnectedNo LongerMonitoredNo LongerMonitored -Percentage [C]DisconnectedDatabasefield &sourceDisconnected (1)Total number of contacts for this destination thatwere disconnected by an ART (Voice only).NoMonitor Out (1) Total number of contacts for this destination thatwere moved/routed out to an unmonitored device(Voice only).(NoMonitor+XferOutOfPM +XferOutOfIVR) /Received *100Received Received Received(1)Redirected Redirected Redirected(1)Terminated inIVRTerminated inPhoneMailTerminatedinIVRTerminatedinPMTerminatedinIVR (1)TerminatedinPM (1)Timed out TimedOut TimedOut(1)Timed Out -percentage [C]Transferred outof IVRTransferred outof PhoneMailView FieldNameXferOutOfIVRXferOutOfPMTimedout /Received *100XferOutOfIVR (1)XferOutOfPM (1)Table B-11 Destination Data (Sheet 3 of 4)DescriptionThe percentage of received contacts that were nolonger monitored.Total number of contacts received by thisdestination.Total number of contacts for this destination thatwere redirected from one monitored RCG toanother monitored RCG (Voice only).Total number of contacts for this destination thatdisconnected while they were connected to anIVR (Voice only).Total number of contacts for this destination thatdisconnected while they were connected to aPhoneMail trunk (Voice only).Total number of contacts for this destination thattimed out.The percentage of the received contacts thattimed out.Total number of contacts for this destination thatwere transferred by an IVR to an unmonitoreddevice (Voice only).Total number of contacts for this destination thatwere transferred by PhoneMail to an unmonitoreddevice (Voice only).A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-57

MRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataNur für den internen GebrauchDestinationDataDisplay NameTransferred to aMonitoredExtension by anIVRTransferred to aMonitoredExtension byPhoneMailXferMonitoredIVRXferMonitoredPMB.7 Trunk Group DataSource table: (1) TrunkFifteenMinTrunk GroupDataDisplay NameAll Trunks Busy -Percentage ofTime [C]All Trunks BusyCountAll Trunks BusyTimeIn Progress atStart - IncomingFlexRouted [C]In Progress atStart - IncomingNon-CC [C]View FieldNameView FieldNameDatabasefield &sourceXferMonitoredIVR (1)XferMonitoredPM (1)Table B-11 Destination Data (Sheet 4 of 4)Total number of contacts for this destination thatwere transferred by an IVR to a monitoredextension (Voice only).Total number of contacts for this destination thatwere transferred by PhoneMail to a monitoredextension (Voice only).Database field &sourceATB_Time /Period (1) * 100DescriptionThe percentage of time that thetrunk group was in the all trunksbusy state.Num_ATB TgNumATB (1) The number of times that all trunksin the group were busy, unavailable,or out of service at the same timeduring this interval.ATB_Time TgATBTime (1) The number of seconds that alltrunks in the group were busy,unavailable, or out of service at thesame time during this interval.FlexIn_IPBNonACDIn_IPBFIRST(TgIPBFlexIn)) (1)FIRST(TgIPBNonACDIn) (1)Table B-12 Trunk Group Data (Sheet 1 of 7)DescriptionThe number of FlexRouted calls thatwere still active at the start of theinterval.The number of non-CC incomingcontacts that were still active at thestart of the interval.A31003-S2251-A200-4-76A9, August 2004B-58 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataTrunk GroupDataDisplay NameIn Progress atStart - IncomingSkills Based [C]Incoming - ActiveAll [C]Incoming - ActiveCC [C]Incoming - ActiveNon-CC [C]Incoming - InProgress All [C]Incoming - InProgress CC [C]Incoming -Received All [C]Incoming -Received CC [C]Incoming andOutgoing All -Usage -Percentage [C]Incoming andOutgoing All -Active [C]Incoming andOutgoing All -Received [C]View FieldNameSkillsIn_IPBIncomingActive_totIncomingActive_CCIncomingActive_NCCIncomingIPB_TotIncomingIPB_CCIncomingRcvd_totIncomingRcvd_CCBothActiveBothRcvdDatabase field &sourceFIRST(TgIPBSkillsIn) (1)IncomingActive_CC +IncomingActive_NCCFlex_In + Skills_In+ FlexIn_IPB +SkillsIn_IPBNonACD_In +NonACDIn_IPBFlexIn_IPB +SkillsIn_IPB +NonACDIn_IPBFlexIn_IPB +SkillsIn_IPBFlex_In + Skills_In+ NonACD_InThe number of skills basedincoming contacts that were stillactive at the start of the interval.The total number of incomingcontacts active in this interval.The total number of incomingcontact center contacts active in thisinterval.The total number of incoming non-CC contacts active in this interval.The total number of incomingcontacts that were still in progressat the start of the time interval.The total number of incomingcontact center contacts still inprogress at the start of the timeinterval.The total number of incomingcontacts received in this interval.Flex_In + Skills_In The total number of incomingcontact center contacts received inthis interval.(BothDuration) /(Tgnumtrunks *900) * 100IncomingActive_tot + OutActiveIncomingRcvd_tot+ OutSentTable B-12 Trunk Group Data (Sheet 2 of 7)DescriptionThe percentage of time thatincoming and outgoing callsoccupied this trunk group.The number of incoming andoutgoing contacts that were activeduring the interval.The number of incoming andoutgoing contacts that werereceived during the interval.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-59

MRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataNur für den internen GebrauchTrunk GroupDataDisplay NameIncoming andOutgoing All -Usage - Average[C]Incoming andOutgoing All -Usage [C]Number of trunks[C]Outgoing - ActiveAll [C]Outgoing - Activeby an Agent [C]Outgoing - Activeby Others [C]Outgoing - ActiveCallbacks [C]Outgoing - by anAgentOutgoing - byOthersOutgoing -CallbacksOutgoing - InProgress by anAgent [C]Outgoing - InProgress byOthers [C]View FieldNameBothDuration /BothActiveBothDuration Duration_In +Duration_OutTgNumTrunks (1) /(Period / 900)OutActive RROutActive +AgentOutActive +OthersOutActiveAgentOutActive Agent_Out +AgentOut_IPBOthersOutActiveOthers_Out +OthersOut_IPBRROutActive RR_Out +RROut_IPBThe average number of seconds peractive call that incoming andoutgoing calls occupied this trunkgroup.The number of seconds thatincoming and outgoing callsoccupied this trunk group.The number of trunks in this trunkgroup.The number of outgoing contactsthat were active during the interval.The number of outgoing contactsmade by logged on agents that wereactive during the interval.The number of outgoing contactsmade by everyone else that wereactive during the interval.The number of callback contactsmade that were active during theinterval.Agent_Out TgAgentOut (1) The number of outgoing contactsmade by logged on agents.Others_Out TgOthersOut (1) The number of outgoing contactsmade by everyone else.RR_Out TgRROut (1) The number of callback contactsmade.AgentOut_IPBOthersOut_IPBDatabase field &sourceFIRST(TgIPBAgentOut)(1)FIRST(TgIPBOthersOut)(1)Table B-12 Trunk Group Data (Sheet 3 of 7)DescriptionThe number of outgoing contactsmade that were still in progress atthe beginning of the interval bylogged on agents.The number of outgoing contactsmade that were still in progress atthe beginning of the interval byeveryone else.A31003-S2251-A200-4-76A9, August 2004B-60 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataTrunk GroupDataDisplay NameOutgoing - InProgressCallbacks [C]Outgoing - SentAll [C]Received -IncomingFlexRoutedReceived -Incoming Non-CCReceived -Incoming SkillsBasedUsage - IncomingAll - Average [C]Usage - IncomingAll - Percentage[C]Usage - IncomingAll [C]Usage - IncomingCC - Average [C]Usage - IncomingCC - Percentage[C]View FieldNameRROut_IPBDatabase field &sourceFIRST(TgIPBRROut) (1)OutSent RR_Out +Agent_Out +Others_OutThe number of callback contactsmade that were still in progress atthe start of the time interval.The number of outgoing contactsthat were sent during the interval.Flex_In TgFlexIn (1) The number of incomingFlexRouted calls.NonACD_In TgNonACDIn (1) The number of non-CC incomingcontacts.Skills_In TgSkillsIn (1) The number of incoming SkillsBased routed contacts.Duration_In /(IncomingActive_CC +IncomingActive_NCC)Duration_In /(Tgnumtrunks *900) * 100Duration_In DurationFlex_In +DurationSkills_In+DurationNonACD_InDurationCC_In /IncomingActive_CCDurationCC_In /(Tgnumtrunks *900) * 100Table B-12 Trunk Group Data (Sheet 4 of 7)DescriptionThe average number of seconds peractive call that incoming callsoccupied this trunk group.The percentage of time thatincoming calls occupied this trunkgroup.The number of seconds thatincoming calls occupied this trunkgroup.The average number of seconds peractive call that incoming contactcenter calls occupied this trunkgroup.The percentage of time thatincoming contact center callsoccupied this trunk group.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-61

MRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataNur für den internen GebrauchTrunk GroupDataDisplay NameUsage - IncomingCC [C]Usage - IncomingFlexRoutedUsage - IncomingFlexRouted -Average [C]Usage - IncomingFlex-routed -Percentage [C]Usage - IncomingNon-CCUsage - IncomingNon-CC - Average[C]Usage - IncomingNon-CC -Percentage [C]Usage - IncomingSkills basedUsage - IncomingSkills based -Average [C]Usage - IncomingSkills based -Percentage [C]Usage - OutgoingAll - Average [C]View FieldNameDurationCC_In DurationFlex_In +DurationSkills_InDurationFlex_In TgDurFlexIn (1)DurationNonACD_InDurationSkills_InDatabase field &sourceDurationFlex_In /(Flex_In +FlexIn_IPB)DurationFlex_In /(Tgnumtrunks *900)) * 100TgDurNonACDIn(1)DurationNonACD_In / (NonACD_In+ NonACDIn_IPB)DurationNonACD_In /(Tgnumtrunks *900) * 100TgDurSkillsIn (1)DurationSkills_In /(Skills_In +SkillsIn_IPB)(DurationSkills_In) / (Tgnumtrunks *900) * 100Duration_Out /OutActiveTable B-12 Trunk Group Data (Sheet 5 of 7)DescriptionThe number of seconds thatincoming contact center callsoccupied this trunk group.The number of seconds thatincoming FlexRouted calls occupiedthis trunk group.The average number of seconds peractive call that incoming FlexRoutedcalls occupied this trunk group.The percentage of time thatincoming FlexRouted calls occupiedthis trunk group.The number of seconds that noncontactcenter incoming callsoccupied this trunk group.The average number of secondsthat non-contact center incomingcalls occupied this trunk group.The percentage of time thatincoming non-contact center callsoccupied this trunk group.The number of seconds thatincoming skills based routed callsoccupied this trunk group.The average number of seconds peractive call that incoming skills basedcalls occupied this trunk group.The percentage of time thatincoming skills based calls occupiedthis trunk group.The average number of seconds peractive call that outgoing callsoccupied this trunk group.A31003-S2251-A200-4-76A9, August 2004B-62 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataTrunk GroupDataDisplay NameUsage - OutgoingAll - Percentage[C]Usage - OutgoingAll [C]Usage - Outgoingby an AgentUsage - Outgoingby an Agent -Average [C]Usage - Outgoingby an Agent -Percentage [C]Usage - Outgoingby othersUsage - Outgoingby others -Average [C]Usage - Outgoingby others -Percentage [C]Usage - OutgoingCallbacksUsage - OutgoingCallbacks -Average [C]View FieldNameDuration_OutDurationAgent_OutDurationOthers_OutDurationRR_OutDatabase field &source(Duration_Out) /(Tgnumtrunks *900) * 100DurationRR_Out+DurationAgent_Out +DurationOthers_OutTgDurAgentOut(1)DurationAgent_Out /AgentOutActive(DurationAgent_Out) / (Tgnumtrunks* 900) * 100TgDurOthersOut(1)DurationOthers_Out /OthersOutActive(DurationOthers_Out) /(Tgnumtrunks *900) * 100TgDurRROut (1)DurationRR_Out /RROutActiveTable B-12 Trunk Group Data (Sheet 6 of 7)DescriptionThe percentage of time thatoutgoing calls occupied this trunkgroup.The number of seconds thatoutgoing calls occupied this trunkgroup.The number of seconds that callsmade by a logged on agentoccupied this trunk group.The average number of seconds peractive call that calls made by alogged on agent occupied this trunkgroup.The percentage of time that callsmade by an agent occupied thistrunk group.The number of seconds that callsmade by others occupied this trunkgroup.The average number of seconds peractive call that calls made by othersoccupied this trunk group.The percentage of time that callsmade by others occupied this trunkgroup.The number of seconds thatcallback calls occupied this trunkgroup.The average number of seconds peractive call that callback callsoccupied this trunk group.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide B-63

MRGgrdata.fmData Dictionary for the Graphical Report WriterTrunk Group DataNur für den internen GebrauchTrunk GroupDataDisplay NameUsage - OutgoingCallbacks -Percentage [C]View FieldNameDatabase field &source(DurationRR_Out)/ (Tgnumtrunks *900) * 100Table B-12 Trunk Group Data (Sheet 7 of 7)DescriptionThe percentage of time thatcallback calls occupied this trunkgroup.A31003-S2251-A200-4-76A9, August 2004B-64 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityInstallation RequirementsCCustomized Reports and ODBC ConnectivityThis appendix describes how to create custom reports. Even though Reporter comes withmany standard reports, you may need to create new reports, or decide to access the reportingdata in some other manner. For example, you may wish to export some of the data to anotherapplication.C.1 Installation RequirementsReporter was designed as an Open-Database Connectivity (ODBC) application. The databasethat Reporter uses is therefore ODBC compliant. If you wish to use your own ODBC tool ofchoice, the easiest way of ensuring a good ODBC connection is to follow all the installationrequirements and instructions for installing Reporter. These can be found in the HiPathProCenter Installation Guide, Version 5.1 SMR C.All the software needed (except for your ODBC tools) can be found on the HiPath ProCenterCD-ROM.The basic steps that you should follow are:●●●●●●Install Microsoft Data Access Components (MDAC) – This installs the correct version ofODBC. This also requires installing DCOM95 if on a Windows 95 machine.Install and configure Informix for the client – This makes sure that the correct InformixODBC driver is installed, and that Informix is configured properly.Install Reporter – This installs the Reporter User Function Library for Crystal Reports andsets up certain files for use by the Informix ODBC driver. In particular, it sets up theServices file with the correct port number for Informix.Run Reporter once against the serverto which you want to connect – This creates a DataSource Name (DSN) for you that is set up properly (Database name and protocol, forexample.). You can then either use this DSN, which is called Remote Informix DB and isunder User Data Sources, or use it as a guide to create your own DSN.If you need to connect to different servers, then you can either use Reporter to log on toeach of the servers, or manually modify/create your DSN to point to the correct server. Ifyou use Reporter, the Remote Informix DB DSN will have a drop down list of the servernames to which you can connect.You can test the ODBC connection using the Apply & Test Connection button on the DSN.You should now be able to use any ODBC tool to access the database.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-1

MRGparam.fmCustomized Reports and ODBC ConnectivityUsing Crystal Reports to Create Custom ReportsNur für den internen GebrauchC.2 Using Crystal Reports to Create Custom ReportsThis section will focus on how to create a customized report and how to include that report intothe list of reports that Reporter displays.If you are creating a customized report, you need to:1. Understand what the report requirements are for the new report.2. Understand the structure of the reporting database. For details, see Appendix A.3. Understand the Reporter parameters that you need to include in your new report. For moreinformation, see Section C.3.1, “Format of the RCF Text File”, on page C-3.4. Create your new report and test it in the Crystal Development environment to ensure thatit works. You must use Crystal Reports Version 7 or higher.>>The Reporter application report templates were created with Crystal ReportsVersion 7. If you want to work with a higher version, Version 8 for example,keep the following in mind:● Reporter application templates can be imported into the higher version ofCrystal Reports● You can create a report template Crystal Reports Version 8 and save thereport to the Version 7 format for use with the Reporter application. Notethat any features specific to Version 8 will not be preserved in the Version7 template. You should not use new Version 8 features when creatingReporter application templates.It is possible to copy a report template from Reporter and use it as the startingpoint for creating a customized report.5. Create an RCF text file that contains the parameters for the customized report.6. Optionally, create a .JPG file or use the predefined NoPreview.JPG file for the ReportPreview function.7. Place the RCF text file in the \rrclient directory, the same directory as the Reporterexecuteable.8. Place the RPT file, the Crystal Template, into the Reports directory,\rrclient\Reports\. If your users are going to use A4 paper, also place the templatein the A4 subdirectory of Reports, \rrclient\Reports\A4\.9. If you have created a .JPG file, then place it into the \ReportPreviews directory of thelanguage or languages that you use. (for example into\rrclient\BR_Portuguese\ReportPreviews)A31003-S2251-A200-4-76A9, August 2004C-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text File10. Add the customized report to Reporter using the Add/Remove Custom Reportscommand on the Tools menu.11. Test the report in Reporter to ensure that items such as report parameters and layout, arecorrect.12. Release the report to your users.C.3 Creating the RCF Text FileYou need to create this RCF text file to add customized reports to Reporter.●●●The RCF text file must follow the format specified in this document.The RCF text file should have the same name as the associated RPT file. For example, ifyou create a customized report named CallDay.rpt, the corresponding RCF text file wouldbe named CallDay.rcfThe RCF text file can be created in any word processing application, as long as the file issaved with the .rcf file extension. Remember to override default extensions such as RTF.The RCF text file associated with the customized report is listed in the Add/Remove CustomReports dialog box in the Reporter. If you have not created the RCF text file correctly, you willreceive an error when trying to add the customized report.You must have the appropriate RCF file in order to remove a report.C.3.1Format of the RCF Text FileThe RCF text file must adhere to the following format:●●●●●The first line identifies the file: “HiPath ProCenter Reporter Custom Report ConfigurationFile”The subsequent lines set the parameters for the customized report. Each line is identifiedby a keyword, DataInGMT or Grouping, for example. The keyword is not case sensitive, butmust be followed by an equals sign (=), and then by the value of the parameter. Tabs andspaces preceding and following the equals sign are ignored. The keyword must be spelledas shown below.You may place these subsequent lines in any order that you wish, but all of them must bein the file.There must be only one parameter per line.There must not be any blank lines in the RCF file. (A common mistake is to have someblank lines at the end of the file.)A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-3

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchAn example of a correct RCF file is given below. The following sections describe theseparameters.Sample of an RCF Text FileHiPath ProCenter Reporter Custom Report Configuration FileVersion = 5.1ReportID = 3050AppendTimeType = 6MaskTimeType = 5DataInGMT = YesFeaturesUsed = 0CriteriaType = 0ReportCategory = 1ReportLevel = -1ExtendedReport = NoDataRollupLevel = 0Grouping = 0NCC = NoMediaType = 32767ViewName = vc_messageTimeFieldName = recordtimestampReportFileLocation = custom_message.rptReportPreviewFile = c_message.jpgReportTitle = Custom Message ReportTreeViewLocation = Custom\ParmUsageCode = ynnnnnnnynnnnParmNames = Your Name|Local SitePrompt = User Name|Local SiteNumOfDataFile = 1SubReportUsed = NodbType = 1DisplayGMT = NoSpecialCase = 0A31003-S2251-A200-4-76A9, August 2004C-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.1VersionData Type NumberDescription The version number of Reporter. It should be set to 5.1.Table C-1 Version ParameterC.3.1.2reportIdData TypeDescriptionTable C-2C.3.1.3NumberReport ID. This must be a unique number, greater than 3000 and less than4000.reportId ParameterappendTimeTypeData TypeDescriptionNumberThis parameter is used by Reporter to determine what, if anything, must beappended to the start and end times that the customer inputs to make thesefields match the timestamp fields in the database.Please note that sometimes the customer does not input any start or end time,but still such a time might be needed for the database query.Values:1 StartTimeToAppend = “00:00:00.00”EndTimetoAppend = “23:59:59.999”4 StartTimetoAppend = “.00”EndTimetoAppend = “.000”6 StartTimeToAppend = “.00”EndTimeToAppend = “.999Any othervalueTable C-3StartTimetoAppend = “.00”EndTimetoAppend = “.000”appendTimeType ParameterA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-5

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.4maskTimeTypeData TypeDescriptionNumberSpecifies the type of time masks displayed on the Reporter application userinterface.This also tells the GUI how to handle the time, such as to increment the timein 15-minute intervals versus 1-minute intervals.Values:0 Format of the time masks displayed on the Reporter application user interface:“hh:mm:ss”, for example.Any time is acceptable. Increment the time by 1 interval, i.e. by an hour if onthe hour, by a minute if on the minutes, by a second if on the seconds.1 Format of the Start Time/End Time mask displayed on the Reporter applicationuser interface: “hh:mm”.Increment the time by 15 minutes. The final time must be on a 15 minuteboundary, i.e. "hh:00", "hh:15", "hh:30", or "hh:45".2 Format of the time masks displayed on the Reporter application user interface:“HH:mm”.Any time is acceptable. Increment by 1 interval, i.e. by an hour if on the hour,by a minute if on a minute.5 No time needed.Table C-4maskTimeType ParameterA31003-S2251-A200-4-76A9, August 2004C-6 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.5DataInGMTData TypeDescriptionValues:BooleanThis parameter says whether the data from the database for this report is storedin GMT and thus can be converted to a local time if needed.Yes The report gets its data from a Call-By-Call table or a 15-minute table.No The report gets its data from a Daily, Weekly, Monthly table, or the configurationtables.There could be some confusion over the Daily, Weekly, and Monthly tables. Ina production database, the data for these tables is accumulated per the localtime zone. On the Central Server, this data is accumulated per GMT as if itwhere the local time zone. However, in neither case are the times of the dataever converted to local time.Table C-5C.3.1.6That is, you would never configure a report specifying the month of March thatstarts on 07:00 AM. The month always starts at midnight regardless of the timezone.DataInGMT ParameterFeaturesUsedData Type Bit MaskDescription This parameter displays what feature you must have purchased to have thisreport appear in the report tree. A 32767 indicates that all features are set.ValuesTable C-6More than one feature may be selected and if any feature corresponding to a bithas been bought then the report is visible. Example: if a report is marked with a12 then email, chat or both email and chat must have been bought to have thereport available.0 Standard Feature that is always loaded.1 Telephony has been purchased.2 Callback has been purchased.4 Email has been purchased.8 Chat has been purchased.FeaturesUsed ParameterA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-7

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.7CriteriaTypeData TypeBit MaskDescription This parameter tells Reporter what criteria type should be used with the reportand displayed to the customer.ValuesTable C-7Criteria type specifies those items that users can choose to report on. Forexample, is it a report for agents or call types? If the agent criteria type is selectedthen a list of agents will be presented for the user to select from.If this parameter is set to any of the non-zero values then you must set your reportup to use composite keys in the manner described in Section C.6 on page C-25.0 None or nothing to select1 Agents, Department, and/or Site2 Call Types4 ACD Groups6 Call Types and ACD Groups8 Callback Origins16 Email Resolutions32 Sources64 Destinations128 Trunk Groups256 SitesCriteriaType ParameterC.3.1.8ReportCategoryData Type NumberDescription This parameter tells Reporter the type of report.Values1 Non-statistical report (such as configuration, design database, or audit reports).2 Statistical report (not against a design database).3 Exists on a production site only (not against a central or a design database).Table C-8 ReportCategory ParameterA31003-S2251-A200-4-76A9, August 2004C-8 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.9reportLevelData TypeNumberDescription Used to identify which restricted level of reporting that a customized report willhave.Values0 Only Site level data is displayed (No Performance Reporting).1 Departments are displayed (Department Performance Reporting).2 Individual agents are displayed (Full Performance Reporting).-1 Display the report in the tree no matter what restricted reporting level is set.Table C-9reportLevel ParameterC.3.1.10extendedReportData TypeDescriptionTable C-10Yes/NoIndicates whether the customized report is of the Extended Historical type, thatis Call-By-Call.extendedReport ParameterA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-9

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.11DataRollupLevelData TypeNumberDescription This parameter tells Reporter what rollup level is used in the report. This is thenused to determine on which dates the start and end dates of the report mustoccur.ValuesTable C-11If the report data is derived from the weekly tables, then the start date must be ona Sunday and the end date must be on a Saturday.If the report data is derived from the monthly tables, then the start date must bethe first day of the month and the end date must be the last day of the month.No other tables are restricted.This parameter ensures that a report is not asked to display data for parts of arollup interval, but only for whole rollup intervals. For example, with a monthlyreport, the interval of July 15 to August 15 does not represent a full month intervalbut part of two month intervals since a month interval starts with the first of themonth and ends on the last day of the month.0 The report data comes from Call-By-Call tables.1 The report data comes from 15-minute tables.2 The report data comes from the Daily tables.3 The report data comes from the Weekly tables.4 The report data comes from the Monthly tables.DataRollupLevel ParameterA31003-S2251-A200-4-76A9, August 2004C-10 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.12GroupingData TypeValuesNumber0 Customized report that does not have a granularity file associated with it.1 Customized report has an associated granularity file. By convention, thisgranularity file contains the same information as the regular customized report,though this information is more detailed. The granularity file also has the samename as the customized report, with a G displayed as a suffix.If you want to add a customized report that has a granularity file associated withit, you only need one .rcf file that contains the specifications for the originalcustomized report.However, both the customized report and the granularity file need to be added tothe reports subdirectory of rrclient. You also need to use the same viewname and parameter names (and number) in the customized report and thegranularity file.Table C-12C.3.1.13This Release 3 feature is not used in Release 4.0 or 5.0. Therefore, all reportsare currently being designed to have a value of zero.NCCGrouping ParameterDescriptionValueTable C-13Indicates whether the customized report is a Networked Call Center report.Yes/NoNCC ParameterA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-11

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.14MediaTypeData TypeDescriptionBit MaskThis parameter can be used to restrict the report to agents or call typesassociated with particular media types (telephony, callback, email, or chat).The MediaType field is used to indicate to Reporter which media type that aselected item must have configured in order to qualify for inclusion in thisreport. At the current time, only agents and call types have associated mediatypes.For example, a report may contain data derived only from email sources.Therefore, the only agents that should be presented for selection with thisreport would be Email agents. A Telephony agent should not be in the list.Other reports may contain telephony and email data and so both Telephonyand EMail agents, are displayed.When trying to figure out the media type:●●●●Decide the items to be included in the report (call types, agents, emailresolutions, for example)Determine if the items to be included can have an associated media typeDetermine if the data in the report is limited to a particular media typeDetermine the media type for the report based on the above.A value of 32767 means any media type is acceptable. 3 would mean that onlyTelephony and Callback media types are acceptable, and so on.A report may specify multiple media types in this field. Reporter will display forselection all entities that support at least one of those media types.Values1 Telephony2 Callback4 Email8 ChatTable C-14MediaType ParameterA31003-S2251-A200-4-76A9, August 2004C-12 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.15ViewNameData TypeDescriptionTextThe name of the Informix view that the report uses.If CriteriaType (above) is not zero, then the view must contain the compositekeys that are used in the report. Refer to Section C.6 on page C-25 for adiscussion on the composite keys.If CriteriaType is zero, then select the first view (table).In either case, the view name (or table name) can be found when you look atthe Set Location pop up from the Database menu. The list box labeledDatabases: contains the list of views and tables.Table C-15C.3.1.16Design database reports contain an X for this field.ViewName ParametertimeFieldNameData TypeTextDescription ● If the report has a date/time range, you must define what field in the view(or table) would be used to find the range. Reporter will use this to createthe where condition for the date/time range of the report (The field is oftennamed “recordtimestamp”).● If the report has no date/time range, you can enter None for this field.Table C-16timeFieldName ParameterC.3.1.17ReportFileLocationData TypeDescriptionTable C-17TextThe name of the customized report template, including the .rpt extension.ReportFileLocation ParameterA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-13

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.18reportPreviewFileData TypeDescriptionTextThe name of the .JPG file that contains the bitmap picture of the report,including the .JPG extension.These files are kept in the Report Previews folder under the appropriatelanguage folder.Table C-18C.3.1.19If no preview file is available, use the default file, nopreview.jpg. This willprovide a bitmap when the Report Preview is selected in Reporter. It isacceptable to leave this parameter blank and not assign a JPG file. In thiscase, Reporter will use the default file, nopreview.jpg automatically.reportPreviewFile ParameterReportTitleData TypeDescriptionTable C-19C.3.1.20TextThe customized report title, as it will appear in the left panel of the Reporterwindow.ReportTitle ParameterTreeViewLocationData TypeDescriptionFormatTable C-20TextThe location of the customized report in the treeview.Note: The title must have a slash ( \) at the end.Parent Node\Child Node1\ChildNode2, etc.For example: Call-By-Call Reports\Outgoing Network Traffic\TreeViewLocation ParameterA31003-S2251-A200-4-76A9, August 2004C-14 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.21ParmUsageCodeThis is the list of allowed elements for the ParmNames list.Data TypeDescriptionTable C-21For every y, the corresponding report template parameter must be defined in the reporttemplate. The correct report template parameter name is given in the above list.The report template parameter descriptions are as follows:Your NameTextThe text string which contains y or n characters. It indicates the reporttemplate parameters used in the customized report, in the following order:● Your Name● Report Start DateTime● Report Start Time● Report End DateTime● Report End Time● Begin Agent ID● End Agent ID● Display Details● Local Site● Profile Interval● Use GMT● Media Type● Indiv CT TotalThe value type is set to a string. This report parameter is used to pass the name of the userthat is running the report. When this is a parameter in the report, the Reporter application userinterface will display the value from the Prompt parameter, which is usually "User Name", anda text field on the Reports Parameters tab.Most reports are designed to display the user that has requested the report and so need thisparameter.>Valid ParmNames elementsFor the following date and time fields (Report Start DateTime, Report Start Time,Report End DateTime, and Report End Time), the date and times are entered by theuser as local time. Reporter will take this local time and convert it into GMT time. ThisGMT time is sent into the report template The only exception is when the DisplayTimes in GMT box is selected. In this case, the dates and times are already in GMTand no conversion is needed. But in any case, the Reporter will always pass GMTdates and times to a report template.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-15

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchReport Start DateTimeThe value type is set to a string, but this is actually a date time of the format YYYY-MM-DDHH:MM:SS.XXX. This tells the Reporter to display the "Start Date" field on the ReportParameters tab so that the user can enter the start date. Reporter then passes that date to thetemplate after appending the time.Report Start TimeThe value type is set to a string. This tells the Reporter to display the "Start Time" field on theReport Parameters tab so that the user can enter the starting time. Reporter then appendsthat time to the parameter "Report Start DateTime". The "Report Start Time" parameter isusually blank when it reaches the report.Start and End Times should be used only in reports that allow time frames of less than a day.Examples would be the 15-minute reports and the Call-by-Call reports. Configuration typereports will never need the time or date.Report End DateTimeThe value type is set to a string, but this is actually a date time of the format YYYY-MM-DDHH:MM:SS.XXX. This tells the Reporter to display the "End Date" field on the ReportParameters tab so that the user can enter the End date. Reporter then passes that date to thetemplate after appending the time.Report End TimeThe value type is set to a string. This tells the Reporter to display the "End Time" field on theReport Parameters tab so that the user can enter the end time. Reporter then appends thattime to the parameter "Report End DateTime". The "Report End Time" parameter is usuallyblank when it reaches the report.Begin Agent IDThe value type is set to a string. This parameter is obsolete.End Agent IDThe value type is set to a string. This parameter is obsolete.Display DetailsThe value type is set to a number. This tells the Reporter to display the "Display Details" checkbox on the Reports Parameters tab. This allows the user to control whether or not they seedetails in the report. If the “Display Details” is checked, Reporter returns a 1 to the report. If itis not checked, then Reporter returns a 0.An example of the use of this parameter, is with certain summary reports. When the check boxis not selected, the report shows one line of information for each item within the report. Whenselected, the report shows that summary line and the detail lines, such as the 15-minuteintervals, which make up the summary line.A31003-S2251-A200-4-76A9, August 2004C-16 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileLocal SiteThe value type is set to a string. This does not effect the Reporter application user interface.When the parameter is used in a report, Reporter passes the server name and the type of sitethat the report is from. (Example: ol_rrserver - Production Database) to the reportProfile IntervalThe value type is set to a string. This tells the Reporter to display the "Profile Interval" field onthe Report Parameters tab. This field allows the user to enter the number of seconds that willbe used to set the profile intervals within the Profile reports.An example of the use of this parameter is with the Call Type Answered Call Profile Report.The user may select from five to 30 seconds in five-second increments. The default value forthe field is 30 seconds.Use GMTThis tells the Reporter to display in the Reports Parameters screen a radio box pair that letsthe user choose whether rollup data in daily, weekly, or monthly reports uses data from theGMT Rollup data tables or from the raw rollup tables provided to the Cental Reporting Serverby Production Servers.This parameter should only be used for reports run against a Central Reporting Server, andrunning reports against daily, weekly, or monthly rollup data.Media TypeThis tells the Reporter to display in the Reports Parameters screen a list that lets the userchoose a specific media type or to choose all media types to be reported on.Indiv CT TotalsThis tells the Reporter to display in the Reports Parameters screen a check box that lets theuser specify whether they want the report to include totals for each call type.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-17

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchC.3.1.22ParmNamesThis is the set list of report template parameter names as described above.Data TypeDescriptionTable C-22C.3.1.23TextThe report template parameter names, as they appear in the customizedreport.There must be at least one string. If not using any parameters, the string“None” (or any string) works.The names must match the parameters in the customized report. To viewthese names, open the corresponding customized report and selectParameter Fields from the Insert menu. Verify the parameter names on theParameters page. The parameter names must be separated by the “|”character. For example: Your Name|Report Start DateTime|Report EndDateTime|Local Site.Parameter NamesPromptData TypeDescriptionTable C-23C.3.1.24TextThe report template parameter names that will be displayed to the user as theyappear on the Report Parameters tab. This is the list of labels that you wishReporter to use on the Reporter application user interface so that your usersknow what to set for a report.There must be at least one string. If not using any parameters, the string“None” (or any string) works.The prompt for the report parameters. They must match the number and orderof the previous two fields, ParmUsageCode and ParmNames. The promptsmust be separated by the “|” character.For example: User Name|Start Date|End Date|Local Site.Report Parameters Tab LabelsNumOfDataFileData Type NumberDescription This parameter is obsolete. Set it to 1.Table C-24 Data File NumberA31003-S2251-A200-4-76A9, August 2004C-18 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileC.3.1.25SubreportUsedData TypeDescriptionValueTable C-25C.3.1.26TextThis parameter is obsolete. Set it to No.Yes/NoSubreport UsedDbTypeData Type NumberDescription Database type used in the report.Values0 Access Database1 Informix DatabaseTable C-26 Database TypeC.3.1.27displayGMTData TypeDescriptionValueTable C-27C.3.1.28TextTells Reporter whether to put up a check box labelled “Display Time as GMT”on the Report Parameters tab . Applicable only to the central site. Allows theuser to see the report in GMT and not in local time.This flag should only be used on reports that use data that comes from either aCall-by-Call or a 15-minute table. It should never be used on reports that usedata that comes from Daily, Weekly, or Monthly tables.Yes/NoDisplay Times as GMT PromptSpecialCaseData TypeDescriptionTable C-28NumberThis flag is used to tell Reporter to execute special code for some case. Eachcase will have its own value.Special Case ProcessingA31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-19

MRGparam.fmCustomized Reports and ODBC ConnectivityCreating the RCF Text FileNur für den internen GebrauchValues0 No special processing1 Single day processingTable C-28 Special Case ProcessingSpecial Case Descriptions:Single Day Processing:The code for this Special Case tells Reporter that this report is limited to a single input date sothat the report will cover no more than a 24-hour time interval.Required setup:The following RCF parameters must be set up in the ParmUsage, ParmNames, and Promptparameters as follows:●●●●"Report Start DateTime""Report End DateTime""Report Start Time""Report End Time"Recommended setupBelow are the recommended settings for the RCF parameters, but they can be changed asneeded.● “AppendTimeType” to a 4 (append .00 and .000)●“MaskTimeType” to a 2 (hh:mm allow any time increment)Description of operation:The Reporter application user interface will display the Report Start and End Dates and theReport Start and End Time fields in the Report Generation dialog box. The End Date field willbe disabled. The Start Time and End Time will be set initially to 00:00 instead of the normal08:00 and 17:00. The Start Date will initially be set to today and the End Date to tomorrow. Thiswill allow the customer to see a full 24-hour time interval for today.The setting of the End Time will determine how the Report End Date is set. When the End Timeis set to 00:00, then the End Date will be equal to the Start Date plus one. When the End Timeis not set to 00:00, then the End Date will be equal to the Start Date.If the Start Date is changed, then the End Date will be changed also, using the rules above.A31003-S2251-A200-4-76A9, August 2004C-20 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityAdditional Required Parameters for Customized ReportsC.4 Additional Required Parameters for Customized ReportsThere are five additional report template parameters that Reporter expects any report to have.These are:●●●●●Version NumberFile NameTime OffsetUse Time OffsetRestricted LevelThe parameters are described below:File NameThe value type is set to a string. The Reporter uses this to pass the file name of the templateto the report. The standard reports print this file name in the footer of the report as this can bea useful debugging tool to the report developer.Version NumberThe value type is set to a string. The Reporter uses this to pass the version number of theReporter application to the template. The standard reports print this version number in thefooter of the report, to give Customer Support the version number of Reporter. It is highlyrecommended that you do the same in custom reports.Time OffsetThe value type is set to a number. The Reporter uses this to pass the GMT time offset basedupon the starting date time of the report. This offset can then be used to calculate the local timeusing a formula such as:DTSToDateTime ({?Report Start DateTime})+({?Time Offset}/1440);Warning: the above formula can produce rounding errors for some GMT offsets. In addition, ifthe report crosses a DST time change, then the part of the report that crossed the time changewill be using a GMT offset that is wrong by one hour.Use Time OffsetThe value type is set to a number. The Reporter uses this to pass whether or not a conversionfrom GMT should be performed. 0 indicates that no conversion is necessary and non-zeroindicates that a conversion is necessary. This parameter can then be used to calculate the localtime using a formula such as:A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-21

MRGparam.fmCustomized Reports and ODBC ConnectivityReporter User Function LibraryNur für den internen GebrauchDTSToDateTime (ReporterConvertIFGMTToLT (ToText({?Report Start DateTime}), {?UseTime Offset}))By using this parameter and the GMT time conversion functions described below, all GMToffsets and DST time changes will be calculated properly.Restricted LevelThe value type is set to a number. The Reporter uses this to pass in the restricted level settingof the system to the report. It will be passed to all reports even if the report is not concernedwith the restriction levels.) This can then be used to properly format the information based uponthe restriction level. This is related to the RCF parameter "reportLevel".C.5 Reporter User Function LibraryTo make certain common reporting tasks easier and more accurate, several user-definedfunctions are available for use in both the Crystal Reports runtime and developmentenvironments. These functions are maintained in a Crystal Reports User Function Library(UFL). This UFL is loaded at the same time that Reporter is loaded. This section describes thefunctions and how they work.C.5.1GMT Time Conversion FunctionsC.5.1.1ReporterConvertIFGMTToLTDescription: This function provides GMT conversion as needed for date time strings that arein the Informix format. The Informix format is YYYY-MM-DD HH:MM:SS.XXX. Using thisfunction within the report will eliminate the problem of having the wrong time offset when thereport spans a Daylight Savings time change.Input:Output:Usage:Date time string in Informix format in GMT.A flag to decide whether to convert the input date time string or not. (0 = No, Non-zero =Yes).Date time string in the Informix Format that is now in the correct time zone based upon theinput flag.ReporterConvertIFTMTToLT (ToText (RecordTimeStamp), BooleanOffset).A31003-S2251-A200-4-76A9, August 2004C-22 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityReporter User Function LibraryC.5.1.2ReporterConvertLFGMTToLTDescription: This function provides GMT conversion as needed for date time strings that arein the Regional Settings format of the client PC. Using this function within the report willeliminate the problem of having the wrong time offset when the report spans a Daylight Savingstime change.Input:Output:Usage:Date time string in the Regional Settings of the client PC in GMT.A flag to decide whether to convert the input date time string or not. (0 = No, Non-zero =Yes).Date time string in the Informix Format that is now in the correct time zone based upon theinput flag.ReporterConvertLFTMTToLT (ToText (RecordTimeStamp), BooleanOffset).C.5.2Time Formating FunctionsC.5.2.1 ReporterTimeFormatToHHMMSSDescription: Convert input time duration in seconds into hh:mm:ss formatInput:Time duration variable in seconds.Output:Time duration string formatted as HH:MM:SS.Usage:ReporterTimeFormatToHHMMSS (dTimeInSec);C.5.2.2ReporterTimeFormatToHHMMDescription: Convert input time duration in seconds into hh:mm formatInput:Time duration variable in seconds.Output:A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-23

MRGparam.fmCustomized Reports and ODBC ConnectivityReporter User Function LibraryNur für den internen GebrauchUsage:Time duration string formatted as HH:MM.ReporterTimeFormatToHHMM (dTimeInSec);C.5.2.3 ReporterTimeFormatToMMSSDescription: Convert input time duration in seconds into mm:ss formatInput:Time duration variable in seconds.Output:Time duration string formatted as MM:SS.Usage:ReporterTimeFormatToMMSS (dTimeInSec);C.5.3Math FunctionsC.5.3.1ReporterTimeDivideValueDescription: Divides the parameters with a check against division by zero.Input:Output:Usage:NumeratorDenominatorIf the denominator is 0, returns 0, else returns the result of the division.ReporterTimeDivideValue (Numerator, Denominator);C.5.3.2ReporterTimeGetPercentageDescription: Calculates the percentage of the parameters with a check against division byzero.Input:Numerator.A31003-S2251-A200-4-76A9, August 2004C-24 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivitySelecting Members in a ReportOutput:Usage:Denominator.If the denominator is 0, returns 0, else returns the result of the division as a percentage.ReporterTimeGetPercentage (Numerator, Denominator);C.6 Selecting Members in a ReportIf CriteriaType (Section C.3.1.7 on page C-8) in your RCF file is set to a non-zero value, thenyou must follow the instructions that are specified in this section.Many of the standard reports allow you to select individual members (agents, call types, emailresolution types, etc.) for a report. The report, the views that it uses, and Reporter itself mustwork together to uniquely identify those selected members, so that the correct data can beextracted from the database.The unique key that identifies a member is called a composite key. This key is a combinationof the unique site key, unique member key, and, in some cases, a flag to indicate whether thiskey relates to FlexRouting.When the CriteriaType is set to a non-zero value, Reporter will display a list of the membersthat fit that criteria type. When members are selected, Reporter will add the appropriatecomposite keys for the members to the select statement that is sent to the server. It will looksomething like:WHERE (vct_summary.compositekey in (‘129001541’, ‘129010020’)) and ...It is also possible to select all members in a site rather than individual members. In this case,Reporter will add to the select statement the appropriate site key. This addition will looksomething like:WHERE (vct_summary.sitekey in (‘937001’)) and ...Several views have been created on the server to make it easier for you to use composite andsite keys. The views will contain some configuration information in an effort to make it easier tocreate your report. These you may wish to refer to in your report, rather than going directly tothe configuration table. In addition, the views will contain a site key named after the site keydefined in the base table that the view is expected to use. This should make it easier to link theview to the other tables. This will duplicate the actual sitekey field.The custom reports using these views will only report on the historical data for the currentlyconfigured items. For example, if an agent has historical activity for yesterday, but has sincebeen moved to another department, his/her activity while in the original department will notshow up on reports run after he/she moved.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-25

MRGparam.fmCustomized Reports and ODBC ConnectivitySelecting Members in a ReportNur für den internen GebrauchThe views are:* indicates a field that can be linked on.Criteria Key View Name Fields in viewType0 None needed1 vk_agents Used in agent and department reports.compositeagent, compositeteam, sitekey*, nameofsite,agentsite*, agentkey*, agentname_fml, agentname_lfm,departmentkey*, departmentname, agentID, UserTypeThe agent name is presented in two ways, First Middle andLast names and Last First and Middle names.2 vk_calltypes_rr Used for HPPC call types only.compositekey, sitekey*, nameofsite, arrivalsite*, calltypekey*,calltypename4 vk_calltypes_acd Used for ACD groups only.compositekey, sitekey*, nameofsite, arrivalsite*, calltypekey*,calltypename6 vk_calltypes Used for both call types and ACD groups. The call type keyand name will be for either a call type or an ACD groupcompositekey, sitekey*, nameofsite, arrivalsite*, calltypekey*,calltypename8 vk_callbackorigins Used for callback originscompositeorigin, sitekey*, nameofsite, arrivalsite*, callorigin*16 vk_emailresolution Used for Email Resolutionscompositekey, sitekey*, nameofsite, arrivalsite*,emailtermtype*32 vk_sources Used for Sourcescompositekey, sitekey*, nameofsite, arrivalsite*,resourcetype, resourcenum, resourcelength, resourcekey*,resourcename64 vk_destinations Used for Destinationscompositekey, sitekey*, nameofsite, arrivalsite*,resourcetype, resourcenum, resourcelength, resourcekey*,resourcename128 vk_trunkgroups Used for Trunk Groupscompositekey, sitekey*, nameofsite, arrivalsite*,resourcetype, resourcenum, resourcekey*, resourcenameTable C-29Criteria Type ViewsA31003-S2251-A200-4-76A9, August 2004C-26 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivitySelecting Members in a ReportIn addition to the views above, it is possible to use the views that were created for the standardreports. These views have the appropriate composite keys, but since the views were designedfor the needs of a particular report, they may not have all the information that exists in the tableon which the view is based.The steps to follow in using composite keys are:1. Set CriteriaType to the correct value.2. Pick the view that contains the composite key you require.3. Set the ViewName to that view.1. In the Crystal template, using Set Location, define that view as a view for the report.2. You do not actually need to refer to the composite or site key in the report. It just needsto be defined in one of the views used by the report.3. Some field in the view must be used in the report template before Crystal Reports willinclude the view in the information retrieved from the database. Using any of theconfiguration information from the view will satisfy this condition.4. Be sure that you link the composite key view with any other tables or views that youuse.5. If you are linking in multiple configuration tables or views, be very careful to make surethat you are NOT linking on the lockedtimestamp and lockedby fields. If you do link oneither or both of these fields, you will never receive any data because you will neverreceive a matching join.6. You will have to modify the SQL statement after the report is designed. Crystal Reportsunfortunately does not follow ASCII standard SQL, but instead uses Microsoft Accessrules for the SQL. The reporting database expects ASCII standard SQL. Themodifications that need to be done are:1. Remove from the SQL statement the {}, oj, INNER JOIN, and ON2. Add a comma between each table in the FROM portion of the statement3. Add “WHERE” after the list of the tables in the FROM portion.The following is an example of the changes:This is the original SQL Query from Crystal ReportsSELECTcalltypefifteenmin.recordtimestamp,calltypefifteenmin.numanswered,calltypefifteenmin.numabandoned,calltypefifteenmin.numtimedout,calltypefifteenmin.totabanwaittime,A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-27

MRGparam.fmCustomized Reports and ODBC ConnectivitySelecting Members in a ReportNur für den internen Gebrauchcalltypefifteenmin.numunsuccessful,calltypefifteenmin.maxwaittime,calltypefifteenmin.totwaittime, vk_calltypes.nameofsite,vk_calltypes.calltypenameFROM{ oj rrrpdb:informix.calltypefifteenmin calltypefifteenminINNER JOIN rrrpdb:informix.vk_calltypes vk_calltypes ONANDORDER BYcalltypefifteenmin.arrivalsite = vk_calltypes.arrivalsitecalltypefifteenmin.calltypekey = vk_calltypes.calltypekey}vk_calltypes.nameofsite ASC,vk_calltypes.calltypename ASC,calltypefifteenmin.recordtimestamp ASCThis is what it should be changed to:SELECTcalltypefifteenmin.recordtimestamp,calltypefifteenmin.numanswered,calltypefifteenmin.numabandoned,calltypefifteenmin.numtimedout,calltypefifteenmin.totabanwaittime,calltypefifteenmin.numunsuccessful,calltypefifteenmin.maxwaittime,calltypefifteenmin.totwaittime, vk_calltypes.nameofsite,vk_calltypes.calltypenameFROMWHEREANDORDER BYrrrpdb:informix.calltypefifteenmin calltypefifteenmin,rrrpdb:informix.vk_calltypes vk_calltypescalltypefifteenmin.arrivalsite = vk_calltypes.arrivalsitecalltypefifteenmin.calltypekey = vk_calltypes.calltypekeyA31003-S2251-A200-4-76A9, August 2004C-28 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityConverting Version 4 or 5.01 Custom Reports to Version 5.1vk_calltypes.nameofsite ASC,vk_calltypes.calltypename ASC,calltypefifteenmin.recordtimestamp ASCC.7 Converting Version 4 or 5.01 Custom Reports to Version 5.1This section explains how to convert a custom report that was created for HiPath ProCenterVersion 4 or 5.0.1 to one that will work with Version 5.1. For details on the meanings andsettings of the following, please refer to the earlier sections in this appendix.C.7.1Upgrading a Version 4 Custom ReportIn order to upgrade a version 4 custom report, you must perform the following steps:●●Upgrading the Report TemplateUpgrading the RCF FileYou must also perform the steps required to up grade to a 5.0.1 custom report. For details, seeSection C.7.2, “Upgrading a Version 5.0.1 Custom Report”, on page C-31.C.7.1.1Upgrading the Report TemplateAdd the parameter “Use Time Offset” to the RPT file (report template). Its value type is anumber. You can set the default to 0.C.7.1.2Upgrading the RCF FileNote that none of the parameter keywords are case sensitive. Order no longer matters in theRCF file, except for the first line. Every parameter must have its keyword followed by an equalssign and then the value of the parameter.1. Make the first line of the file to be: “HiPath ProCenter Reporter Custom ReportConfiguration File”2. Add a new parameter line that is: “Version = 5.1”3. You must edit the ParmUsageCode parameter to account for the fact that it is now a 13-character parameter. Prior to the version 5.1, it was a 10-character parameter.>For detailed information on the ParmUsageCode parameter, see Section C.3.1,“Format of the RCF Text File”, on page C-3.4. Remove reportType from the file and replace it with the following parameters: DataInGMT,CriteriaType, and ReportCategory. Set each parameter according to the following table:A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-29

MRGparam.fmCustomized Reports and ODBC ConnectivityConverting Version 4 or 5.01 Custom Reports to Version 5.1Nur für den internen GebrauchIf reportType is: Set DataInGMT to: Set CriteriaType Set ReportCategory to:to:0 No 0 See ReportCategoryabove3 No 0 14 Yes 0 15 Yes 0 310 Yes 1 211 No 1 220 Yes 2 221 No 2 230 Yes 16 231 No 16 240 Yes 8 241 No 8 250 Yes 6 251 No 6 260 Yes 4 261 No 4 2301 Yes 0 3302 Yes 0 3Table C-30Parameter updates5. Add the parameter FeaturesUsed = 0. This will always load the report into the Report Tree.6. Add the parameter MediaType = 32767. This will say that everything is acceptable. If youwish better control, please see the description of MediaType above.7. Add the parameter SpecialCase = 0.A31003-S2251-A200-4-76A9, August 2004C-30 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGparam.fmCustomized Reports and ODBC ConnectivityConverting Version 4 or 5.01 Custom Reports to Version 5.1C.7.2Upgrading a Version 5.0.1 Custom ReportTo upgrade a 5.0.1 custom report to 5.1:1. Change the spelling of the DataRollupLvl parameter name to DataRollupLevel.The length of the ParmUsageCode parameter has been increased by three digits toaccount for three new Report Template parameters: Use GMT, Media Type, and Indiv CTTotal. Since the ParmNames and Prompt RCF file parameters specify relatedinformation, those parameters also must be updated.2. Update the ParmUsageCode, ParmNames, and Prompt parameters. For details, see thefollowing:– Section C.3.1.21, “ParmUsageCode”, on page C-15– Section C.3.1.22, “ParmNames”, on page C-18– Section C.3.1.23, “Prompt”, on page C-18A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide C-31

MRGparam.fmCustomized Reports and ODBC ConnectivityConverting Version 4 or 5.01 Custom Reports to Version 5.1Nur für den internen GebrauchA31003-S2251-A200-4-76A9, August 2004C-32 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtrbl.fmTroubleshootingIf Reporter Is Down, Reports Do Not RunDTroubleshootingThis appendix provides troubleshooting information. Many of the Reporter errors are recordedin an error log that could provide assistance in solving the problem. For Windows 95 or 98, theerror log is located in c:\Windows and is called VBEvents.log. For Windows NT or 2000,the error log is the standard Application Log that can be viewed using the Event Viewer underAdministrative Tools.D.1 If Reporter Is Down, Reports Do Not RunIf Reporter is not running, the reports that you have scheduled will not run. When Reporter isstarted again, any overdue reports will be run, and then rescheduled.For example, you have a report that runs daily Monday through Friday. The supervisor logs offafter the report has run on Friday and then is away for the first three days of the next week. Noone else logs onto that computer.When the supervisor logs into Reporter on Thursday, the Monday report (which was in thescheduled list when Reporter stopped) will run. Reporter will schedule the next run of the reportfor Thursday, assuming the supervisor logged in before the run time. There will be no Tuesdayor Wednesday report.D.2 Handling Report ProblemsProblemThe report display appearsto be misaligned.A scheduled report does notprint.A report does not containdata.The statistics in severalreports do not match eachother.Table 8-4SolutionNo default printer has been defined for the client. From the Startmenu, select Settings and click Printers. Use the Add Printerwizard to define your printer.Verify that the printer is online and available.Verify that Reporter is up and running on the client. Refer toSection D.1.Verify that the dates in the report cover a time that actuallycontains data and that the data has had time to be rolled up. (Forexample, reports based on Monthly rolled-up data are notavailable until the month has been fully completed.) Verify thatthe report date and time range are for a time in the past and notthe future.Verify that all the reports are using exactly the same date andtime range. Verify that all the reports are for the same entities(agents or call types for example).A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide D-1

MRGtrbl.fmTroubleshootingHandling Report ProblemsNur für den internen GebrauchProblemThe data and/or totals in thereport seem to be incorrect.When trying to add acustom report, the RCF filedoes not show up in theCustom Report dialog box.Formatting problems suchas:● Too many decimalplaces in somecolumns,● Incorrect time/dateformats● Incorrect thousandsseparatorSome of the text in thereport is in the wronglanguage. For example thepage number will say “pagex” OF “page y” rather thantranslating the OF into thecorrect language.A strange dialog pops upwhen you are running areport. This dialog box isrequesting that you inputparameters.Most of the text in Reporter,including the reports, is inthe wrong language.Reports based on one typeof data, like the 15-minutedata, do not compare to themonthly totals.Table 8-4SolutionRefer to Section 6.1, “Understanding the Reports andCalculations”.Verify that the RCF file is in the proper directory (rrclient). Verifythat the RCF file does not have the same reportid value asanother existing custom report.All of these are symptoms of the wrong Regional Settings in theWindows Control Panel. Reporter uses these settings for manydefaults, such as the date/time format.Before you change the date/time format in the RegionalSettings, you must delete all currently saved or scheduledreports because they will be using the old format for date/time.If they are not deleted, Reporter will not work correctly.This is also a symptom of the wrong Regional Settings in theWindows Control Panel. The Regional Settings tab is set to thewrong region. Close Reporter and set it to the correct region.To allow the report to continue, click Cancel on the dialog box.No input is necessary.This is a symptom of the wrong Regional Settings in theWindows Control Panel in comparison to the language setting inRegional Options of Reporter. They do not match. Forexample, Reporter may be set to English and the RegionalSettings may be set to German.Change one or the other so that they match.The language setting in Regional Options of Reporter is not setto the correct language.Check to ensure that the data has not been rolled off of thesystem.A31003-S2251-A200-4-76A9, August 2004D-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGtrbl.fmTroubleshootingHandling Report ProblemsProblemWhen you open a designdatabase, you get an errormessage that the databaseis invalid.When running a report getthe error message “Cannotcreate data source”.When you make an errorduring log in, your log inwindow reverts to aprevious server.When logging in get amessage about “InvalidLogon ID”Elements such as newagent names and call typenames are not appearing inthe reports.Table 8-4SolutionMake sure that the file actually exist where you say it exists.Make sure that the database was created by the Administratorapplication.Make sure that the database is not set to read only in itsproperties. Right-click and select Properties.This has several possible causes. Often it means that thedatabase that holds the strings for the report has becomecorrupted, and the strings for the report you are executing do notexist. Please contact your system administrator for assistance ingetting a new database installed on your machine. The easiestway to do this may be to reinstall the Reporter application afteryou have backed up your schedules.If you log in to more than one server and make an error whenlogging into one of them, the Reporter is designed to redisplaythe server to which you last connected. So you may have toreenter the server information.This can be caused by several problems. The most common isthat you have typed your password or the user ID incorrectly. Itcan also occur when a connection cannot be made to theserver’s database. There can be a number of causes, nonoperationalLAN connection or Informix not being online, forexample.Ensure that the Reporting Database has been updated from theAdministration Configuration Database. Refer to Section 2.6.1on page 2-10.Ensure that you have logged off and then back on after any suchdatabase update.Ensure that the Administrator shows the elements that you wereexpecting.A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide D-3

MRGtrbl.fmTroubleshootingHandling Report ProblemsNur für den internen GebrauchA31003-S2251-A200-4-76A9, August 2004D-4 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGbookIX.fmIndexIndexZAAgent Callback Reports 6-92agent level of reporting 6-1Agent Résumé Configuration Data report 7-8agent schedule data report 8-9Agent State Reason Report 6-34Agent States Report 6-20Agent Summary by Call Type Report 6-15, 6-24, 6-28, 6-36, 6-41Agent Work Load Breakdown Reports 6-8Agent Work Load reports 6-3Agent Wrapup Reason Report 6-33audit reportsaudit trail report 8-1defaulted routing report 8-6error report 8-4limits 2-9audit trail report 8-1auto roll time period 5-5Ccalculations for statistical reports, interpreting6-1Call Steps Report 6-88Call Type Answered and Abandoned PieChart 6-80Call Type Answered and Abandoned Reports6-76Call Type Average Queue Time Report 6-70Call Type Configuration Data report 7-10Call Type Contact Volume Report 6-64Call Type Network Traffic Reports 6-84Call Type Service Performance Report 6-67Call Type Service Summary Report 6-52, 6-56, 6-105, 6-109, 6-117, 6-121Call Type Summary by Agent Report 6-60Call Type Summary reports 6-48Call Type Volume Summary Report 6-52Call Type Wrapup Reason Report 6-83call-by-call information A-1Call-by-Call Reporting feature 2-7CallRecord Table A-1CallTypeSiteData table A-50central reporting server, effects on Reporter2-11chart types for graphical reports 4-5configuration dataAgent Résumé 7-8Call Type 7-10Message 7-16Routing Table 7-17configuration data reports 7-1configuration reportsagent work load 6-3Call Steps 6-88Customer Value Routing ConfigurationData 7-21performance impact 2-10Customer Value Routing Configuration DataReport 7-21customizing reports 2-13Ddaily scheduling 5-6data dictionary for Graphical Report Writer B-1data types 5-1database tablescall record A-1defaulted routing report 8-6department level of reporting 6-1Department Level Routing, reporting level 6-1EEmail Resolution Summary Report 6-34, 6-46, 6-52, 6-56, 6-105, 6-109, 6-113, 6-117entity limits 2-8error report 8-4ErrorRecord table A-82A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide Z-1

MRGbookIX.fmIndexNur für den internen GebrauchFfeedback, documentation 1-3Full Performance Routing, reporting level 6-1Ggenerating a report 3-12GMT (Greenwich Mean Time), displaying forCentral Reporting 2-11Graphical Report Writer, data dictionary B-1Graphical Report Writer, description 4-1Greenwich Mean Time (GMT) and CentralReporting 2-12guidelines for statistical reports 6-1Hhourly reports 5-4start and end times 5-6Iimpact on server 2-8interface for Reporter 3-1Llimit on number of records in reports 2-8limits on statistical reports 2-9load allocation data report 8-8Mmain Window of Reporter 3-2menu bar 3-3Message Configuration Data report 7-16monthly scheduling 5-6NNetwork Reportingtemplates 2-7Network Reporting templates 2-7No Performance Routing, reporting level 6-1Notifications table A-75Oone-time reports 5-4Pperformance of server 2-8Preview function 3-3problems with reports, troubleshooting D-1Rrecommendations for running reports 2-10regional settings 2-10Report Explorergenerating a report 3-12report templatescustomizing 2-13Network Reporting 2-7report times 5-3Reportercapabilities 2-1reportingCall-by-Call Reporting 2-7customizing reports 2-13generating a report 3-12Network Reporting templates 2-7updating the Reporting Database 2-10Reporting Databaseupdating 2-10Reporting Database tablesCallTypeSiteData A-50ErrorRecord A-82Notifications A-75WrapupData A-72reporting database, tables A-1reportsaudit trail report 8-1error report 8-4Restricted Reporting and Central Reporting2-12Restricted Reporting Level 6-1Routing Table Configuration Data report 7-17run time 5-4Sscheduling a report 3-5server impact 2-8simulation reportsagent schedule data report 8-9load allocationdata report 8-8site level of reporting 6-1special terms in Reporter 6-2A31003-S2251-A200-4-76A9, August 2004Z-2 HiPath ProCenter Reporter User Guide

Nur für den internen GebrauchMRGbookIX.fmIndexstatistical reportsagent callback by call origin 6-92agent states 6-20agent summary by call type 6-15, 6-24, 6-28, 6-36, 6-41agent work load breakdown 6-8agent wrapup reason 6-33call type answered and abandoned 6-76,6-80call type average queue time report 6-70call type callback by origin 6-96call type contact volume 6-64call type network traffic reports 6-84call type service performance 6-67call type summary by agent 6-60call type summary reports 6-48call type wrapup reason 6-83email resolution summary 6-34, 6-46, 6-52, 6-56, 6-105, 6-109, 6-113, 6-117guidelines 6-1interpreting calculations 6-1Ttables in the reporting database A-1temporary filesdeletingdeleting temporary files 2-10This A-75time range 5-4toolbar 3-3troubleshooting D-1types of data used in reports 5-1types of time in reports 5-3UUnassigned, meaning of 6-2Unknown, meaning of 6-2updating the Reporting Database 2-10Wweekly scheduling 5-6work arounds for weekly and montly reports5-2WrapupData table A-72A31003-S2251-A200-4-76A9, August 2004HiPath ProCenter Reporter User Guide Z-3

MRGbookIX.fmIndexNur für den internen GebrauchA31003-S2251-A200-4-76A9, August 2004Z-4 HiPath ProCenter Reporter User Guide