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 Wrap-up 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 logged-in agents.

V_MAX_LOGGED_IN_AGENTS

bigint

The minimum number of logged-in 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 Wrap-up 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 short-abandoned 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 logged-in agents.

V_MAX_LOGGED_IN_AGENTS

bigint

The minimum number of logged-in 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 Wrap-up 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 short-abandoned 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 Wrap-up 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 system-wide 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

Logged-out

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
(64)

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.