Realtime Miscellaneous Definitions

Abandoned Calls: Tells how many inbound calls were abandoned (*Note and abandoned call is any call that ended in any other activity than talking or voicemail.)

Active Time: This is a general simple Call Event template which shows an Agent’s total active time. Active time is defined as any phone event (Dialing, Ringing, Hold, Talking, etc.)

Advanced Finished Call: This Template is an Advanced Finished Call template which can be customized to provide specific values. This value ignores any calls that are excluded from the database such as calls that are less than one second in duration and voice recording utility calls.

Advanced Finished Calls Event: This Template is an Advanced Finished Call Event template which can be customized to provide specific values. This value ignores any calls that are excluded from the database such as calls that are less than 1 second in duration and voice recording utility calls.

Agent Busy State: Returns the agents busy state based on the current activity.

Agent Current Caller ID: Displays the caller ID of the caller for the selected Agent.

Agent Line Appearance: Provides the number of calls of which this Agent is currently a part. This value represents the number of active line appearances for the Agent.

Agent State: Returns the Agent’s state based on the current activity. (Idle, Hold, Talking, Ringing, etc.) Also provides the option to select Time in State. This refers to the amount of time spent in the Agent’s current activity.

Basic Account Code: This Template is a general Finished call template which includes Account Code and Tag options and can be customized to provide specific values.

Basic Call: This template is a general Call template which can be customized to provide specific values.

Basic Call Event: Provides a general count of selected events that have taken place. This template is a general Call Event template which can be customized to provide specific values based upon basic Call Events.

Basic Calling Agent Event: Provides the total number of calls involving selected events involving the Calling Agent. This Template is a general Call Event template which focuses on events involving the Calling Agent.

Basic Combined Call Event: This differs from Basic Call Event in that it treats consecutive matching events as one event instead of as individual events. (i.e. two of the same event on one call, will count as one instead of two.)

Basic Directed Call Event: Basic Directed Call Event ignores any events that do not have a call direction or have an ambiguous call direction (such as the initial dialing event at the beginning of an internal or outbound call.)

Basic Feature: This template is a general Feature Event template. Displays a count of Feature events during the given time frame. (DND, Group Login, Extension Login, Ready, etc.)

Basic Finished Call: Can be customized to provide specific values for Finished Calls. Basic Finished Call ignores any calls that are excluded from the database such as calls that are less than 1 second in duration and any voice recording utility calls.

Basic Receiving Agent Event: Provides the total number of calls involving selected events involving the Receiving Agent. Also known as the initial agent. This Template is a General Call Event template which can be customized to provide specific values.

Current Call State: Provides the current state for the selected Agent.

Custom External Data: This is a value used to query an organization’s external data. Any agent or group specified will be UTF-8 encoded and added to the External URL in the form of GET parameters (i.e. http://localhost:9080/info?random&agent=Josh+Moore%28204%29&group=SALES%28400%29.) When multiple agents/groups are selected, multiple agent/group GET parameters will be added to the URL.

Extension Login: Shows the number of agents logged into a valid extension

Generic Group Overflow: Includes all calls that were directed to “Initial Group” but then went to “Overflow Group” and had an “Overflow Event”.

Group Login: Shows number of agents logged into a group

Group Speed of Answer: Shows the total Ringing and Queue duration for the selected Group(s) until the first talking event for the selected Group(s).

Group Wait Time: Provides the total time the selected Groups were Ringing or Queueing.

Idle: Shows the number of agents that are idle in the selected timeframe. NOTE: Idle means that an agent is logged in, but may not be readied in group or skill, so they can receive a call but only if someone dials them directly

Missed Calls: Shows the number of calls that presented to the indicated Agent/Group but were not answered by the indicated Agent/Group.

No X-Event Before Y-Event: Includes any call that does not have a “Prohibited Event” before the required “Target Event”. An example of this would be “Direct Calls” where the prohibited event is Auto Attendant and the Target Event is Talking.

Ready: Shows the number of Agents Ready to take a call during the selected timeframe. Ready means that an agent is logged in, not on dnd, and readied up in a group or skill for a call, meaning that a call will be delivered to an agent due to group or skill rule.

Reason Code: Displays a count of Feature events (also known as Reason Codes) during the given time frame. (DND, Group Login, Extension Login, Ready, etc.) This template is a general Feature Event template which can be customized to provide specific values.

Speed of Answer: Provides the total, maximum, minimum, average, or median time it took for a human to answer the call(s).

User Ready Duration: Provides the total, maximum, minimum, average, or median time the user(s) are/were ready to take a call.

X-Event then no Y-Event: Includes calls that meet the group and agent criteria for X-Event and then are not immediately followed by a Y-Event that also meets the group and agent criteria. This template can be used to make missed calls.

Cisco Miscellaneous Values

UCCX Agent State: Returns the UCCX Agent’s state based on the current activity. (Idle, Hold, Talking, Ringing, etc.) Also provides the option to select Time in State. This refers to the amount of time spent in the UCCX Agent’s current activity.