Avaya Aura Contact Center (AACC) or ACCS database schema guide helps to understand the database tables for Avaya Aura contact centers, how to create useful reports using the data stored in those tables.
Avaya AACC contact centers use Intersystems Caché database. You can download the JDBC drivers for Intersystems Caché DB from here. For other drivers and the detailed information, please refer to Intersystems Caché DB documentation page.
Comstice Quartz stores your Avaya AACC data as long as you want and helps to visualise and automate the reporting for Avaya AACC. It offers;
- - Real-Time and Historical Dashboards,
- - Repetitive Call Analysis,
- - Team Visual Scorecards by Email, Daily Weekly, Monthly
- - Per Agent Visual Scorecards by Email, Daily Weekly, Monthly
- - Customer Patience Analysis,
- - Daily Actionable Insights by Email
- - Wrap-Up/Call Result Analysis
- - Call Variable Analysis
- as well as Heatmaps, Drilldown charts from Year on Year to Monthly, Weekly and daily.
You can also integrate other channels such as chat, email and social media and create a unified report for your customer service.
Avaya AACC ACCS Database Schema
There are four databases with tables on the AACC Database server; CCMS database and DBO database both store configuration related information. CBC database stores call by call data i.e. individual call information or call detail records. Stats database stores most of the historical data
Stats Database
Avaya Aura AACC ACCS Stats database stores the historical information collected during the contact center activity.
ActivityCodeStat Views
Description
Activity code statistics identify the type of contacts handled by the agent, as well as provide detailed information about how Not Ready time is spent. This statistic provides information used to monitor agents’ work and time distribution within a work day. It is synonymous to Avaya CMS AUX codes and Cisco Not Ready reason codes.
Using this data, you can create contact center agent efficiency and occupancy reports.
Filters: starttime,endtime,agent name/ID, select interval(15,30,60 mins.,entire report)
ActivityCode Table
Description
This is a configuration table where you can create new activity codes for the agents.
Using this data, you can create contact center agent efficiency and occupancy reports.
Filters: starttime,endtime,agent name/ID, select interval(15,30,60 mins.,entire report), staffed time greater / less than
| Parameter | Description | What's Next? |
|---|---|---|
| ActivityCode | The number assigned to the activity code. VARCHAR(32) | View Sample Scorecard |
| Name | The name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
| ShortName | A display name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
ActivityCodeByContactType Table
Description
This database table returns the activity codes mapped to the contact types.
Using this data, you can create contact center agent efficiency and occupancy reports.
| Parameter | Description | What's Next? |
|---|---|---|
| ActivityCode | The number assigned to the activity code. VARCHAR(32) | View Sample Scorecard |
| ActivityCodeName | The name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
| ActivityCodeTypeName | The Activity Code Type. For example, DefaultNRDY, CustomNRDY, DefaultAct, CustomAct, DefaultACW, CustomACW, and CustomALL. VARCHAR(80) | View Sample Scorecard |
| ContactID | An internal Contact Type ID mapped to the Activity Code. VARCHAR(30) | View Sample Scorecard |
| ContactType | The Contact Type mapped to the Activity Code. VARCHAR(30) | View Sample Scorecard |
| CustID | An internal number for default Customer ID on the server, usually value = 1. VARCHAR(4) | View Sample Scorecard |
| Prefix | This is contact type prefix e.g. EM_ for an Email contact type used in the activity code mapping. VARCHAR(3) | View Sample Scorecard |
| Type | An internal number representing the activity code type. 1-DefaultNRDY,2-CustomNRDY,3-DefaultAct,4-CustomAct,5-DefaultACW,6-CustomACW,7-CustomALL VARCHAR(4) | View Sample Scorecard |
ActivityCodeBySkillset Table
Description
The database view returns the activity codes mapped to the Skillsets.
Using this data, you can create contact center agent efficiency and occupancy reports.
| Parameter | Description | What's Next? |
|---|---|---|
| ActivityCode | The number assigned to the activity code. VARCHAR(32) | View Sample Scorecard |
| ActivityCodeName | The name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
| ActivityCodeTypeName | The Activity Code Type. For example, DefaultNRDY, CustomNRDY, DefaultAct, CustomAct, DefaultACW, CustomACW, and CustomALL. VARCHAR(80) | View Sample Scorecard |
| CustID | An internal number for default Customer ID on the server, usually value = 1. VARCHAR(4) | View Sample Scorecard |
| SkillsetID | An internal number associated with the skillset mapped to the activity code. VARCHAR(4) | View Sample Scorecard |
| SkillsetName | The skillset name mapped to the activity code. VARCHAR(30) | View Sample Scorecard |
| Type | An internal number representing the activity code type. 1-DefaultNRDY,2-CustomNRDY,3-DefaultAct,4-CustomAct,5-DefaultACW,6-CustomACW,7-CustomALL VARCHAR(4) | View Sample Scorecard |
Agent Table
Description
This database table lists the agents and their properties.
Using this data, you can create contact center agent efficiency and occupancy reports.
| Parameter | Description | What's Next? |
|---|---|---|
| ACD_Queue | This is Automatic Call Distribution (ACD) queue assigned to the agent for the calls defaulted. VARCHAR(10) | View Sample Scorecard |
| ACD_Queue | The name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
| ActivityCodeTypeName | The Activity Code Type. For example, DefaultNRDY, CustomNRDY, DefaultAct, CustomAct, DefaultACW, CustomACW, and CustomALL. VARCHAR(80) | View Sample Scorecard |
| ContactID | An internal Contact Type ID mapped to the Activity Code. VARCHAR(30) | View Sample Scorecard |
| ContactType | The Contact Type mapped to the Activity Code. VARCHAR(30) | View Sample Scorecard |
| CustID | An internal number for default Customer ID on the server, usually value = 1. VARCHAR(4) | View Sample Scorecard |
| Prefix | This is contact type prefix e.g. EM_ for an Email contact type used in the activity code mapping. VARCHAR(3) | View Sample Scorecard |
| Type | An internal number representing the activity code type. 1-DefaultNRDY,2-CustomNRDY,3-DefaultAct,4-CustomAct,5-DefaultACW,6-CustomACW,7-CustomALL VARCHAR(4) | View Sample Scorecard |
AgentByApplicationStat Table
Description
For each application included in the report, the report lists summarized agent performance information for each agent that handled a contact from that application. You can use these statistics to monitor an agent’s contribution to an application.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iAgentByApplicationStat
- - dAgentByApplicationStat
- - wAgentByApplicationStat
- - mAgentByApplicationStat
| Parameter | Description | What's Next? |
|---|---|---|
| AgentGivenName | The first or given name of the agent. VARCHAR(64) | View Sample Scorecard |
| AgentLogin | The numeric ID the agent uses to log on to the phone or agent desktop. VARCHAR(16) | View Sample Scorecard |
| AgentSurName | The surname of the agent.VARCHAR(64) | View Sample Scorecard |
| Application | The name of the application handling the contact when the agent answered or accepted it. VARCHAR(30) | View Sample Scorecard |
| ApplicationID | A unique number assigned by the server to identify the application when it is defined. INT | View Sample Scorecard |
| BlendedActiveTime | The elapsed time this agent was simultaneously active, excluding hold, on more than one contact in this or any other application. INT | View Sample Scorecard |
| CallsAnswered | The number of contacts, excluding DN calls, answered or accepted by an agent for this application. INT | View Sample Scorecard |
| CallsConferenced | The number of local Contact Center Manager calls, SIP voice calls, SIP IM contacts, incoming NSBR calls, ACD calls, and NACD calls in this application that an agent conferenced. INT | View Sample Scorecard |
| CallsOffered | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this application and presented to this agent. This statistic includes contacts returned to queue and contacts abandoned during presentation. On the Avaya Communication Server 1000 PABX, this statistic also includes parked calls handled by this application that return to this agent. INT | View Sample Scorecard |
| CallsReturnedToQ | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this application that the agent returned to the skillset queue for reasons other than timeout. INT | View Sample Scorecard |
| CallsReturnedToQDueToTimeout | The application handles the number of local Contact Center Manager calls, SIP voice calls, multimedia contacts, and incoming NSBR contacts. The calls and contacts that automatically return to the skillset queue while in alerting state, after a wait greater than or equal to the answering timeout for this agent as defined in the call presentation class to which the agent belongs. INT | View Sample Scorecard |
| CallsTransferred | The number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by this agent for this application. INT | View Sample Scorecard |
| ConsultTime | The total time an agent spends in consultation while handling contacts for this application. Consultation time occurs during a consult transfer if the caller disconnects and the answering agent remains on the line. INT | View Sample Scorecard |
| ContactHoldTime | The Time Contact Center Manager contacts handled by this agent were on hold, after the contact is answered or accepted in this application. Contacts are automatically placed on hold when not in focus, and manually placed on hold by agents. INT | View Sample Scorecard |
| ContactTalkTime | The sum of time that Contact Center Manager contacts were handled, including on hold, by this agent after being accepted while processed by this application. Multiple contacts from this application handled by this agent can be in active state simultaneously. INT | View Sample Scorecard |
| ContactType | The type of contact determined by the name of this application. If the application name has no prefix, ContactType pegs as Voice. VARCHAR(30) | View Sample Scorecard |
| DNOutExtTalkTime | Avaya Communication Server 1000 PABX only. The total time spent in outgoing external DN calls, including hold time; see DN calls on page 39. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntTalkTime | Avaya Communication Server 1000 PABX only. The total time spent on outgoing internal DN calls, including hold time; see DN calls on page 39. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| HoldTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| PostCallProcessingTime | The elapsed time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent. INT | View Sample Scorecard |
| RingTime | The total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call in this application. Also the total time spent in the Alerting/ Presenting state before accepting a multimedia contact in this application. VARCHAR(30) | View Sample Scorecard |
| Site | The total time an agent spends in consultation while handling contacts for this application. Consultation time occurs during a consult transfer if the caller disconnects and the answering agent remains on the line. INT | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| SourceApplicationName | The name of the application that handled the calls reported in this row at the remote site that was the source for these calls. The name has the following format: application name_site ID. VARCHAR(30) | View Sample Scorecard |
| TalkTime | The elapsed time spent by this agent handling Contact Center Manager contacts accepted in this application. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. datetime 4 | View Sample Scorecard |
| UserID | A unique number assigned by the server to identify the newly added agent. binary 16 | View Sample Scorecard |
| WaitTime | The total time the agent spends waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application. INT | View Sample Scorecard |
AgentBySkillsetStat Table
Description
You can use agent by skillset statistics to monitor an agent’s performance in a skillset. The data fields peg based on a combination of skillset and agent information.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iAgentBySkillsetStat
- - dAgentBySkillsetStat
- - wAgentBySkillsetStat
- - mAgentBySkillsetStat
| Parameter | Description | What's Next? |
|---|---|---|
| AgentGivenName | The first or given name of the agent. VARCHAR(64) | View Sample Scorecard |
| AgentLogin | The numeric ID the agent uses to log on to the phone or agent desktop. VARCHAR(16) | View Sample Scorecard |
| AgentSurName | The surname of the agent.VARCHAR(64) | View Sample Scorecard |
| BlendedActiveTime | The elapsed time this agent was simultaneously active, excluding hold, on more than one contact in this or any other application. INT | View Sample Scorecard |
| CallsAnswered | The number of contacts, excluding DN calls, answered or accepted by an agent for this application. INT | View Sample Scorecard |
| CallsConferenced | The number of local Contact Center Manager calls, SIP voice calls, SIP IM contacts, incoming NSBR calls, ACD calls, and NACD calls in this application that an agent conferenced. INT | View Sample Scorecard |
| CallsOffered | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this application and presented to this agent. This statistic includes contacts returned to queue and contacts abandoned during presentation. On the Avaya Communication Server 1000 PABX, this statistic also includes parked calls handled by this application that return to this agent. INT | View Sample Scorecard |
| CallsReturnedToQ | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts handled by this application that the agent returned to the skillset queue for reasons other than timeout. INT | View Sample Scorecard |
| CallsReturnedToQDueToTimeout | The application handles the number of local Contact Center Manager calls, SIP voice calls, multimedia contacts, and incoming NSBR contacts. The calls and contacts that automatically return to the skillset queue while in alerting state, after a wait greater than or equal to the answering timeout for this agent as defined in the call presentation class to which the agent belongs. INT | View Sample Scorecard |
| CallsTransferred | The number of Contact Center Manager calls, SIP voice calls, ACD calls, NACD calls transferred by this agent for this application. INT | View Sample Scorecard |
| ConsultTime | The total time an agent spends in consultation while handling contacts for this application. Consultation time occurs during a consult transfer if the caller disconnects and the answering agent remains on the line. INT | View Sample Scorecard |
| ContactHoldTime | The Time Contact Center Manager contacts handled by this agent were on hold, after the contact is answered or accepted in this application. Contacts are automatically placed on hold when not in focus, and manually placed on hold by agents. INT | View Sample Scorecard |
| ContactTalkTime | The sum of time that Contact Center Manager contacts were handled, including on hold, by this agent after being accepted while processed by this application. Multiple contacts from this application handled by this agent can be in active state simultaneously. INT | View Sample Scorecard |
| ContactType | The type of contact determined by the name of this application. If the application name has no prefix, ContactType pegs as Voice. VARCHAR(30) | View Sample Scorecard |
| DNOutExtTalkTime | Avaya Communication Server 1000 PABX only. The total time spent in outgoing external DN calls, including hold time; see DN calls on page 39. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntTalkTime | Avaya Communication Server 1000 PABX only. The total time spent on outgoing internal DN calls, including hold time; see DN calls on page 39. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| HoldTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| IdleTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| MaxCapacityIdleTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| MaxCapacityTotalStaffedTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| NotReadyTime | The elapsed time during which this agent placed all active Contact Center Manager contacts on hold, after the contact is accepted in this application. INT | View Sample Scorecard |
| PostCallProcessingTime | The elapsed time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to the last of the simultaneous contacts to be released by this agent. INT | View Sample Scorecard |
| RingTime | The total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call in this application. Also the total time spent in the Alerting/ Presenting state before accepting a multimedia contact in this application. VARCHAR(30) | View Sample Scorecard |
| ShortCallsAnswered | The total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call in this application. Also the total time spent in the Alerting/ Presenting state before accepting a multimedia contact in this application. VARCHAR(30) | View Sample Scorecard |
| Site | The total time an agent spends in consultation while handling contacts for this application. Consultation time occurs during a consult transfer if the caller disconnects and the answering agent remains on the line. INT | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| Skillset | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| SkillsetID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| TalkTime | The elapsed time spent by this agent handling Contact Center Manager contacts accepted in this application. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. datetime 4 | View Sample Scorecard |
| TotalStaffedTime | The date and time when the system pegs the data. datetime 4 | View Sample Scorecard |
| UserID | A unique number assigned by the server to identify the newly added agent. binary 16 | View Sample Scorecard |
| WaitTime | The total time this agent spends waiting for a contact after releasing a voice call or closing a multimedia contact from this skillset. INT | View Sample Scorecard |
AgentPerformanceStat Table
Description
Agent performance statistics summarize performance measurement information for Contact Center Manager agents. Agents link to reporting supervisors. An agent can be assigned only one reporting supervisor at a time. However, the agent can be assigned a different supervisor at different times of the day. To ensure supervisors to monitor all of their reporting agents, these statistics ensure agents can link to multiple supervisors.
Agent performance statistics are collected only for the combination of agent and primary supervisor.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iAgentPerformanceStat
- - dAgentPerformanceStat
- - wAgentPerformanceStat/li>
- - mAgentPerformanceStat
| Parameter | Description | What's Next? |
|---|---|---|
| ACDCallsAnswered | The number of ACD calls that an agent answers. On the Avaya Communication Server 1000 PABX, this statistic includes parked ACD calls that return to an agent. On the Avaya Communication Server 2x00 PABX, this statistic includes NACD calls answered. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsConfToCDN | The number of ACD calls conferenced from a phone Contact Center Manager Server acquires to a CDN that the server acquires. On the Avaya Communication Server 1000 PABX, this statistic includes calls conferenced to agents on a remote node. On the Avaya Communication Server 2x00 PABX, this statistic includes NACD calls conferenced. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsConfToDN | Description: The number of ACD calls conferenced from a phone that the Contact Center Manager Server acquires to a personal or secondary DN key on a phone that the server acquires. On the Avaya Communication Server 2x00 PABX, this statistic includes conferenced NACD calls. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsConfToIncalls | The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to an ACD-DN and presented to a phone that the server acquires, or (for the Avaya Communication Server 2x00 PABX) conferenced directly to an Incalls key on such a phone. On the Avaya Communication Server 2x00 PABX, this statistic includes conferenced NACD calls. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsConfToOther | The number of ACD calls conferenced from a phone that Contact Center Manager Server acquires to a resource external to the Contact Center Manager Server. On the Avaya Communication Server 2x00 PABX, this statistic includes blind conferences and NACD calls conferenced. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsTalkTime | The total time spent on ACD calls, including hold time. On the Avaya Communication Server 2x00 PABX, this field includes talk time for NACD calls. ACD calls are not available in SIP- enabled contact centers. | View Sample Scorecard |
| ACDCallsTransferredToCDN | The number of ACD calls that are transferred from a phone that Contact Center Manager Server acquires to a CDN that the server acquires. On the Avaya Communication Server 1000 PABX, this statistic includes calls transferred to agents at a remote node. On the Avaya Communication Server 2x00 PABX, this statistic includes NACD calls transferred to a CDN. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsTransferredToDN | The number of ACD calls that are transferred from a phone that Contact Center Manager Server acquires to a personal or secondary DN key on a phone that the server acquires. On the Avaya Communication Server 2x00 PABX, this statistic includes transferred NACD calls. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsTransferredToIncalls | The number of ACD calls that are transferred from a phone that Contact Center Manager Server acquires to an ACD-DN and presented to a phone that the server acquires, or (for the Avaya Communication Server 2x00 PABX) transferred directly to an Incalls key on such a phone. On the Avaya Communication Server 2x00 PABX, this statistic includes NACD calls transferred. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| ACDCallsTransferredToOther | The number of ACD calls that are transferred from a phone that Contact Center Manager Server acquires to a resource external to the Contact Center Manager system. On the Avaya Communication Server 2x00 PABX, this statistic includes blind transfers and NACD calls transferred. ACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| AgentGivenName | The first or given name of the agent. VARCHAR(64) | View Sample Scorecard |
| AgentLogin | The numeric ID the agent uses to log on to the phone or agent desktop. VARCHAR(16) | View Sample Scorecard |
| AgentSurName | The surname of the agent.VARCHAR(64) | View Sample Scorecard |
| BlendedActiveTime | The elapsed time this agent was simultaneously active, excluding hold, on more than one contact, that is, a voice and a multimedia contact. INT | View Sample Scorecard |
| BreakTime | The total time an agent is in the Break state for all skillsets. You can configure an agent’s call presentation class to place the agent in Break state after each call. This applies to Contact Center calls only (not to DN calls). INT | View Sample Scorecard |
| BusyMiscTime | Avaya Communication Server 1000 PABX only. The total time the Incalls key of an agent is busy because of events not related to DN calls (for example, programming the Call Forward key or ACD/NACD call ringing). INT | View Sample Scorecard |
| BusyOnDNTime | Avaya Communication Server 1000 PABX only. The total time the Incalls key of an agent is busy because the agent pressed the personal DN key or is busy on a DN call. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| CallsAnswered | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts answered. This statistic includes NACD calls routed to a local CDN. INT | View Sample Scorecard |
| CallsOffered | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that the application and the agent handled. This statistic includes contacts returned to queue and contacts abandoned during presentation. INT | View Sample Scorecard |
| CallsReturnedToQ | The number of Contact Center Manager contacts and incoming NSBR contacts handled by this application that the agent returned to the skillset queue for reasons other than timeout. INT | View Sample Scorecard |
| CallsReturnedToQDueToTimeout | The number of local Contact Center Manager calls, SIP voice calls, local multimedia contacts, and incoming NSBR contacts that this application handled and automatically returned to the skillset queue after a wait greater than or equal to the answering timeout for this agent, as defined in the call presentation class to which the agent belongs. INT | View Sample Scorecard |
| CDNCallsConfToCDN | The number of contacts, excluding ACD, NACD, and DN calls, conferenced to a CDN acquired by Contact Center Manager Server. On the Avaya Communication Server 1000 PABX, this statistic includes calls conferenced to a CDN at a remote site. INT | View Sample Scorecard |
| CDNCallsConfToDN | The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an agent’s personal or secondary DN on a phone acquired by Contact Center Manager Server. INT | View Sample Scorecard |
| CDNCallsConfToIncalls | The number of contacts, excluding ACD, NACD, and DN calls, conferenced to an ACD-DN and presented to a phone that Contact Center Manager Server acquired or (for the Avaya Communication Server 2x00 PABX) conferenced directly to an Incalls key. INT | View Sample Scorecard |
| CDNCallsConfToOther | The number of contacts, excluding ACD, NACD, and DN calls, that are conferenced to a resource external to the Contact Center Manager system. On the Avaya Communication Server 2x00 PABX, this statistic includes blind transfers. INT | View Sample Scorecard |
| CDNCallsTransferredToCDN | The number of contacts, excluding ACD, NACD, and DN calls, that are transferred to a CDN that Contact Center Manager Server acquired. On the Avaya Communication Server 1000 PABX, this statistic includes calls transferred to a CDN at a remote site. INT | View Sample Scorecard |
| CDNCallsTransferredToDN | The number of contacts, excluding ACD, NACD, and DN calls, that are transferred to a personal or secondary DN on a phone that Contact Center Manager Server acquired. INT | View Sample Scorecard |
| CDNCallsTransferredToIncalls | The number of contacts, excluding ACD, NACD, and DN calls, that are transferred to an ACD-DN and presented to a phone that Contact Center Manager Server acquired, or (for the Avaya Communication Server 2x00 PABX) transferred directly to an Incalls key on such a phone. INT | View Sample Scorecard |
| CDNCallsTransferredToOther | The number of contacts, excluding ACD, NACD, and DN calls, that are transferred to a resource external to the Contact Center Manager system. On the Avaya Communication Server 2x00 PABX, this statistic includes blind transfers. INT | View Sample Scorecard |
| ConsultationTime | Avaya Communication Server 1000 PABX only. The total time an agent spends in consultation with another agent during a call transfer or conference after the caller drops off the call. INT | View Sample Scorecard |
| ContactHoldTime | The sum of time local and incoming contacts handled by this agent were on hold, excluding DN calls, ACD calls, and NACD calls. Contacts are automatically placed on hold when not in focus, and manually placed on hold by agents. INT | View Sample Scorecard |
| ContactTalkTime | The sum of time that contacts, excluding DN calls, ACD calls, and NACD calls, were handled, including hold, by this agent. Multiple contacts handled by this agent can be in active state simultaneously. INT | View Sample Scorecard |
| DNCallsConfToACDDN | The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to an ACD-DN and presented to a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. VARCHAR(30) | View Sample Scorecard |
| DNCallsConfToCDN | The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a CDN that the server acquired. On the Avaya Communication Server 1000 PABX, this statistic includes calls conferenced to agents at a remote node. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. VARCHAR(30) | View Sample Scorecard |
| DNCallsConfToDN | The number of DN calls that are conferenced from a phone that Contact Center Manager Server acquired to a personal or secondary DN on a phone that the server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNCallsConfToOther | The number of DN calls conferenced from a phone that Contact Center Manager Server acquired to a resource external to the Contact Center Manager system. On the Avaya Communication Server 2x00 PABX, this statistic includes blind conferences. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNCallsTransferredToACDDN | The number of DN calls transferred from a phone that Contact Center Manager Server acquired to an ACD-DN and presented to a phone that Contact Center Manager Server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNCallsTransferredToCDN | The number of DN calls transferred from a phone that Contact Center Manager Server acquired to a CDN that the server acquired. On the Avaya Communication Server 1000 PABX, this statistic includes calls transferred to agents at a remote node. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNCallsTransferredToDN | The number of DN calls transferred from a phone that Contact Center Manager Server acquired to a personal or secondary DN on a phone that Contact Center Manager Server acquired. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNCallsTransferredToOther | The number of DN calls transferred from a phone that Contact Center Manager Server acquired to a resource external to the Contact Center Manager system. On the Avaya Communication Server 2x00 PABX, this statistic includes blind transfers. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNInCalls | Avaya Communication Server 2x00 PABX. The number of calls to an agent’s DN key. INT | View Sample Scorecard |
| DNInCallsTalkTime | Avaya Communication Server 2x00 PABX. The total time spent on incoming DN calls, including hold time. INT | View Sample Scorecard |
| DNInExtCalls | For Avaya Communication Server 1000 PABX only. The number of incoming internal DN calls. INT | View Sample Scorecard |
| DNInExtCallsHoldTime | The total time that incoming external DN calls spend on hold. INT | View Sample Scorecard |
| DNInExtCallsTalkTime | Avaya Communication Server 1000 PABX only. The total time spent on incoming external DN calls, including hold time. INT | View Sample Scorecard |
| DNInIntCalls | For Avaya Communication Server 1000 PABX only and SIP-enabled contact centers. The number of incoming internal DN calls. This statistic includes parked internal calls returned to the agent. INT | View Sample Scorecard |
| DNInIntCallsHoldTime | The total time that incoming internal DN calls spend on hold. INT | View Sample Scorecard |
| DNInIntCallsTalkTime | Avaya Communication Server 1000 PABX only. The total time spent on incoming internal DN calls, including hold time. INT | View Sample Scorecard |
| DNOutCalls | Avaya Communication Server 2x00 PABX and SIP-enabled systems only. The number of DN calls that originated by the agent from the agent's DN key. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutCallsTalkTime | Avaya Communication Server 2x00 PABX and SIP-enabled systems only. The total time spent on outgoing DN calls, including hold time. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutExtCalls | For Avaya Communication Server 1000 PABX only. The total number of outgoing external DN calls. This statistic includes external parked calls retrieved by an agent. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutExtCallHoldTime | For Avaya Communication Server 1000 PABX only. The total time that outgoing external DN calls spent on hold. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutExtCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time spent on outgoing external DN calls, including hold time. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntCalls | For Avaya Communication Server 1000 PABX only. The total number of outgoing internal DN calls. This statistic includes internal parked calls retrieved by an agent. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntCallsHoldTime | For Avaya Communication Server 1000 PABX only. The total time that outgoing internal DN calls spent on hold. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time spent on outgoing internal DN calls, including hold time. This statistic does not include DN calls that originated as part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| HoldTime | The elapsed time during which this agent placed all active local and incoming contacts on hold, excluding DN calls, ACD calls, and NACD calls. This hold time stops when the agent restores the call or contact. HoldTime also includes agent walkaway time. INT | View Sample Scorecard |
| LoggedInTime | The total time an agent is in the Login state. INT | View Sample Scorecard |
| MaxCapacityIdleTime | The time this agent including the multiple capacities configured for this agent were in the Idle state. INT | View Sample Scorecard |
| MaxCapacityLoggedInTime | The time this agent was in the login state multiplied by their maximum capacity defined in the Multiplicity Presentation Class. INT | View Sample Scorecard |
| MaxCapacityTime | The time this agent was at maximum capacity. INT | View Sample Scorecard |
| NACDCallsAnswered | For Avaya Communication Server 1000 PABX only. The number of NACD calls answered by an agent. NACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| NACDCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time spent on NACD calls by an agent, including hold time. NACD calls are not available in SIP-enabled contact centers. INT | View Sample Scorecard |
| NetworkCallsAnswered | NSBR option only. The number of incoming NSBR contacts answered by an agent. INT | View Sample Scorecard |
| NetworkCallsTalkTime | NSBR option only. The total time that the agent spent handling incoming NSBR contacts, including hold time. INT | View Sample Scorecard |
| NotReadyTime | The total time an agent spends in the Not Ready state. Not Ready time includes post call processing time and Not Ready time with reason codes. INT | View Sample Scorecard |
| NumberTimesNotReady | The total number of times an agent enters the not ready state. INT | View Sample Scorecard |
| PostCallProcessingTime | The elapsed time this agent was in PostCallProcessing state after all simultaneous contacts were released, for the skillset corresponding to first of the simultaneous contacts to be accepted by this agent. INT | View Sample Scorecard |
| PresentationDeniedTime | The time this agent worked under capacity and requested not to be presented with new contacts by pressing the NotReady key. INT | View Sample Scorecard |
| ReservedForCall | NSBR and NACD options only. The number of times the agent is reserved to answer an NSBR or NACD call. INT | View Sample Scorecard |
| ReservedTime | NSBR and NACD options only. The total time the agent is in Reserved state. INT | View Sample Scorecard |
| RingTime | The total time an agent spends in the Ringing state before answering a Contact Center Manager call or SIP voice call, and in the Alerting or Presenting state before accepting a multimedia contact. INT | View Sample Scorecard |
| ShortCallsAnswered | The number of contacts answered or accepted that have a talk time less than the short call threshold assigned to the threshold class for the skillset in which the contact is answered or accepted. This statistic does not apply to DN calls. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| SupervisorGivenName | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if you delete a configured site and you add another one with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| SupervisorLogin | The numeric ID the supervisor uses to log on to the phone or desktop. VARCHAR(16) | View Sample Scorecard |
| SupervisorSurName | The surname of the agent’s supervisor, as defined by the supervisor. VARCHAR(64) | View Sample Scorecard |
| SupervisorUserID | A unique number assigned by the server to identify the agent’s reporting supervisor when the agent is added. BINARY 16 | View Sample Scorecard |
| TalkTime | The total time spent by the agent handling all contacts except DN calls, ACD calls, and NACD calls, including hold time. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. datetime 4 | View Sample Scorecard |
| UserID | A unique number assigned by the server to identify the newly added agent. binary 16 | View Sample Scorecard |
| VariableWrapTime | For Avaya Communication Server 2x00 PABX only. The total time an agent is in the Variable Wrap state for all skillsets. You can configure the Variable Wrap feature on the PABX for an ACD group or agent. If you do, the agent is placed into Variable Wrap state for a predefined time after each call. To ensure Contact Center Manager Server to report Variable Wrap time, enable the Variable Wrap feature for the call presentation class to which the agent belongs. INT | View Sample Scorecard |
| WaitingTime | The total time this agent spends waiting for contacts. On the Avaya Communication Server 2x00 PABX, WaitingTime includes time when the agent is active on a secondary DN and when the agent is reserved on the PABX. INT | View Sample Scorecard |
| WalkawayTime | The total time an agent is in the Walkaway state. INT | View Sample Scorecard |
ApplicationStat Table
Description
Application statistics summarize performance data on for each application. The server collects and reports application statistics to give contact center managers specific details about contact types, callers, or conditions. You can use these statistics to monitor the contribution of an application to the operation of a contact center.
Statistics peg against an application only for those intervals in which a contact arrives for that application. Except for DNOutExtCallsTalkTime and DNOutIntCallsTalkTime, these statistics do not include DN calls.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iApplicationStat
- - dApplicationStat
- - wApplicationStat/li>
- - mApplicationStat
| Parameter | Description | What's Next? |
|---|---|---|
| Application | TThe name of the application. VARCHAR(30) | View Sample Scorecard |
| ApplicationID | A unique number assigned by the server to identify an application when the application is defined. INT | View Sample Scorecard |
| CallsAbandoned | The number of contacts, excluding DN calls, ACD and NACD calls, that entered the application and are released before the calls are answered. This statistic includes calls abandoned during treatment such as IVR or Broadcast Announcement. INT | View Sample Scorecard |
| CallsAbandonedAftThreshold | The number of contacts, excluding DN calls, ACD and NACD calls, abandoned for this application after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs. INT | View Sample Scorecard |
| CallsAbandonedDelay | The wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, that are abandoned by callers. INT | View Sample Scorecard |
| CallsAnswered | The number of contacts, excluding DN calls, answered or accepted for this application. | View Sample Scorecard |
| CallsAnsweredAftThreshold | The number of contacts, excluding DN calls, ACD and NACD calls, answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs. INT | View Sample Scorecard |
| CallsAnsweredDelay | The wait time experienced by all contacts, excluding DN calls, ACD and NACD calls, answered or accepted for this application. INT | View Sample Scorecard |
| CallsAnsweredDelayAtSkillset | The total wait time experienced in the skillset queue by all contacts answered or accepted for this application. INT | View Sample Scorecard |
| CallsConferencedIn | The number of local Contact Center Manager calls, SIP calls, and incoming NSBR calls conferenced to this application. INT | View Sample Scorecard |
| CallsConferencedOut | The number of local Contact Center Manager calls, SIP calls, incoming NSBR calls, ACD calls, and NACD calls conferenced from this application. INT | View Sample Scorecard |
| CallsGivenBroadcast | For Avaya Communication Server 1000 PABX only. The number of local Contact Center Manager calls, SIP calls, and incoming NSBR calls given broadcast treatment for this application. INT | View Sample Scorecard |
| CallsGivenDefault | The number of local Contact Center Manager contacts, SIP calls, multimedia contacts, and incoming NSBR contacts given default treatment as the result of an error condition. INT | View Sample Scorecard |
| CallsGivenForceBusy | The number of local Contact Center Manager calls and SIP calls given Force Busy treatment for this application. INT | View Sample Scorecard |
| CallsGivenForceDisconnect | The number of local Contact Center Manager calls SIP calls, and multimedia contacts and incoming NSBR calls given Force Disconnect treatment for this application. INT | View Sample Scorecard |
| CallsGivenForceOverflow | The number of local Contact Center Manager calls and SIP calls given Force Overflow treatment for this application. INT | View Sample Scorecard |
| CallsGivenHostLookup | The number of local contacts and incoming NSBR contacts for which data is obtained from a remote host through Host Data Exchange (HDX) for this application. INT | View Sample Scorecard |
| CallsGivenIVR | The number of local Contact Center Manager calls and incoming NSBR calls given IVR treatment for this application. INT | View Sample Scorecard |
| CallsGivenMusic | The number of local Contact Center Manager calls, SIP voice calls, and incoming NSBR calls given music treatment through a music route for this application. INT | View Sample Scorecard |
| CallsGivenNACD | For Avaya Communication Server 1000 PABX only. The number of local Contact Center Manager calls given Network ACD (NACD) treatment. This treatment sends calls to a PABX that does not use the Contact Center Manager NSBR feature. INT | View Sample Scorecard |
| CallsGivenRAN | The number of local Contact Center Manager calls, SIP calls, and incoming NSBR calls given recorded announcement (RAN) treatment for this application. INT | View Sample Scorecard |
| CallsGivenRouteTo | The number of Contact Center Manager calls, SIP calls, and incoming NSBR contacts given Route Call treatment for this application. INT | View Sample Scorecard |
| CallsNACDOut | For Avaya Communication Server 1000 PABX only. The number of local Contact Center Manager calls networked through an NACD queue and answered at remote PABXs. NACD is used to send calls to a PABX that does not use the Contact Center Manager NSBR feature. INT | View Sample Scorecard |
| CallsOffered | The number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls offered to this application. INT | View Sample Scorecard |
| CallsTransferredIn | For Avaya Communication Server 1000 PABX only. The number of local and incoming NSBR contacts transferred to this application. INT | View Sample Scorecard |
| CallsTransferredOut | The number of local contacts, incoming NSBR contacts, ACD calls, and NACD calls transferred from this application. INT | View Sample Scorecard |
| ContactType | The type of contact determined by the name of this application. This applies to SIP- enabled contact centers, if Contact Center Multimedia, or Contact Center Outbound is installed and this application name begins with one of the configured prefixes. INT | View Sample Scorecard |
| DNOutExtCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time spent by agents on outgoing external DN calls, including hold time, for this application. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time spent by agents on outgoing internal DN calls, including hold time, for this application. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact.INT | View Sample Scorecard |
| IVRAbandoned | The number of local Contact Center Manager calls and incoming NSBR calls abandoned during IVR treatment. INT | View Sample Scorecard |
| IVRTerminated | The number of local Contact Center Manager calls and incoming NSBR calls that received and completed the IVR treatment in this application. This statistic includes calls transferred by IVR. INT | View Sample Scorecard |
| IVRTransferred | The number of local Contact Center Manager calls and incoming NSBR calls transferred from an IVR session for this application. INT | View Sample Scorecard |
| MaxCallsAbandonedDelay | The wait time experienced by the contact, excluding DN calls, ACD and NACD calls, that waited the longest before the caller abandoned it. INT | View Sample Scorecard |
| MaxCallsAnsDelay | The wait time experienced by the local contact, incoming NSBR contact, or outgoing NSBR contact, excluding DN calls, ACD and NACD calls, that waited the longest before the contact is answered or accepted. INT | View Sample Scorecard |
| MaxCallsAnsDelayAtSkillset | The wait time experienced by the contact that waited the longest in the skillset queue before the contact is answered or accepted. INT | View Sample Scorecard |
| MaxNetOutCallsAbandonedDelay | NSBR option only. The wait time experienced by the outgoing NSBR contact routed by this application that waited the longest before the contact is abandoned at the destination site. INT | View Sample Scorecard |
| MaxNetOutCallsAnsweredDelay | For NSBR option only. The wait time experienced by the outgoing NSBR contact routed by this application that waited the longest before the contact is answered or terminated at the destination site. INT | View Sample Scorecard |
| NetOutCalls | NSBR option only. The number of outgoing NSBR contacts successfully routed by this application to another site. This statistic includes contacts answered (or accepted) or abandoned at the destination site, as well as calls terminating on non-ISDN trunks and calls blocked by an all trunks busy condition. INT | View Sample Scorecard |
| NetOutCallsAbandoned | For NSBR option only. The number of outgoing NSBR contacts sent by this application and abandoned at the destination sites. INT | View Sample Scorecard |
| NetOutCallsAbandonedDelay | For NSBR option only. The total time delay experienced by outgoing NSBR contacts sent by this application and abandoned at the destination sites. INT | View Sample Scorecard |
| NetOutCallsAnswered | NSBR option only. The number of outgoing NSBR contacts routed by this application and answered or accepted at the destination site. INT | View Sample Scorecard |
| NetOutCallsAnsweredDelay | For NSBR option only. The total wait time experienced by all outgoing NSBR contacts routed by this application and answered or accepted at the destination site. INT | View Sample Scorecard |
| NetOutCallsReachNonISDN | NSBR option only. The number of outgoing NSBR calls sent by this application that reached a non-ISDN trunk on the way to the destination. INT | View Sample Scorecard |
| PostCallProcessingTime | This data is the total time agents spent performing post contact processing after handling a local or incoming NSBR contact in this application. Normally, agents use this time to complete work related to the contact, such as filling in forms or filing papers. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| TalkTime | The total time in this interval that agents spent handling local and incoming NSBR contacts (excluding DN calls), that were handled by this application. This statistic includes hold time. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. INT | View Sample Scorecard |
| TimeBeforeDefault | The total time spent in the system by local Contact Center Manager calls, SIP voice calls, multimedia contacts, and incoming NSBR contacts that received default treatment for this application. INT | View Sample Scorecard |
| TimeBeforeForceBusy | The total time spent in the system by local Contact Center Manager calls, SIP calls, and incoming NSBR calls that received Force Busy treatment for this application. INT | View Sample Scorecard |
| TimeBeforeForceDisconnect | The total time spent in the system by local Contact Center Manager calls, SIP calls, multimedia contacts, and incoming NSBR calls that received Force Disconnect treatment for this application. INT | View Sample Scorecard |
| TimeBeforeForceOverflow | The total time spent in the system by local Contact Center Manager calls, SIP calls, and incoming NSBR calls that received Force Overflow treatment for this application. INT | View Sample Scorecard |
| TimeBeforeInterflow | The total amount of time that local contacts and outgoing NSBR contacts spent in the Master_Script application before the contact is passed to a primary application. For the Master_Script application, this is the total time spent in the Master_Script by all contacts. For primary applications, this is the total time spent in the Master_Script application by all contacts answered for the primary application. INT | View Sample Scorecard |
| TimeBeforeIVRTransferred | The total time spent in the system by local Contact Center Manager calls and incoming NSBR calls transferred to an IVR session for this application. INT | View Sample Scorecard |
| TimeBeforeNACDOut | The total time spent in the system by local Contact Center Manager calls networked out through the NACD queue and answered at remote nodes. NACD calls are sent to other PABXs without using the Contact Center Manager NSBR feature. INT | View Sample Scorecard |
| TimeBeforeNetOut | For NSBR option only. The total time spent in the system by outgoing NSBR contacts networked out by this application. INT | View Sample Scorecard |
| TimeBeforeReachNonISDN | For NSBR option only. The total time spent in the system by outgoing NSBR Contact Center Manager calls before they reached a non-ISDN trunk. INT | View Sample Scorecard |
| TimeBeforeRouteTo | The total time spent in the system by local Contact Center Manager calls, SIP voice calls, and incoming NSBR calls that received Route Call treatment. INT | View Sample Scorecard |
| Timestamp | The date and time when system pegs the data. INT | View Sample Scorecard |
| WaitTime | The total time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled by this application. INT | View Sample Scorecard |
CDNStat Table
Description
Control Directory Number (CDN) statistics summarize contact traffic information for the CDNs and Route Points configured on the server.
Statistics peg only for those intervals in which contacts arrive at the contact center through a CDN or Route Point. Incoming ACD, NACD, and DN calls are not routed through CDNs or Route Points and are not included in these statistics.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iCDNStat
- - dCDNStat
- - wCDNStat
- - mCDNStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAbandoned | The number of local contacts and incoming NSBR calls abandoned from this CDN or Route Point. This includes local contacts networked out through the NSBR feature and abandoned or terminated at the destination site. INT | View Sample Scorecard |
| CallsAnswered | The number of local contacts and incoming NSBR contacts answered by this CDN or Route Point. This includes local contacts that are networked out through the NSBR feature and answered or accepted by an agent or IVR at the destination site. INT | View Sample Scorecard |
| CallsOffered | The number of local contacts and incoming NSBR contacts offered to this CDN or Route Point. INT | View Sample Scorecard |
| CallsTerminated | The number of local contacts and incoming NSBR contacts for this CDN or Route Point, which terminate under one of the following conditions:
|
View Sample Scorecard |
| CallsWithDigitsCollected | Avaya Communication Server 2x00 PABX only. The number of voice calls that received IVR treatment and arrived at this CDN accompanied by data collected during the IVR session. INT | View Sample Scorecard |
| CDN | A unique number to identify this CDN or Route Point, which the server assigns when the CDN or Route Point is added. VARCHAR(30) | View Sample Scorecard |
| CDNName | The name of this CDN as configured when it is added. VARCHAR(30) | View Sample Scorecard |
| PreferredMediaServerFailed | This statistic counts the number of times the Avaya MS used for the call (the Anchored Avaya MS) was not the Preferred Avaya MS. If the counter registers a non-zero value, this can indicate potential issues requiring investigation. The Preferred Media Server Failed statistic includes all times the Preferred Media server was not the server used to anchor the contact — this includes the instances when the preferred Media Server was Unknown or when No Preference was provided. This new column applies only if the Avaya MS Zoning feature is enabled. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. Custom reports can use the SiteID to identify statistics applicable to this site. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
| URI | The name of this Route Point as configured when it is added. VARCHAR(255) | View Sample Scorecard |
DNISStat Table
Description
Dialed Number Identification Service (DNIS) statistics summarize information for each DNIS. These statistics provide a way to monitor the call traffic and call handling for each DNIS.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iDNISStat
- - dDNISStat
- - wDNISStat
- - mDNISStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAbandoned | The number of local Contact Center Manager calls and incoming NSBR calls abandoned for a DNIS number. INT | View Sample Scorecard |
| CallsAbandonedAftThreshold | The number of local Contact Center Manager calls and incoming NSBR calls abandoned that experienced a delay greater than or equal to the service level threshold for the DNIS number. INT | View Sample Scorecard |
| CallsAbandonedDelay | The total wait time experienced by all local Contact Center Manager calls and incoming NSBR calls abandoned for a DNIS number. INT | View Sample Scorecard |
| CallsAnswered | The number of local Contact Center Manager calls and incoming NSBR calls answered for a DNIS number. INT | View Sample Scorecard |
| CallsAnsweredAftThreshold | The number of local Contact Center Manager calls and incoming NSBR calls answered that experienced a delay greater than or equal to the service level threshold for the DNIS number. INT | View Sample Scorecard |
| CallsAnsweredDelay | The wait time experienced by all local Contact Center Manager calls and incoming NSBR calls answered for a DNIS number. INT | View Sample Scorecard |
| CallsGivenDefault | The number of local Contact Center Manager calls and incoming NSBR calls given default treatment for a DNIS number. INT | View Sample Scorecard |
| CallsGivenForceBusy | The number of local Contact Center Manager calls and incoming NSBR calls given Force Busy treatment for a DNIS number. INT | View Sample Scorecard |
| CallsGivenForceDisconnect | The number of local Contact Center Manager calls and incoming NSBR calls given Force Disconnect treatment for a DNIS number. INT | View Sample Scorecard |
| CallsGivenRouteTo | The number of local Contact Center Manager calls and incoming NSBR calls given Route Call treatment for a DNIS number. INT | View Sample Scorecard |
| CallsNACDOut | For Avaya Communication Server 1000 PABX only. The number of local Contact Center Manager calls networked out through an NACD queue and answered at remote sites. INT | View Sample Scorecard |
| CallsNetworkedOut | For NSBR option only. The number of local Contact Center Manager calls routed to a remote site and answered or abandoned. INT | View Sample Scorecard |
| CallsOffered | The number of local Contact Center Manager calls and incoming NSBR calls offered to this server with this DNIS number. INT | View Sample Scorecard |
| CallsReachNonISDN | For NSBR option only. The number of local Contact Center Manager calls that reached a non-ISDN trunk while it is routed to a remote site. INT | View Sample Scorecard |
| DNIS | A unique number used to identify a DNIS that the server assigns when the DNIS is defined. INT | View Sample Scorecard |
| DNISName | The name of a DNIS. VARCHAR(30) | View Sample Scorecard |
| DNIS_Prefix | Stores the prefix of a DNIS number. You can sort, filter, and report on individual DNIS 800 numbers.VARCHAR(16) | View Sample Scorecard |
| IVRTransferred | The number of local Contact Center Manager calls and incoming NSBR calls transferred from an IVR session for a DNIS number. INT | View Sample Scorecard |
| NetworkCDN | For future use. Not valid in this release. VARCHAR(30) | View Sample Scorecard |
| MaxAbandonedDelay | The wait time experienced by the local Contact Center Manager calls or incoming NSBR call that waited the longest before it is abandoned. INT | View Sample Scorecard |
| MaxAnsweredDelay | The wait time experienced by the local Contact Center Manager calls or incoming NSBR call that waited the longest before it is answered. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. Custom reports can use the SiteID to identify statistics applicable to this site. INT | View Sample Scorecard |
| TalkTime | The total time all agents spend on local Contact Center Manager calls and incoming NSBR calls for a DNIS number, including hold time. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when system pegs the data. CHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
| Type | Distinguishes between local and landing-pad DNIS. INT | View Sample Scorecard |
| URI | For future use. Not valid in this release. VARCHAR(255) | View Sample Scorecard |
IVRPortStat Table
Description
Interactive Voice Response (IVR) port (or voice port) statistics summarize performance measurement information for your IVR ports. These statistics provide a way to monitor the amount of time that these ports are in and out of service.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iIVRPortStat
- - dIVRPortStat
- - wIVRPortStat
- - mIVRPortStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAnswered | The number of calls answered by this IVR port. INT | View Sample Scorecard |
| CallsConferenced | The number of calls conferenced from this IVR port. INT | View Sample Scorecard |
| CallsTransferred | The number of calls transferred from this IVR port. INT | View Sample Scorecard |
| IVRPortID | A unique number assigned by the server to identify an IVR port when the voice port is defined. VARCHAR(30) | View Sample Scorecard |
| IVRPortName | The name of the IVR port. VARCHAR(30) | View Sample Scorecard |
| IVRQueueID | A unique number assigned by the server to identify an IVR queue when the IVR ACD-DN is defined. VARCHAR(7) | View Sample Scorecard |
| IVRQueueName | The name of the IVR queue. VARCHAR(30) | View Sample Scorecard |
| LoggedInTime | The total time the IVR port is logged on. INT | View Sample Scorecard |
| NotReadyTime | The total time the IVR port spends in the Not Ready state. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| TalkTime | The total time the IVR port is in use. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
| WaitingTime | The total time the IVR port is idle. INT | View Sample Scorecard |
IVRStat Table
Description
Interactive Voice Response (IVR) statistics monitor port resource usage of an ACCESS IVR queue.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iIVRStat
- - dIVRStat
- - wIVRStat
- - mIVRStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAnswered | The number of calls answered by this IVR queue. INT | View Sample Scorecard |
| CallsAnsweredAftThreshold | The number of calls answered that experienced a delay greater than or equal to the service level threshold for the threshold class to which the IVR ACD-DN belongs. INT | View Sample Scorecard |
| CallsAnsweredDelay | The total wait time experienced by all the calls answered. INT | View Sample Scorecard |
| CallsConferenced | The number of calls conferenced during an IVR session. INT | View Sample Scorecard |
| CallsNotTreated | The number of calls abandoned or pulled back while waiting in this IVR queue. INT | View Sample Scorecard |
| CallsNotTreatedAftThreshold | The number of calls abandoned or pulled back that experienced a delay greater than or equal to the service level threshold for the threshold class to which the IVR ACD-DN belongs. INT | View Sample Scorecard |
| CallsNotTreatedDelay | The total wait time experienced by all calls abandoned or pulled back from an IVR queue. INT | View Sample Scorecard |
| CallsOffered | The number of calls offered to this IVR queue. INT | View Sample Scorecard |
| CallsTransferred | The number of calls transferred during an IVR session. INT | View Sample Scorecard |
| IVRAbandoned | The number of calls abandoned during an IVR session. INT | View Sample Scorecard |
| IVRCompleted | The number of calls for which the IVR session completed successfully. INT | View Sample Scorecard |
| IVRInterrupted | The number of calls interrupted by a script command during an IVR session. INT | View Sample Scorecard |
| IVRQueueID | A unique number assigned by the server to identify an IVR queue when the IVR ACD- DN is defined. VARCHAR(7) | View Sample Scorecard |
| IVRQueueName | The name of the IVR queue. VARCHAR(30) | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. Custom reports can use the SiteID to identify statistics applicable to this site. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
LicenseStat Table
Description
You can use License Manager statistics to view the distribution of licenses between each Contact Center Manager application—Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Contact Center Multimedia—in the network. Statistics are collected on the server running the Contact Center License Manager.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iLicenseStat
- - dLicenseStat
- - wLicenseStat
- - mLicenseStat
| Parameter | Description | What's Next? |
|---|---|---|
| ClientAddress | The IP address of the client computer where the licenses are issued. VARCHAR(30) | View Sample Scorecard |
| Feature | The Contact Center Manager feature issued to the client. VARCHAR(70) | View Sample Scorecard |
| MaxNumber Licenses | The maximum number of licenses held by the client computer in that interval. For example, the maximum number of licenses held each day. INT | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
NetworkInCallStat Table
Description
For NSBR option only. Network call statistics provide information used to monitor contact distribution and handling in a network environment. They record statistics for all incoming NSBR contacts received at a site.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iNetworkInCallStat
- - dNetworkInCallStat
- - wNetworkInCallStat
- - mNetworkInCallStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAbandoned | The number of incoming NSBR contacts abandoned at the local site. INT | View Sample Scorecard |
| CallsAbandonedAftThreshold | The number of incoming NSBR contacts abandoned at the local site after a wait that exceeds the service level threshold for the application. INT | View Sample Scorecard |
| CallsAbandonedDelay | The total wait time experienced by all incoming NSBR contacts abandoned at the local site. INT | View Sample Scorecard |
| CallsAnswered | The number of incoming NSBR contacts answered or accepted at the local site. INT | View Sample Scorecard |
| CallsAnsweredAftThreshold | The number of incoming NSBR contacts answered or accepted at the local site after a wait greater than or equal to the service level threshold for the application. The delay begins when a contact enters the local site. The service level threshold is configured during system configuration of the local site. INT | View Sample Scorecard |
| CallsAnsweredDelay | The total wait time experienced by all incoming NSBR contacts answered or accepted at the local site. INT | View Sample Scorecard |
| CallsAnsweredDelayAtDest | The total wait time experienced at the local site by all incoming NSBR contacts answered or accepted at the local site. INT | View Sample Scorecard |
| CallsOffered | The number of incoming NSBR contacts offered to the local site. INT | View Sample Scorecard |
| DstApplication | The name of the destination application. This name is always Network_Script. VARCHAR(30) | View Sample Scorecard |
| DstApplicationID | A unique number assigned by the server to identify the Network_Script application. INT | View Sample Scorecard |
| DstSite | The name of the local Contact Center Manager site, as defined on the Network Control Center. VARCHAR(30) | View Sample Scorecard |
| DstSiteID | A unique number assigned by the server to identify the local Contact Center Manager site when the site is defined on the Network Control Center. INT | View Sample Scorecard |
| MaxCallAbandonedDelay | The wait time experienced by the incoming NSBR contact that waited the longest before it is abandoned at the local site. INT | View Sample Scorecard |
| MaxCallAbandonedDelayAtDest | The wait time experienced by the contact that waited the longest at the local site before it is abandoned. INT | View Sample Scorecard |
| MaxCallAnsweredDelay | The total wait time experienced by all calls answered or contacts accepted at the local site. INT | View Sample Scorecard |
| MaxCallAnsweredDelayAtDest | The wait time experienced by the contact that waited the longest at the local site before it is answered or accepted. INT | View Sample Scorecard |
| SrcApplication | The name of the source application. VARCHAR(30) | View Sample Scorecard |
| SrcApplicationID | A unique number assigned by the server to identify the source application when the application is defined. INT | View Sample Scorecard |
| SrcSite | The name of the source Contact Center Manager site, as assigned when the site is defined on the Network Control Center. VARCHAR(30) | View Sample Scorecard |
| SrcSiteID | The unique identifier for the source Contact Center Manager site at which a call originated. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data, in local (destination) site time. | View Sample Scorecard |
NetworkOutStat Table
Description
NSBR option only. Network outgoing contact statistics summarize performance measurement information based on the origin and destination of a contact. They record statistics for all contacts networked from a site.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iNetworkOutStat
- - dNetworkOutStat
- - wNetworkOutStat
- - mNetworkOutStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAbandoned | The number of contacts abandoned at the destination site. INT | View Sample Scorecard |
| CallsAbandonedDelayAtDest | The total wait time experienced at the destination site by all contacts from the local site abandoned at the destination site. INT | View Sample Scorecard |
| CallsAnswered | The number of contacts answered or accepted by an agent, answered by IVR, or terminated at the destination site. INT | View Sample Scorecard |
| CallsAnswered | The number of incoming NSBR contacts answered or accepted at the local site. INT | View Sample Scorecard |
| CallsAnsweredDelayAtDestination | The total wait time experienced at the destination site by all contacts from the local site answered or accepted by an agent, answered by IVR, or terminated at the destination site. INT | View Sample Scorecard |
| CallsOffered | The number of contacts offered to the destination site. INT | View Sample Scorecard |
| DstApplication | The name of the destination application (this is always Network_Script). VARCHAR(30) | View Sample Scorecard |
| DstApplicationID | A unique number assigned by the server to identify the destination application. INT | View Sample Scorecard |
| DstSite | The name of the destination Contact Center Manager site, as defined when you configure the site on the Network Control Center. VARCHAR(30) | View Sample Scorecard |
| DstSiteID | A unique number assigned by the server to identify a destination site when you configure the site on the Network Control Center. INT | View Sample Scorecard |
| MaxCallsAbandonedDelay | The wait time experienced by the contact originating at the local site that waited the longest before it is abandoned at the destination site. INT | View Sample Scorecard |
| MaxCallsAbandonedDelayAtDest | The wait time experienced by the contact originating at the local site that waited the longest at the destination site before it is abandoned. INT | View Sample Scorecard |
| MaxCallsAnsweredDelay | The wait time experienced by the contact originating at the local site that waited the longest before it is answered or accepted by an agent, answered by IVR, or terminated at the destination site. INT | View Sample Scorecard |
| MaxCallsAnsweredDelayAtDest | The wait time experienced by the contact originating at the local site that waited the longest at the destination site before it is answered or accepted by an agent, answered by IVR, or terminated. INT | View Sample Scorecard |
| SrcApplication | The name of the source application. VARCHAR(30) | View Sample Scorecard |
| SrcApplicationID | A unique number assigned by the server to identify the source application when the application is defined. INT | View Sample Scorecard |
| SrcSite | The name of the local site, as defined when the site is defined on the Network Control Center. VARCHAR(30) | View Sample Scorecard |
| SrcSiteID | A unique number assigned by the server to identify a source Contact Center Manager site where a call originated when the site is defined on the Network Control Center. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data, in local (source) site time. DATETIME | View Sample Scorecard |
| TotalCallsAbandonDelay | The total wait time experienced by all contacts from the local site abandoned at the destination site. INT | View Sample Scorecard |
| TotalCallsAnsweredDelay | The total wait time experienced by all contacts from the local site answered or accepted by an agent, answered by IVR, or terminated at the destination site. | View Sample Scorecard |
RANMusicRouteStat Table
Description
Recorded announcement (RAN) and music route statistics summarize resource usage information for each RAN and music route.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iRANMusicRouteStat
- - dRANMusicRouteStat
- - wRANMusicRouteStat
- - mRANMusicRouteStat
| Parameter | Description | What's Next? |
|---|---|---|
| RouteAccess | The number of times a music or RAN route is accessed. Each time the route is accessed by a single call, this statistic increments. INT | View Sample Scorecard |
| RouteAccessTime | The total time a music or RAN route is in use. INT | View Sample Scorecard |
| RouteID | A unique number assigned by the server to identify a music or RAN route when the route is defined. INT | View Sample Scorecard |
| RouteName | The name of the music or RAN route. VARCHAR(30) | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
RouteStat Table
Description
For Avaya Communication Server 1000 PABX only. Route statistics summarize all occurrences of all trunks busy (ATB) and network outcall blocked information for each route. SIP-enabled contact center does not support Routes.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iRouteStat
- - dRouteStat
- - wRouteStat
- - mRouteStat
| Parameter | Description | What's Next? |
|---|---|---|
| AllTrunksBusy | The number of times all trunks in this route are busy. INT | View Sample Scorecard |
| AllTrunksBusyTime | The total time all trunks in this route are busy. INT | View Sample Scorecard |
| CallsBlockedByAllTrunksBusy | For NSBR option only. The number of calls offered to the network through this route that are blocked because all trunks are busy. INT | View Sample Scorecard |
| CallsReachNonISDN | For NSBR option only. The number of calls that reached a non-ISDN trunk while it is routed to a remote site through this route. INT | View Sample Scorecard |
| RouteID | A unique number assigned by the server to identify a route when the route is defined. INT | View Sample Scorecard |
| RouteName | The name of the route. VARCHAR(30) | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. This field contains the actual local SiteID value. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. VARCHAR(5) | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
SkillsetStat Table
Description
A skillset is a group of skills, or level of expertise in a certain area, to which an agent is assigned. Agents can be assigned more than one skillset. Skillset statistics summarize performance information based on a combination of skillset and application contact information. Statistics peg against a combination of skillset and application.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iSkillsetStat
- - dSkillsetStat
- - wSkillsetStat
- - mSkillsetStat
| Parameter | Description | What's Next? |
|---|---|---|
| ActiveTime | The amount of time a skillset is in service. A skillset is in service when it is not in Out of Service mode and at least one agent is logged on. INT | View Sample Scorecard |
| AllAgentBusyTime | The total time that all agents assigned to this skillset are busy with contacts or no agents are logged on. INT | View Sample Scorecard |
| Application | The name of the application that queued the contact to this skillset. VARCHAR(30) | View Sample Scorecard |
| ApplicationID | A unique number assigned by the server to identify an application when the application is defined. INT | View Sample Scorecard |
| CallsAnswered | The number of local contacts (excluding DN calls), incoming NSBR calls, ACD calls, and NACD calls answered or accepted by agents in this skillset. Support is not available for ACD DN and NACD DN in SIP-enabled contact centers. INT | View Sample Scorecard |
| CallsAnsweredAfterThreshold | The number of local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs. ACD DN and NACD DN are not supported in SIP-enabled contact centers. Network statistics, such as NSBR contacts, are not applicable to SIP IM-enabled contact centers. INT | View Sample Scorecard |
| CallsAnsweredDelay | The wait time experienced by all local contacts (excluding DN, ACD, and NACD calls) and incoming NSBR contacts answered or accepted for this skillset. Network statistics, such as NSBR contacts, are not applicable to SIP IM-enabled contact centers. INT | View Sample Scorecard |
| CallsOffered | The number of contacts, excluding DN, ACD, and NACD calls, offered to this skillset, regardless of whether the contacts are answered or accepted for this skillset. This statistic does not increment if the same contact is offered to this skillset again. INT | View Sample Scorecard |
| ContactType | The type of contact determined by the name of this skillset. This applies to SIP- enabled contact centers, if Contact Center Multimedia, or if Contact Center Outbound is installed and this skillset name begins with one of the configured prefixes. VARCHAR(30) | View Sample Scorecard |
| DNOutExtCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time agents spend on outgoing external DN calls, including hold time, for this skillset. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| DNOutIntCallsTalkTime | For Avaya Communication Server 1000 PABX only. The total time agents spend on outgoing internal DN calls, including hold time, for this skillset. This statistic does not include the time spent on the DN outcall part of a Contact Center Outbound contact. INT | View Sample Scorecard |
| IdleTime | The cumulative time that all agents belonging to this skillset were in the Idle state. INT | View Sample Scorecard |
| MaxAnsweredDelay | The wait time experienced by the local contact (excluding DN, ACD, and NACD calls) or incoming NSBR contact that waited the longest before it is answered or accepted. INT | View Sample Scorecard |
| MaxCapacityIdleTime | The cumulative time that all agents belonging to this skillset, including the multiple capacities configured for these agents, were in the Idle state. MaxCapacityIdleTime stops when maximum capacity of the skillset or maximum capacity for the agent is reached. INT | View Sample Scorecard |
| MaxCapacityTotalStaffedTime | The cumulative time that all agents belonging to this skillset were in the Login state multiplied by their Maximum Capacity in this skillset. INT | View Sample Scorecard |
| MaxSkillsetAbandonedDelay | The wait time experienced by the local contact (excluding DN, ACD, and NACD calls) or incoming NSBR contact queued to this skillset that waited the longest before it is abandoned. INT | View Sample Scorecard |
| NetCallsAnswered | For NSBR option only. The number of incoming NSBR contacts answered or accepted for this skillset. Network statistics, such as NSBR contacts, are not applicable to SIP IM-enabled contact centers. INT | View Sample Scorecard |
| NotReadyTime | The total time that all agents belonging to this skillset spend in the Not Ready state. Not Ready time includes post call processing time and Not Ready time with reason codes. INT | View Sample Scorecard |
| PostCallProcessingTime | This data is the total time agents spend performing post contact processing. Normally, agents use this time to complete work related to the contact just completed, such as filling in forms or filing papers. INT | View Sample Scorecard |
| Site | The configured name of the Contact Center Manager site to which the fields are applicable. For incoming NSBR contacts, this is the originating site. Network statistics, such as NSBR contacts, are not applicable to SIP IM-enabled contact centers. VARCHAR(30)/td> | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify the Contact Center Manager site to which the fields are applicable. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to a site. For incoming NSBR contacts, this is SiteID of the originating site. For the local site, the SiteID is 0. SIP uses the configuration default SiteID. INT | View Sample Scorecard |
| Skillset | The name of the skillset. VARCHAR(30) | View Sample Scorecard |
| SkillsetAbandoned | The number of contacts abandoned while queuing in this skillset. This statistic includes contacts abandoned while being presented to an agent. INT | View Sample Scorecard |
| SkillsetAbandonedDelay | The total wait time experienced by contacts abandoned while queuing in this skillset. INT | View Sample Scorecard |
| SkillsetAbandonAftThreshold | The number of contacts abandoned while queuing in this skillset after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs. INT | View Sample Scorecard |
| SkillsetID | A unique number assigned by the server to identify this skillset when the skillset is added. For network skillsets, this is the ID as it appears on the local site. INT | View Sample Scorecard |
| TalkTime | The total time that agents spend handling contacts (excluding DN calls) in this interval that queued in this skillset. This statistic includes hold time. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when the system pegs the data. INT | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
| TotalStaffedTime | The amount of logon time for all agents belonging to this skillset. INT | View Sample Scorecard |
| VirtualCallsAbandoned | The number of contacts abandoned while queuing in this skillset if
• the contact queues to multiple skillsets simultaneously, this skillset is the first listed skillset in the script • for NSBR contacts, the contact originated from this site INT |
View Sample Scorecard |
| VirtualCallsAbnAftThreshold | The number of contacts abandoned while queuing in this skillset, that exceed the skillset service level threshold, provided that
• if the contact queues to multiple skillsets simultaneously, this skillset is the first listed skillset in the script • For NSBR contacts, the contact originated from this site INT |
View Sample Scorecard |
| VirtualCallsOffered | The number of contacts offered in this skillset that are; • answered or accepted by an agent in this skillset and on this site. • abandoned and originated on this site and, if queued to multiple skillsets simultaneously, this skillset is the first listed skillset in the script. VirtualCallsOffered increments if the contact is answered, accepted, or abandoned. It is not counted if the contact is not answered, accepted, or abandoned, for example, if it is removed from queue in an application script or routed outside the system. INT |
View Sample Scorecard |
| WaitTime | TThe total time agents spend waiting for a contact after releasing a voice call or closing a multimedia contact handled that queued in this skillset. INT | View Sample Scorecard |
TrunkStat Table
Description
For Avaya Communication Server 1000 PABX only. Trunk statistics summarize trunk resource usage information. These statistics provide a way to monitor call traffic with available trunk resources.
Trunks are not applicable in SIP-enabled Contact Center s as a SIP-enabled contact center does not differentiate between ISDN and non-ISDN trunks. All calls are pegged as non-ISDN calls.
Using this data, you can create contact center Team and Agent Visual Scorecards.
Following database tables share the same table format;
- - iTrunkStat
- - dTrunkStat
- - wTrunkStat
- - mTrunkStat
| Parameter | Description | What's Next? |
|---|---|---|
| CallsAbandoned | The number of Contact Center Manager calls abandoned while waiting on this trunk.INT | View Sample Scorecard |
| CallsAbandonedDelay | The total wait time experienced by Contact Center Manager calls that are abandoned. INT | View Sample Scorecard |
| CallsAnswered | he number of Contact Center Manager calls answered. INT | View Sample Scorecard |
| CallsAnsweredDelay | The total wait time experienced by all Contact Center Manager calls that came in through a trunk. INT | View Sample Scorecard |
| CallsOffered | The number of Contact Center Manager calls offered to this trunk. INT | View Sample Scorecard |
| OccupancyTime | The total time the trunk is occupied with Contact Center Manager calls. INT | View Sample Scorecard |
| Route | The name of the route. VARCHAR(30). | View Sample Scorecard |
| RouteID | A unique number assigned by the server to identify the route to which the trunk belongs when the route is defined. INT | View Sample Scorecard |
| Site | The configured name of this Contact Center Manager site. VARCHAR(30) | View Sample Scorecard |
| SiteID | A unique number assigned by the system to identify this Contact Center Manager site. The assigned SiteID remains unique over time even if a configured site is deleted and another one is added with the same name. You can use the SiteID in custom reports to identify statistics applicable to this site. This field contains the actual local SiteID value. SIP uses the configuration default SiteID. INT | View Sample Scorecard |
| Time | The time (in 24-hour HH:MM format) when system pegs the data. INT | View Sample Scorecard |
| Timestamp | The date and time when the system pegs the data. DATETIME | View Sample Scorecard |
| TrunkID | A unique number assigned by the server to identify the trunk within the route. INT | View Sample Scorecard |
CCMS Database
Avaya Aura AACC ACCS CCMS database stores configuration-related information.
ActivityCodeStat Views
Description
Activity code statistics identify the type of contacts handled by the agent, as well as provide detailed information about how Not Ready time is spent. This statistic provides information used to monitor agents’ work and time distribution within a work day. It is synonymous to Avaya CMS AUX codes and Cisco Not Ready reason codes.
Using this data, you can create contact center agent efficiency and occupancy reports.
Filters: starttime,endtime,agent name/ID, select interval(15,30,60 mins.,entire report)
ActivityCode Table
Description
This is a configuration table where you can create new activity codes for the agents.
Using this data, you can create contact center agent efficiency and occupancy reports.
Filters: starttime,endtime,agent name/ID, select interval(15,30,60 mins.,entire report), staffed time greater / less than
| Parameter | Description | What's Next? |
|---|---|---|
| ActivityCode | The number assigned to the activity code. VARCHAR(32) | View Sample Scorecard |
| Name | The name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |
| ShortName | A display name assigned to the activity code. VARCHAR(30) | View Sample Scorecard |