Historical Reports Database Tables
The following diagram shows the historical reports tables and their relationships Ivanti Voice automatically creates the first time Ivanti Voice connects to the Ivanti Voice database.
The AGENT_AUDIT table is part of the database structure, but is not linked to any of the other tables.
The following topics describe the contents of each database table.
REPORTS Table
The root table to which all other tables are linked either directly or indirectly. The configuration defines one or more historical reports, each of which is a collection of metric values, stored in the metric tables (CC_METRICS, AGENT_METRICS, etc.)
The default configuration defines only one report named Default. Ivanti, Inc. does not recommend defining more than one report.
Column 
Type 
Description 

ID  int  The unique identifier of the report. 
NAME 
nvarchars (64) 
The unique name of the report. The name is copied from the configuration. 
OBJECT_TYPES Table
A list that defines readable names for integer object type identifiers. This table reduces the database space needed for records in the OBJECTS table.
Column 
Type 
Description 

ID  int 
The unique identifier of the object type. This ID points to object types in another table. 
NAME 
nvarchar (64) 
The display name of the object type (either agent, agent group, contact center, or service). 
OBJECTS Table
A list of objects for which metric values are written in the database. One record is created in this table for each agent, agent group, service or contact center. The record defines a unique integer identifier of the object and gives the object a readable name that is shown in historical reports. The table also refers to the OBJECT_TYPES table so the display name of the object type may be shown in historical reports, built for the object.
Column 
Type 
Description 

ID  int identity  The unique identifier of the object. 
DISPLAY_NAME 
nvarchar (128) 
The display name of the object. 
OBJECT_TYPE  int  The reference to the object type (OBJECT_TYPES.ID) 
AGENT_METRICS Table
Stores the recorded values of statistics for all agents. Each record in this table contains a reference to the object for which values are written, and the begin and end times for the interval for which Ivanti Voice collected the values. The table stores all time values in milliseconds.
Column 
Type 
Description 

REPORT_ID  int  The unique identifier of the report. 
OBJECT_ID  int  The unique identifier of the object. 
BEGIN_TIME  date/ time  The beginning time of the interval. This value uses coordinated universal time (UTC). 
END_TIME  date/ time  The ending time of the interval. This value uses coordinated universal time (UTC). 
V_CALLS_ANSWERED  bigint  The values of the Number of calls answered statistic. 
V_WRAPUP_TIME  bigint  The values of the Total after call work time statistic. 
V_READY_TIME  bigint  The values of the Total ready time statistic. 
V_NOT_READY_TIME  bigint  The values of the Total not ready time statistic. 
V_WORK_TIME  bigint  The values of the Total working time statistic. 
V_TOTAL_BUSY_TIME  bigint  The values of the Total busy time statistic. 
V_HELD_TIME  bigint  The values of the Total held time statistic. 
V_TOTAL_HANDLING_TIME  bigint  The values of the Total handling time statistic. 
V_LOGON_TIME  bigint  The values of the Total logon time statistic. 
V_INT_RETURNED  bigint  The values of the Number of returned interactions statistic. 
V_TRANSFERS_ORIGINATED  bigint  The values of the Number of originated transfers statistic. 
V_TRANSFERS_ACCEPTED  bigint  The values of the Number of accepted transfers statistic. 
V_TRANSFERS_REJECTED  bigint  The values of the Number of rejected transfers statistic. 
V_ANSWERED_RETURNS  bigint  The values of the Number of answered returned interactions statistic. 
V_EI1_ANSWERED  bigint  The number of calls answered on escalation interval 1. 
V_EI2_ANSWERED  bigint  The number of calls answered on escalation interval 2. 
V_EI3_ANSWERED  bigint  The number of calls answered on escalation interval 3. 
V_EI4_ANSWERED  bigint  The number of calls answered on escalation interval 4. 
V_EI5_ANSWERED  bigint  The number of calls answered on escalation interval 5. 
V_EIR_ANSWERED  bigint  The number of calls answered after all escalation intervals. 
V_OUT_CALLS_MADE  bigint  The number of outbound calls made. 
V_OUT_TOTAL  bigint  The values of the Total Outbound Time statistic. 
V_OUT_HANDLING  bigint  The values of the Outbound Handling Time statistic. 
V_OUT_WRAP_UP  bigint  The values of the Outbound Wrapup Time statistic. 
V_TIME_TO_ANSWER  bigint  The values of the Time to Answer statistic. 
V_DELIVERY_ATTEMPTS  bigint  The values of the Delivery Attempts statistic. 
V_IDLE_TIME  int  The values of the Idle Time statistic. 
V_IDLE_STATE_COUNT  int  The values of the Idle State Count statistic. 
AGENT_GROUP_METRICS Table
Stores the recorded values of statistics for all agent groups. Each record in this table contains a reference to the object for which values are written, and the begin and end times for the interval for which Ivanti Voice collected the values. The table stores all time values in milliseconds.
Column 
Type 
Description 

REPORT_ID 
int 
The unique identifier of the report. 
OBJECT_ID 
int 
The unique identifier of the object. 
BEGIN_TIME 
date/ time 
The beginning time of the interval. This value uses coordinated universal time (UTC). 
END_TIME 
date/ time 
The ending time of the interval. This value uses coordinated universal time (UTC). 
V_CALLS_ANSWERED 
bigint 
The values of the Number of calls answered statistic. 
V_WRAPUP_TIME 
bigint 
The values of the Total after call work time statistic. 
V_READY_TIME 
bigint 
The values of the Total ready time statistic. 
V_NOT_READY_TIME 
bigint 
The values of the Total not ready time statistic. 
V_WORK_TIME 
bigint 
The values of the Total working time statistic. 
V_TOTAL_BUSY_TIME 
bigint 
The values of the Total busy time statistic. 
V_HELD_TIME 
bigint 
The values of the Total held time statistic. 
V_HANDLING_TIME 
bigint 
The values of the Total handling time statistic. 
V_LOGON_TIME 
bigint 
The values of the Total logon time statistic. 
V_INT_RETURNED 
bigint 
The values of the Number of returned interactions statistic. 
V_TRANSFERS_ORIGINATED 
bigint 
The values of the Number of originated transfers statistic. 
V_TRANSFERS_ACCEPTED 
bigint 
The values of the Number of accepted transfers statistic. 
V_TRANSFERS_REJECTED 
bigint 
The values of the Number of rejected transfers statistic. 
V_ANSWERED_RETURNS 
bigint 
The values of the Number of answered returned interactions statistic. 
V_MIN_LOGGED_IN_AGENTS 
bigint 
The maximum number of loggedin agents. 
V_MAX_LOGGED_IN_AGENTS 
bigint 
The minimum number of loggedin agents. 
V_MAX_QUEUED_TIME 
bigint 
The maximum time an interaction spent in the queue. 
V_EI1_ANSWERED 
bigint 
The number of calls answered on escalation interval 1. 
V_EI2_ANSWERED 
bigint 
The number of calls answered on escalation interval 2. 
V_EI3_ANSWERED 
bigint 
The number of calls answered on escalation interval 3. 
V_EI4_ANSWERED 
bigint 
The number of calls answered on escalation interval 4. 
V_EI5_ANSWERED 
bigint 
The number of calls answered on escalation interval 5. 
V_EIR_ANSWERED 
bigint 
The number of calls answered after all escalation intervals. 
V_OUT_CALLS_MADE 
bigint 
The number of outbound calls made. 
V_OUT_TOTAL 
bigint 
The values of the Total Outbound Time statistic. 
V_OUT_HANDLING 
bigint 
The values of the Outbound Handling Time statistic. 
V_OUT_WRAP_UP 
bigint 
The values of the Outbound Wrapup Time statistic. 
V_TIME_TO_ANSWER 
bigint 
The values of the Time to Answer statistic. 
V_DELIVERY_ATTEMPTS 
bigint 
The values of the Delivery Attempts statistic. 
CC_METRICS Table
Stores the recorded values of statistics for the entire contact center. Each record in this table contains a reference to the object for which values are written, and the begin and end times for the interval for which Ivanti Voice collected the values. The table stores all time values in milliseconds.
Column 
Type 
Description 

REPORT_ID 
int 
The unique identifier of the report. 
OBJECT_ID 
int 
The unique identifier of the object. 
BEGIN_TIME 
date/ time 
The beginning time of the interval. This value uses coordinated universal time (UTC). 
END_TIME 
date/ time 
The ending time of the interval. This value uses coordinated universal time (UTC). 
V_CALLS_ANSWERED 
bigint 
The values of the Number of calls answered statistic. 
V_TOTAL_WRAPUP_TIME 
bigint 
The values of the Total after call work time statistic. 
V_READY_TIME 
bigint 
The values of the Total ready time statistic. 
V_NOT_READY_TIME 
bigint 
The values of the Total not ready time statistic. 
V_WORK_TIME 
bigint 
The values of the Total working time statistic. 
V_TOTAL_BUSY_TIME 
bigint 
The values of the Total busy time statistic. 
V_TOTAL_HANDLING_TIME 
bigint 
The values of the Total handling time statistic. 
V_LOGON_TIME 
bigint 
The values of the Total logon time statistic. 
V_INT_RETURNED 
bigint 
The values of the Number of returned interactions statistic. 
V_TRANSFERS_ORIGINATED 
bigint 
The values of the Number of originated transfers statistic. 
V_TRANSFERS_ACCEPTED 
bigint 
The values of the Number of accepted transfers statistic. 
V_TRANSFERS_REJECTED 
bigint 
The values of the Number of rejected transfers statistic. 
V_ANSWERED_RETURNS 
bigint 
The values of the Number of answered returned interactions statistic. 
V_SERVICE_FACTOR 
bigint 
The values of the Service factor statistic. 
V_CALLS_RECEIVED 
bigint 
The values of the Number of calls received statistic. 
V_CALLS_ABANDONED 
bigint 
The values of the Number of calls abandoned statistic. 
V_CALLS_SHORT_ABANDONED 
bigint 
The values of the Number of calls shortabandoned statistic. 
V_CALLS_QUEUED 
bigint 
The values of the Calls queued statistic. 
V_TOTAL_QUEUED_TIME 
bigint 
The values of the Total time in queue statistic. 
V_ABANDON_TIME 
bigint 
The values of the Total abandon time statistic. 
V_INT_IVR_DISCONNECTED 
bigint 
The values of the Number of disconnected in IVR interactions statistic. 
V_MIN_LOGGED_IN_AGENTS 
bigint 
The maximum number of loggedin agents. 
V_MAX_LOGGED_IN_AGENTS 
bigint 
The minimum number of loggedin agents. 
V_MAX_QUEUED_TIME 
bigint 
The maximum time an interaction spent in the queue. 
V_EI1_ANSWERED 
bigint 
The number of calls answered on escalation interval 1. 
V_EI2_ANSWERED 
bigint 
The number of calls answered on escalation interval 2. 
V_EI3_ANSWERED 
bigint 
The number of calls answered on escalation interval 3. 
V_EI4_ANSWERED 
bigint 
The number of calls answered on escalation interval 4. 
V_EI5_ANSWERED 
bigint 
The number of calls answered on escalation interval 5. 
V_EIR_ANSWERED 
bigint 
The number of calls answered after all escalation intervals. 
V_EI1_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 1. 
V_EI2_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 2. 
V_EI3_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 3. 
V_EI4_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 4. 
V_EI5_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 5. 
V_EIR_ABANDONED 
bigint 
The number of calls abandoned after all escalation intervals. 
V_OUT_CALLS_MADE 
bigint 
The number of outbound calls made. 
V_OUT_TOTAL 
bigint 
The values of the Total Outbound Time statistic. 
V_OUT_HANDLING 
bigint 
The values of the Outbound Handling Time statistic. 
V_OUT_WRAP_UP 
bigint 
The values of the Outbound Wrapup Time statistic. 
V_CALLS_UNQUEUED 
bigint 
Number of calls that had exited queues. 
V_MIN_QUEUED_TIME 
bigint 
The values of the Queued Time statistic. 
V_MIN_IVR_TIME 
bigint 
Minimum time in the voice application. 
V_MAX_IVR_TIME 
bigint 
Maximum time in the voice application. 
V_AVG_CALL_DURATION 
bigint 
Average call duration. 
V_DIVERTED  bigint  Number of inbound calls diverted to destinations other than agents, without putting the calls in queue. 
V_QUEUED_DIVERTED  bigint  Number of inbound calls diverted to destinations other than agents, after putting the calls in queue. 
V_DIVERTED_FAIL  bigint 
Number of inbound calls diverted to destinations other than agents, but connected before being answered. 
V_IN_TOTAL  bigint  The values of the Total Time statistic. 
V_DELIVERY_ATTEMPTS  bigint  The values of the Delivery Attempts statistic. 
SERVICE_METRICS Table
Stores the recorded values of statistics for all services. Each record in this table contains a reference to the object for which values are written, and the begin and end times for the interval for which Ivanti Voice collected the values. The table stores all time values in milliseconds.
Column 
Type 
Description 

REPORT_ID 
int 
The unique identifier of the report. 
OBJECT_ID 
int 
The unique identifier of the object. 
BEGIN_TIME 
date/ time 
The beginning time of the interval. This value uses coordinated universal time (UTC). 
END_TIME 
date/ time 
The ending time of the interval. This value uses coordinated universal time (UTC). 
V_CALLS_ANSWERED 
bigint 
The values of the Number of calls answered statistic. 
V_TRANSFERS_ORIGINATED 
bigint 
The values of the Number of originated transfers statistic. 
V_TRANSFERS_ACCEPTED 
bigint 
The values of the Number of accepted transfers statistic. 
V_TRANSFERS_REJECTED 
bigint 
The values of the Number of rejected transfers statistic. 
V_ANSWERED_RETURNS 
bigint 
The values of the Number of answered returned interactions statistic. 
V_SERVICE_FACTOR 
bigint 
The values of the Service factor statistic. 
V_CALLS_ABANDONED 
bigint 
The values of the Number of calls abandoned statistic. 
V_CALLS_SHORT_ABANDONED 
bigint 
The values of the Number of calls shortabandoned statistic. 
V_TOTAL_QUEUED_TIME 
bigint 
The values of the Total time in queue statistic. 
V_CALLS_QUEUED 
bigint 
The values of the Calls queued statistic. 
V_MAX_QUEUED_TIME 
bigint 
The maximum time an interaction spent in the queue. 
V_EI1_ANSWERED 
bigint 
The number of calls answered on escalation interval 1. 
V_EI2_ANSWERED 
bigint 
The number of calls answered on escalation interval 2. 
V_EI3_ANSWERED 
bigint 
The number of calls answered on escalation interval 3. 
V_EI4_ANSWERED 
bigint 
The number of calls answered on escalation interval 4. 
V_EI5_ANSWERED 
bigint 
The number of calls answered on escalation interval 5. 
V_EIR_ANSWERED 
bigint 
The number of calls answered after all escalation intervals. 
V_EI1_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 1. 
V_EI2_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 2. 
V_EI3_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 3. 
V_EI4_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 4. 
V_EI5_ABANDONED 
bigint 
The number of calls abandoned on escalation interval 5. 
V_EIR_ABANDONED 
bigint 
The number of calls abandoned after all escalation intervals. 
V_OUT_CALLS_MADE 
bigint 
The number of outbound calls made. 
V_OUT_TOTAL 
bigint 
The values of the Total Outbound Time statistic. 
V_OUT_HANDLING 
bigint 
The values of the Outbound Handling Time statistic. 
V_OUT_WRAP_UP 
bigint 
The values of the Outbound Wrapup Time statistic. 
V_CALLS_RECEIVED 
bigint 
The values of the Calls Received statistic. 
V_CALLS_UNQUEUED 
bigint 
Number of calls that had exited queues. 
V_TOTAL_BUSY_TIME 
bigint 
The values of the Busy Time statistic. 
V_SERVICE_FACTOR 
bigint 
The values of the Service Factor statistic. 
V_ANSWERED_RETURNS 
bigint 
The values of the Answered Returns statistic. 
V_MIN_QUEUED_TIME 
bigint 
The values of the Queued Time statistic. 
V_MIN_IVR_TIME 
bigint 
Minimum time in the voice application. 
V_MAX_IVR_TIME 
bigint 
Maximum time in the voice application. 
V_TOTAL_HANDLING_TIME  bigint  The values of the Total Handling Time statistic. 
V_DIVERTED  bigint  Number of inbound calls diverted to destinations other than agents, without putting the calls in queue. 
V_QUEUED_DIVERTED  bigint  Number of inbound calls diverted to destinations after putting the calls in queue. 
V_DIVERTED_FAIL  bigint  Number of inbound calls diverted to destinations other than agents, but disconnected before being answered. 
V_DELIVERY_ATTEMPTS  bigint  The values of the Delivery Attempts statistic. 
V_IN_TOTAL  bigint  The values of the Total Time statistic. 
AGENT_AUDIT Table
Records the state changes for agents with the auditing functionality enabled. Ivanti Voice adds a record to the table every time an agent changes state.
Enable auditing for an agent at the agent level (refer to ), at the agent group level (refer to ), or systemwide for all agents (refer to ).
The Contact Center server does not write audit records or create the tables until at least 500 agent state changes occur or you reboot Ivanti Voice.
The following table lists the columns each record in the database includes.
Column 
Type 
Description 

ID 
Int 
Primary Key, unique identifier for each row. 
AGENT 
nvarchar (32) 
The unique identifier of the agent. 
TIME_STAMP 
date/ time

The date and time the record was created. 
OLD_STATE 
int 
The previous state of the agent. Refer to the table above for the state that corresponds to each integer. 
NEW_STATE 
int 
The new state of the agent. Refer to the table above for the state that corresponds to each integer. 
LAST_NAME 
nvarchar (64) 
The agent’s last name. 
FIRST_NAME 
nvarchar (64) 
The agent’s first name. 
REASON  nvarchar (64)  The Not Ready reason the agent gave for entering the Not Ready state. This value is relevant only if the agent enters the Not Ready state. 
DURATION 
bigint 
Time spent by agent in OLD_STATE before transitioning to the NEW_STATE. 
The following table shows the integers Ivanti Voice uses to represent each state.
Column 
Type 
Description 

0 
Unknown 
The Contact Center server does not know the state of the agent. The Contact Center server reports this state as the old state in the first audit record for the agent. 
1 
Loggedout 
The agent is not logged into the contact center. 
2 
Not ready 
The agent is not ready to receive calls. The reason of the state may be reported in the REASON column. 
3 
Ready 
The agent is ready to receive calls. 
4 
Reserved 
The agent has been reserved for the delivery of a call. 
5 
Busy 
The agent is on the phone with a caller. 
6 
After Call Work 
The agent is done talking to the caller and is doing after call work. 
NOT_READY_REASONS Table
Stores a dictionary of all Not Ready reasons. Ivanti Voice populates the table with each Not Ready reason an agent reports.
Column 
Type 
Description 

ID 
int 
The unique identifier of the Not Ready reason. Values for this column are allocated automatically by the server. This column is the primary key of the table. The name of the primary key index is PK_NOT_READY_REASONS. 
NAME 
nvarchar 
The unique display name of the Not Ready reason. 
NOT_READY_TIME Table
A Not Ready reason data for all agents. Ivanti Voice populates the table with each Not Ready reason the agent reports, along with the following data:
•The time the agent entered the Not Ready state.
•The time the agent left the Not Ready state.
•The number of milliseconds the agent spent in the Not Ready state.
Column 
Type 
Description 

REPORT_ID 
int 
The unique identifier of the report record in the REPORTS table. 
OBJECT_ID 
int 
The unique identifier of the object for which the Not Ready time is stored in the record. 
BEGIN_TIME 
date/ time 
The beginning time of the interval for which time in the Not Ready state is stored in the record. 
END_TIME 
date/ time 
The ending time of the interval for which time in the Not Ready state is stored in the record. 
REASON_ID 
int 
The identifier of the Not Ready reason. 
REASON_TIME 
int 
The total number of milliseconds the agent spent in the Not Ready state. 