Avaya AACC ACCS Reporting Guide

March 22, 2022 in Avaya
Avaya AACC ACCS Reporting Guide

Avaya Aura Contact Center (AACC) or ACCS is the contact center solution originally created by Nortel Networks. After the acquisition of Nortel Networks by Avaya, it is re-branded as Avaya AACC. It uses Intersystems Caché database. Comstice can integrate Avaya AACC database, collect and report data as real-time dashboards and contact center analytics data.

Avaya AACC reporting guide offers details about the Avaya AACC stock reports, database tables available as well as how you can access these reports better using Comstice Quartz Reporting and Analytics for Avaya AACC.

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;

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 Data Dictionary

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), staffed time greater / less than

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
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
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
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:
  • - The contact received a Force Busy, Force Overflow, Force Disconnect, Route Call, or default treatment.
  • - (NSBR option only) The call reached a non-ISDN trunk while it is routed to a remote site.
  • - The voice call is transferred to an IVR queue.
  • - (Avaya Communication Server 1000 PABX only) The voice call is networked out through an NACD queue.
INT
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

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