Historical Report Definitions
The following table defines the historical reports on the Historical Reporting page. The four columns on the right indicate the entities to which the report applies, using the following abbreviations:
•A=agents
•AG=agent groups
•CC=the entire Contact Center
•S=services
Outbound calls made manually by the agent using an IP phone may not be tracked, if they do not place the call through the Ivanti Voice server, but directly through an integrated PBX.
|
Report |
Description |
A |
AG |
CC |
S |
|
Average Abandon Time |
The aggregate value of the Total Abandon Time statistic divided by the aggregate value of the Number of Calls Abandoned statistic during the period you specify. |
na |
na |
X |
na |
|
Average Busy Time |
The aggregate value of the Total Busy Time statistic divided by the aggregate value of the Number of Calls Answered plus the Number of Accepted Transfers during the period you specify. |
X |
X |
X |
X |
|
Average Call Duration |
The aggregated value of the Total Call Duration (V_IN_TOTAL column of the CC_METRICS and SERVICE_METRICS tables) divided by the aggregated value of the Number of Calls Received (V_CALLS_RECEIVED column); Total Call Duration metric is not reported directly. |
na |
na |
X |
X |
|
Average Idle Time |
Idle Time divided by the Idle State Count. |
X |
|
|
|
|
Average Recording Rating Per Trait |
For each trait, the sum of all ratings for that trait divided by the number of times the trait was rated during the period you specify. |
X |
na |
na |
na |
|
Average Time in Queue |
The aggregate value of the Total Time in Queue statistic divided by the aggregate value of the Number of Calls Unqueued statistic during the period you specify. |
na |
na |
X |
X |
|
Average Time to Answer |
For agents, groups and the contact center, the aggregate time spent in the Pending Delivery state divided by the aggregate value of the Number of Delivery Attempts statistic for the agent, group or contact center. For services, the aggregate time calls for the service spent in the Pending Delivery state divided by the aggregate value of the Number of Delivery Attempts statistic for the service. |
X |
X |
X |
X |
|
Calls Abandoned on Queued Stages |
For the contact center, the number of calls abandoned during the queue stage. For services, the number of calls for the service abandoned during the queue stage. |
na |
na |
X |
X |
|
Calls Answered on Queued Stages |
For agents, groups, or the contact center, the number of calls answered during the queue stage. For services, the number of calls for the service answered during the queue stage |
X |
X |
X |
X |
|
Calls Queued |
The aggregate value of the Calls Queued statistic during the period you specify. |
na |
na |
X |
X |
|
Maximum Number of Logged in Agents |
The highest number of agents logged into Ivanti Voice during the period you specify |
na |
X |
X |
na |
|
Minimum Number of Logged in Agents |
The lowest number of agents logged into Ivanti Voice during the period you specify. |
na |
X |
X |
na |
|
Not Ready Time Breakdown |
The duration of each instance an agent or agent group is in the Not Ready state. |
X |
na |
na |
na |
|
Number of Accepted Transfers |
The aggregate value of the Number of Accepted Transfers statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Answered Returned Interactions |
The aggregate value of the Number of Answered Returned Interactions statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Calls Abandoned |
The aggregate value of the Number of Calls Abandoned statistic during the period you specify. |
na |
na |
X |
X |
|
Number of Calls Answered |
The aggregate value of the Number of Calls Answered statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Calls Diverted |
The aggregate value of the Calls Diverted statistic during the period you specify. |
na |
na |
X |
X |
|
Number of Call Diverted from Queue |
The aggregate value of the Queued Calls Diverted statistic during the period you specify. |
na |
na |
X |
X |
|
Number of Calls Failed to Divert |
The aggregate value of the Diverted Calls Failed statistic during the period you specify. |
na |
na |
X |
X |
|
Number of Calls Handled |
The sum of aggregate values of the Number of Calls Answered and Number of Outbound Calls metrics. |
X |
X |
X |
X |
|
Number of Calls Received |
The aggregate value of the Number of Calls Received statistic during the period you specify. |
na |
na |
X |
na |
|
Number of Calls Short Abandoned |
The aggregate value of the Number of Calls Short Abandoned statistic during the period you specify. |
na |
na |
X |
X |
|
Number of Disconnected in IVR Interactions |
The aggregate value of the Number of Disconnected in IVR Interactions statistic during the period you specify. |
na |
na |
X |
na |
|
Number of Originated Transfers |
The aggregate value of the Number of Originated Transfers statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Outbound Calls |
The aggregate value of the Outbound Calls Made statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Rejected Transfers |
The aggregate value of the Number of Rejected Transfers statistic during the period you specify. |
X |
X |
X |
X |
|
Number of Returned Interactions |
The aggregate value of the Number of Returned Interactions statistic during the period you specify. |
X |
X |
X |
na |
|
Percent Calls Abandoned |
The aggregate value of the Number of Calls Abandoned statistic divided by the aggregate value of the Calls Queued statistic during the period you specify, multiplied by 100. |
na |
na |
X |
X |
|
Percent Inbound and Outbound Calls |
Inbound: The aggregate value of the Number of Calls Received statistic divided by the aggregate value of the Number of Calls Handled statistic during the period you specify, multiplied by 100. Outbound: The aggregate value of the Outbound Calls Made statistic divided by the aggregate value of the Number of Calls Handled statistic during the period you specify, multiplied by 100. |
X |
X |
X |
X |
|
Queue Performance Chart |
The aggregate values of the following statistics during the period you specify: •Number of Calls Answered •Number of Calls Abandoned •Number of Calls Short Abandoned |
na |
na |
X |
X |
|
Service Factor |
The aggregate value of the product of Service Factor and Number of Calls Answered, divided by the aggregate value of the Number of Calls Answered. |
na |
na |
X |
X |
|
Total After Call Work Time |
The aggregate value of the Total After Call Work Time statistic during the period you specify. |
X |
X |
X |
na |
|
Total Busy Time |
The aggregate value of the Total Busy Time statistic during the period you specify. |
X |
X |
X |
na |
|
Total Handling Time |
The aggregate value of the Total Handling Time statistic during the period you specify. |
X |
X |
X |
na |
|
Total Held Time |
The aggregate value of the Total Held Time statistic during the period you specify. |
X |
X |
na |
na |
|
Total Logon Time |
The aggregate value of the Total Logon Time statistic during the period you specify. |
X |
X |
X |
na |
|
Total Not Ready Time |
The aggregate value of the Total Not Ready Time statistic during the period you specify. |
X |
X |
X |
na |
|
Total Ready Time |
The aggregate value of the Total Ready Time during the period you specify. |
X |
X |
X |
na |
|
Total Time in Queue |
The aggregate value of the Total Time in Queue during the period you specify. |
na |
na |
X |
na |
|
Total Working Time |
The aggregate value of the Total Working Time statistic during the period you specify. |
X |
X |
X |
na |
|
Work Timing Chart |
The aggregate values of the following statistics during the period you specify: •Total Busy Time •Total After Call Work Time •Total Ready Time •Total Not Ready Time |
X |
X |
X |
na |