Agent Manager Field
Reference
1.
Refer to the following sections for information about fields available in Agent Manager reports as well
as details on available reports, charts, and graphs.
Agent Report Fields
The following table includes fields available for agent reports.
Table 1: Agent Report Fields
Field Name
Description
ACD Calls
Number of currently active incoming ACD voice calls.
ACD Calls Answered
Number of ACD calls answered in the current interval.
Agent Name
Name of the agent.
Agent Number
ID number entered by the agent on login. This number is used to identify the agent
in the system.
ANI
ANI (CID) of the current ACD contact.
Chat Contacts
Number of currently active incoming chat contacts.
Chat Contacts Answered
Number of chat contacts answered in the current interval.
Current ACD Group
When the agent is busy with ACD activity, this is the group that this activity came
from.
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Agent Manager Field Reference
Agent Report Fields
Table 1: Agent Report Fields (Continued)
Field Name
Description
DNIS
DNIS of the current ACD contact.
Email Contacts
Number of currently active incoming ACD email contacts.
Email Contact Answered
Number of email contacts answered in the current interval.
Extension
Internal extension that the agent is currently logged onto.
N.ACD Calls Handled
Incoming non-ACD calls answered + outgoing (both ACD and non-ACD) calls
initiated by the agent
Note: Non-ACD calls that fall within the following scenarios are instead counted as
ACD calls:


A call that is whispered
An agent receives an ACD call and consults an agent that is part of another
group. When the consultation is complete, this call is counted as a new non-ACD
call for the consulted agent.
O.ACD Calls
Number of currently active outbound ACD voice calls.
O.ACD Calls
Number of currently active outbound ACD voice calls.
O.ACD Calls Answered
Number of outbound ACD calls handled in the current interval.
Release Code
The code used by the agent when entering a release state.
State
The current agent state. Possible states are: ACD - Agent is on an ACD call.
Busy -Agent is busy for some reason other than one of the possible values (for
example, ringing on ACD call, dialing outgoing non-ACD call).
Idle - Agent is logged in and their extension is idle. In Rls - Agent is on an incoming
call and released. Inc - Agent is on an incoming non-ACD call.
Log Out - Agent is currently logged out.
O Reserved - Agent is reserved for an outbound ACD call.
O-ACD -Agent is handling an outbound ACD call. Out - Agent is on an outgoing nonACD call.
Out Rls - Agent is on an outgoing call and released.
Release - Agent is in the release state. In this state, the agent is not receiving ACD
contacts.
Ring - Agent's extension is ringing.
Split -Agent is busy with an ACD call from another group. The Split mode includes
the time the call is ringing, the time the agent is in the call, and the wrap-up time
after the call.
Wrap-up -The agent is in wrap-up state after an ACD contact.
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IVR Application Report Fields
Agent Manager Field Reference
Table 1: Agent Report Fields (Continued)
Field Name
Description
State Time
The lapsed time since the agent entered the state (min:sec). The state time is not
reset in the followings situations:
A busy and released agent changed state to Release again.
An agent in a busy state changed state to Idle again.
The State Time continues to count from the time an agent first enters the Release or
Idle state, and the Contact Center Director > System Parameters > Agent
Preferences > Reset Idle Time On Non-ACD Call option is selected, in the following
circumstances:
An agent completes a non-ACD activity while in release state.
An agent's extension becomes busy with a non- ACD call and then returns to Idle
state.
Total Contacts
Total number of interactions that an agent is currently handling.
IVR Application Report Fields
The following table includes fields available for IVR application reports.
Table 2: IVR Application Report Fields
Field Name
Description
Calls ACD
Number of currently active incoming calls.
Calls OACD
Number of currently active outbound calls.
Failed ACD
Number of accesses by incoming calls that terminated during handling.
Failed OACD
Number of accesses by outbound calls that terminated during handling.
Fully Handled ACD
Number of accesses by incoming calls fully handled by the application.
Fully Handled OACD
Maximum number of times an outbound call accessed an application.
On Current Interval Inbound ACD Calls
Information on the current daily interval of inbound calls. Possible values are:
All/Access - Number of accesses by incoming calls handled by the application.
Fully handled - Number of accesses by incoming calls fully handled by the
application.
Failed - Number of accesses by incoming calls that terminated during handling.
Interflowed - Number of accesses by incoming calls interflowed out of the
application.
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Agent Manager Field Reference
IVR Application Report Fields
Table 2: IVR Application Report Fields(Continued)
Field Name
Description
On Current Interval Inbound Avg. Time
Average time of inbound contacts, in seconds. Possible values are:
All/Access - Average handling time of incoming calls.
Fully handled - Average handling time of fully handled incoming calls.
Failed - Average handling time of incoming calls terminated during handling.
Interflowed - Average handling time of incoming calls that interflowed.
On Current Interval Inbound Max Time
Maximum time of inbound contacts, in seconds. Possible values are:
All/Access - Longest handling time of incoming calls.
Fully handled - Longest handling time of fully handled incoming calls.
Failed - Longest handling time of incoming calls terminated during handling.
Interflowed - Longest handling time of incoming calls that interflowed.
On Current Interval Inbound Statistics
Statistics for inbound contacts. Possible values are: RPH - The IVR application’s
RPH for incoming calls.
On Current Interval Outbound ACD Calls
Information on the current daily interval of inbound calls. Possible values are:
All/Access - Number of accesses by outbound calls handled by the application.
Fully handled - Maximum number of times an outbound call accessed an
application.
Failed - Number of accesses by outbound calls that terminated during handling.
Interflowed - Number of accesses by outbound calls that interflowed out of the
application.
On Current Interval Outbound Avg. Time
Average time of inbound contacts, in seconds. Possible values are:
All/Access - Average handling time of outbound calls.
Fully handled - Average handling time of fully handled outbound calls.
Failed - Average handling time of outbound calls that terminated during handling.
Interflowed - Average handling time of outbound calls that interflowed.
On Current Interval -
Maximum time of inbound contacts, in seconds.
Outbound Max Time
Possible values are:
All/Access - Longest handling time of outbound calls.
Fully handled - Longest handling time of fully handled outbound calls.
Failed - Longest handling time of outbound calls terminated during handling.
Interflowed - Longest handling time of outbound calls that interflowed.
On Current Interval Outbound Statistics
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Statistics for inbound contacts. Possible values are: RPH - The IVR application’s
RPH for outbound calls.
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Agent Queue Report Fields
Agent Manager Field Reference
Table 2: IVR Application Report Fields(Continued)
Field Name
Description
On Line - Inbound
Data for inbound contacts. Possible values are: Calls - Number of currently active
incoming calls.
Too Long - Number of currently active incoming calls with handling time more than
allowed.
Avg. Time - Average handling time of currently active incoming calls (min:sec).
Max Time - Maximum handling time of currently active incoming calls (min:sec).
On Line - Outbound
Data for outbound contacts. Possible values are: Calls - Number of currently active
outbound calls.
Too Long - Number of currently active outbound calls with handling time more than
allowed.
Avg. Time - Average handling time of currently active outbound calls (min:sec).
Max Time - Longest handling time of currently active outbound calls (min:sec).
Interflowed ACD
Number of accesses by incoming calls interflowed out of the application.
Interflowed OACD
Number of accesses by outbound calls that interflowed out of the application.
IVR App Name
The name of the IVR application.
RPH ACD
The IVR application’s RPH for incoming calls.
RPH OACD
The IVR application’s RPH for outbound calls.
Times Accessed ACD
Number of accesses by incoming calls handled by the application.
Times Accessed OACD
Number of accesses by outbound calls handled by the application.
Too Long ACD
Number of currently active incoming calls with handling time more than allowed.
Too Long OACD
Number of currently active outbound calls with handling time more than allowed.
Agent Queue Report Fields
The following table includes fields available for agent queue reports.
Table 3: Agent Queue Report Fields
Field Name
Description
ACD Abandoned
Number of ACD calls abandoned.
ACD Accepted
Number of ACD calls accepted by the agent from ACD calls offered.
ACD Answered
Number of ACD calls answered, out of ACD voice calls presented.
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Agent Manager Field Reference
Agent Queue Report Fields
Table 3: Agent Queue Report Fields(Continued)
Field Name
Description
ACD Ans by Other
ACD calls answered by another group.
ACD Intfl Out
Number of ACD calls interflowed out.
ACD Max in Queue
Longest wait time in queue.
Agent Exten.
Internal extension to which the agent is currently logged on.
Agent Name
Name of the agent.
Agent No.
ID number entered by the agent on login. This number is used to identify the agent
in the system.
ASA
Average Answer Time (sec).
Avg ACD Abnd Time
Average time an ACD call was in queue before being abandoned.
Avg ACD in Queue
Average time an ACD call was in queue.
Avg ACD Intfl time
Average time an ACD call was in queue before being interflowed out.
Avg. ACD Talk Time
Average talk time for ACD calls.
Avg. OACD in Queue
Average time an outgoing ACD call was in queue.
Avg. OACD Talk Time
Average talk time for outgoing ACD calls.
Calls Prev Ans Abnd
Number of ACD calls answered, placed back in the agent queue, and then
abandoned by the caller while in queue.
Calls Prev Ans Answered
Number of ACD calls answered, placed back in the agent queue, and then
answered again.
Calls Prev Ans Queue Time Queue time of incoming ACD calls that were answered and then placed back into
the agent queue.
Calls Prev Ans Queued
Number ACD calls, previously answered, that waited in the agent ᪽ s queue.
Calls Prev Ans Talk Time
Talk time of incoming ACD calls that were answered and then placed back into the
agent queue, and then answered again.
Prev Ans Answered
Number of email interactions answered, placed back in the email agent queue, and
then answered again.
Prev Ans Queue Time
Queue time of incoming email interactions that were answered and then placed
back into the email
agent queue.
Prev Ans Queued
Number email interactions, previously answered, that waited in the email agent
queue.
Prev Ans Talk Time
Talk time of incoming email interactions that were answered and then placed back
into the email agent queue, and then answered again.
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Brief DNIS Report Fields
Agent Manager Field Reference
Table 3: Agent Queue Report Fields(Continued)
Field Name
Description
InB TSF
Daily-calculated factor. The Target Service Factor measures how well the agent
handles calls in this queue.
There are three options to calculate the TSF. The first option it to divide the number
of calls answered within TASA seconds by the number of answered calls. The
second option is to divide the number of calls answered within TASA seconds by
the sum of the number of answered calls and the number of calls abandoned after
TASA seconds. The third option is to divide the number of calls answered within
TASA seconds by the accepted calls.
OACD Answered
Number of outbound ACD calls answered in agent’s queue.
OACD Failed
Number of outgoing ACD calls that have failed.
OACD Pend In Queue
Number of outbound ACD calls pending in agent’s queue.
OACD Queue Time
Queue time of OACD calls currently in queue.
Queued Calls
Number of ACD calls currently in the agent’s queue.
Queued OACD Calls
Number of outgoing ACD calls current in the agent’s queue.
RPH
The agent’s RPH for incoming calls.
State
Agent’s state.
Brief DNIS Report Fields
The following table includes fields available for Brief DNIS reports.
Table 4: Brief DNIS Report Fields
Field Name
Description
ACD Abandoned
Number of ACD calls abandoned.
ACD Accepted
Number of ACD calls accepted by the agent from ACD calls offered.
ACD Answered
Number of ACD calls answered, out of ACD voice calls presented.
ACD Ans by Other
ACD calls answered by another group.
ACD Intfl Out
Number of ACD calls interflowed out.
ACD Abandoned
Number of ACD calls abandoned.
ACD Max in Queue
Longest wait time in queue.
Agent Exten.
Internal extension to which the agent is currently logged on.
Agent Name
Name of the agent.
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Agent Manager Field Reference
Brief DNIS Report Fields
Table 4: Brief DNIS Report Fields(Continued)
Field Name
Description
Agent No.
ID number entered by the agent on login. This number is used to identify the agent
in the system.
ASA
Average Answer Time (sec).
Avg ACD Abnd Time
Average time an ACD call was in queue before being abandoned.
Avg ACD in Queue
Average time an ACD call was in queue.
Avg ACD Intfl time
Average time an ACD call was in queue before being interflowed out.
Avg. ACD Talk Time
Average talk time for ACD calls.
Avg. OACD in Queue
Average time an outgoing ACD call was in queue.
Avg. OACD Talk Time
Average talk time for outgoing ACD calls.
Calls Prev Ans Abnd
Number of ACD calls answered, placed back in the agent queue, and then
abandoned by the caller while in queue.
Calls Prev Ans Answered
Number of ACD calls answered, placed back in the agent queue, and then
answered again.
Calls Prev Ans Queue Time Queue time of incoming ACD calls that were answered and then placed back into
the agent queue.
Calls Prev Ans Queued
Number ACD calls, previously answered, that waited in the agent’s queue.
Calls Prev Ans Talk Time
Talk time of incoming ACD calls that were answered and then placed back into the
agent queue, and then answered again.
Prev Ans Answered
Number of email interactions answered, placed back in the email agent queue, and
then answered again.
Prev Ans Queue Time
Queue time of incoming email interactions that were answered and then placed
back into the email
agent queue.
Prev Ans Queued
Number email interactions, previously answered, that waited in the email agent
queue.
Prev Ans Talk Time
Talk time of incoming email interactions that were answered and then placed back
into the email agent queue, and then answered again.
InB TSF
Daily-calculated factor. The Target Service Factor measures how well the agent
handles calls in this queue.
There are three options to calculate the TSF. The first option it to divide the number
of calls answered within TASA seconds by the number of answered calls. The
second option is to divide the number of calls answered within TASA seconds by
the sum of the number of answered calls and the number of calls abandoned after
TASA seconds. The third option is to divide the number of calls answered within
TASA seconds by the accepted calls.
OACD Answered
Number of outbound ACD calls answered in agent’s queue.
OACD Failed
Number of outgoing ACD calls that have failed.
OACD Pend In Queue
Number of outbound ACD calls pending in agent’s queue.
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Brief Email Agent Queue Report Fields
Agent Manager Field Reference
Table 4: Brief DNIS Report Fields(Continued)
Field Name
Description
OACD Queue Time
Queue time of OACD calls currently in queue.
Queued Calls
Number of ACD calls currently in the agent’s queue.
Queued OACD Calls
Number of outgoing ACD calls current in the agent’s queue.
RPH
The agent’s RPH for incoming calls.
State
Agent’s state.
Brief Email Agent Queue Report Fields
The following table includes fields available for Brief Email Agent Queue reports.
Table 5: Brief Email Agent Queue Report Fields
Field Name
Description
Accepted
Number of email interactions accepted by the agent.
Answered
Number of email interactions answered.
Ans by Other
Email interactions calls answered by another group.
Agent Exten.
Internal extension to which the agent is currently logged on.
Agent No.
ID number entered by the agent on login. This number is used to identify the agent
in the system.
Accepted
Number of email interactions accepted by the agent.
ASA
Average Answer Time (sec).
Avg in Queue
Average time an email interaction was in queue.
Avg Intfl time
Average time an email interaction was in queue before being interflowed out.
Avg. Talk Time
Average interaction time for email interactions.
Emails Replied To
Number of emails replied to.
Emails Not Replied To
Number of emails not replied to.
Emails Timed Out
Number of emails that were not replied to before the session timed out.
Intfl Out
Number of email interactions interflowed out.
Max in Queue
Longest wait time in queue.
Prev Ans Answered
Number of email interactions answered, placed back in the agent queue, and then
answered again.
Prev Ans Queued
Number of email interactions, previously answered, that waited in the agent’s
queue.
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Agent Manager Field Reference
Brief Email DNIS Report Fields
Table 5: Brief Email Agent Queue Report Fields(Continued)
Field Name
Description
Prev Ans Queue Time
Queue time of incoming email interactions that were answered and then placed
back into the agent queue.
Queued Calls
Number of email interactions currently in the agent’s queue.
RPH
The agent’s RPH for incoming email interactions.
State
Agent’s state.
State Time
The lapsed time since the agent entered the state (min:sec).
TSF
Daily-calculated factor. The Target Service Factor measures how well the agent
handles email interactions in this queue.
There are three options to calculate the TSF. The first option it to divide the number
of email interactions answered within TASA seconds by the number of answered
email interactions. The second option is to divide the number of email interactions
answered within TASA seconds by the sum of the number of answered email
interactions and the number of email interactions abandoned after TASA seconds.
The third option is to divide the number of email interactions answered within TASA
seconds by the accepted email interactions.
Brief Email DNIS Report Fields
The following table includes fields available for Brief Email DNIS reports.
Table 6: Brief Email DNIS Report Fields
Field Name
Description
Above T. ASA
Number of contacts waiting above the Target-ASA
Avg Q Time
Average time in queue of DNIS contacts.
Avg. Mailbox Wait Time
Average wait time the email is in the mailbox.
DNIS Name
Name of the DNIS.
Emails ACD
Number of incoming ACD emails.
Email Account
Email account of the DNIS.
Emails Ansd
Number of answered emails.
Emails in Q
Number of emails waiting in queue.
Emails not Replied To
Number of emails not replied to.
Emails Replied Late
Number of emails replied to after the wait time expired.
Emails Replied To
Number of emails replied to.
Emails Timed Out
Number of emails that were not replied to before the session timed out.
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Brief Email DNIS Report Fields
Agent Manager Field Reference
Table 6: Brief Email DNIS Report Fields(Continued)
Field Name
Description
Longest Email Waiting in
Mailbox
Longest amount of time email waited in the mailbox.
Longest Emails in Q
Longest amount of time email waited in the queue.
Max Q Time
Longest amount of time interactions were queued.
Number of Emails Entered
Mailbox
Number of emails sent to mailbox.
Number of Emails Waiting
in Mailbox
Number of emails waiting in mailbox.
TSF
TSF for the current time-interval.
Email Account
Email account of the DNIS.
Emails Ansd
Number of answered emails.
Emails in Q
Number of emails waiting in queue.
Emails not Replied To
Number of emails not replied to.
Emails Replied Late
Number of emails replied to after the wait time expired.
Emails Replied To
Number of emails replied to.
Emails Timed Out
Number of emails that were not replied to before the session timed out.
Longest Email Waiting in
Mailbox
Longest amount of time email waited in the mailbox.
Longest Emails in Q
Longest amount of time email waited in the queue.
Max Q Time
Longest amount of time interactions were queued.
Number of Emails Entered
Mailbox
Number of emails sent to mailbox.
Number of Emails Waiting
in Mailbox
Number of emails waiting in mailbox.
TSF
TSF for the current time-interval.
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Agent Manager Field Reference
Email Group Report Fields
Email Group Report Fields
The following table includes fields available for Email group reports.
Table 7: Email Group Report Fields
Field Name
Description
ASA
Average Answer Time (sec).
Current Talk Max
Maximum handling time of currently active email interactions (min:sec).
Current Talk Too Long
Number of emails with handling time more than allowed.
Emails Accepted
Number of email interactions accepted by the agent.
Emails Answered
Number of answered emails.
Emails Ans Other
Email interactions answered by another group.
Emails In Q
Information about emails in queue.
Emails Not Replied To
Number of emails not replied to.
Emails Interflowed
Number of emails interflowed from the group.
No. Agents
Number of currently logged in agents.
No. Busy
Number of agents that are busy.
No. Idle
Number of agents that are idle.
No. InACD
Number of agents currently on an incoming ACD email.
No. Non ACD
Number of agents on a non ACD email.
No. Release
Number of agents currently in the release state.
No. Split
Number of agents on an ACD call from another group.
No. Wrap
Number of agents in the wrap-up state.
RPH
The agent’s RPH for email interactions.
TSF
The Target Service Factor. The TSF indicates how well the group is providing the
level of service defined for it, via the Target ASA (Average Speed of Answer), for
incoming voice calls, chat, and email.
Note: The TSF is calculated according to the method defined in ShoreTel Connect
Contact Center Director > System Parameters > Reporting Preferences >
Reporting Settings > TSF Formula.
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Group Report Fields
Agent Manager Field Reference
Group Report Fields
The following table includes fields available for Group reports.
Table 8: Group Report Fields
Field Name
Description
Abandoned
Number of abandoned calls.
ACD
Number of agents on an ACD call.
ACD Contacts
Total number of incoming ACD calls.
Answered
Number of calls and chat contacts answered in the current interval.
Answered By Another
Group
Number of calls answered in another group.
Answered By Group
Number of answered ACD calls.
Answered In Another Group Number of calls and chat contacts being answered by another group due to
overflow.
Abnd
Number of calls and chat contacts abandoned.
Agent Exten.
Internal extension in which the agent is currently logged.
Agent Name
Name of the agent.
Agent No.
ID number entered by the agent on login. This number is used to identify the agent
in the system.
Agents
Number of agents in the group in a specific state. The possible states are:
Logged In - Agent is logged into the group.
Release - Agent is in the release state. In this state, the agent is not receiving ACD
contacts.
Wrap-up - The agent is in wrap-up state after an ACD contact.
Busy - Agent is busy for some reason other than one of the ACD call, dialing
outgoing non-ACD call).
Idle - Agent is logged in and their extension is idle. ACD - Agent is on an ACD call.
Non-ACD - Agent is on a non-ACD call.
O-ACD - Agent is handling an outbound ACD call.
O Reserved - Agent is reserved for an outbound ACD call.
Split - Number of agents busy with an ACD call from another group. The split state
includes the time the call is ringing, the time the agent is in the possible values (for
example, ringing on call, and the wrap-up time after the call.
ANI
ANI value that arrived with the current call of the agent.
Avg. Abnd
Average wait time of abandoned calls.
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Group Report Fields
Table 8: Group Report Fields(Continued)
Field Name
Description
Avg. Talk
Average talk time of calls of the group.
Avg. Wrap
Average wrap-up time of calls.
Busy
Number of agents that are busy.
Calls Abnd
Number of abandoned ACD calls.
Calls Ansd
Number of answered ACD calls.
Calls InACD
Number of incoming ACD calls and the number of accepted chat contacts.
Calls OACD
Number of outgoing ACD calls and the number of accepted chat contacts.
Chat Contacts
Number of incoming ACD chat contacts that the agent is currently handling.
Contacts in Queue Inbound
Information about inbound contacts currently in queue. Possible values are:
Contacts - Number of waiting calls.
Avg. Time - Average wait time, in seconds, of contacts in queue.
Above T.ASA - Number of calls waiting above the target ASA.
Max Time - Maximum wait time, in seconds, of calls in queue.
Contacts in Queue Outbound Active
Information about outbound contacts currently in queue. Possible values are:
Contacts - Number of outbound contacts (as a consequence of dial-list callback or
any other
reason) waiting in the group’s queue.
Avg.Time - Average wait time of outbound ACD calls in the queue (sec).
Max Time - Maximum wait time of outbound ACD calls in the queue (sec).
Contacts in Queue Outbound Pending
Information about outbound contacts that are waiting to be initiated (i.e. not yet
dialed). Possible values are:
Contacts - Number of pending outbound contacts (as a consequence of dial-list
callback or any other
reason) waiting in the group’s queue.
Avg.Time - Average wait time of pending outbound ACD calls in the queue (sec).
Max Time - Longest wait time of pending outbound ACD calls in the queue (sec).
Current Day - Inbound ACD
Contacts
Information on the current daily interval of inbound calls. Possible values are:
Accepted - Number of incoming ACD contacts. Answered - Number of answered
ACD contacts. Abandoned - Number of abandoned calls
Interflow Out - Number of contacts interflowed from group.
Ans. Other - Number of calls answered by another group.
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Group Report Fields
Agent Manager Field Reference
Table 8: Group Report Fields(Continued)
Field Name
Description
Current Day - Inbound Avg.
Time
Average time of inbound contacts:
In Queue - Average wait time in queue (sec). Talk - Average ACD talk time
(min:sec).
Abandoned - Average wait time of abandoned calls (sec.)
Interflowed - Average wait time of contacts interflowed from group (sec).
Current Day - Inbound Max
Time
Maximum time of inbound contacts:
In Queue - Longest wait time in queue (sec). Talk - Longest ACD talk time (min:sec).
Abandoned - Longest wait time of abandoned calls (sec).
Interflowed - Longest wait time of contacts interflowed from group (sec).
Current Day - Inbound
Statistics
Statistics for inbound contacts:
TSF - The TSF for the current time-interval. RPH - The group’s RPH.
ASA - Average Answer Time (sec).
DC Answered By Another
Group
Number of direct calls answered by another group.
DC Answered By Group
Number of direct calls answered by the group.
DC Abandoned
Number of direct calls abandoned by the group.
DC Interflowed Out
Number of direct calls interflowed out of the group.
Direct Calls (DC)
Number of Incoming ACD calls that entered directly to the group.
DNIS
DNIS of the current call of the agent.
Group Name
Name of the group.
Group No.
Number of the group.
Note: This field is displayed only if the report already existed before upgrading to
Contact Center
5.1 or later. Newer reports do not include this field.
Hold
Number of calls currently put on hold.
Idle
Number of agents that are idle.
InB Above T.ASA
Number of (voice) calls waiting above the Target- ASA and the current number of
chat contacts above the Target-ASA.
InB. ACD Calls
Number of incoming ACD Voice calls that the agent is currently handling.
InB Calls In Q
Number of waiting (voice) calls and the current number of waiting chat contacts.
InB Max In Q
The longest interval between the longest wait time of (voice) calls in the queue and
the longest wait time of chat contacts in the queue. The data is displayed in
seconds.
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Agent Manager Field Reference
Group Report Fields
Table 8: Group Report Fields(Continued)
Field Name
Description
InB TSF
Daily-calculated factor. The Target Service Factor, also known as LOS, measures
how well the agents in this group handle mail contacts. There are three options to
calculate the TSF. The first option it to divide the number of mail contacts answered
within TASA seconds by the number of answered mail contacts. The second option
is to divide the number of mail contacts answered within TASA seconds by the sum
of the number of answered mail contacts and the number of mail contacts
abandoned after TASA seconds. The third option is to divide the number of mail
contacts answered within TASA seconds by the accepted mail contacts.
InCalls Abnd
Summarizes the number of abandoned (voice) calls and the number of abandoned
chat contacts.
InCalls Intfl
Summarizes the number of (voice) calls interflowed from the group and the number
of interflowed out chat contacts.
Intfl
Number of calls and chat contacts many interflowed out of the agent group.
Interflowed Out
Number of calls interflowed from the group.
Interval Start At
The interval start time.
No. Agns
Number of currently logged in agents.
No. Idle
Number of agents currently in the idle state.
No. InACD
Number of agents currently on an incoming ACD call.
No. OACD
Number of agents on an outgoing ACD call.
No. Release
Number of agents currently in the release state.
Non ACD
Number of agents on a non ACD call.
Non-ACD Calls
Number of incoming non-ACD calls that the agent is currently handling (incoming as
well as outgoing).
O.ACD Calls
Number of outbound ACD calls that the agent is currently handling.
OACD Failed
Number of outgoing ACD calls that have failed.
OACD In Q
Number of outgoing ACD calls (as a consequence of callback or any other reason)
waiting in queue.
OACD Pend In Q:
Number of pending outgoing ACD calls.
On Current Interval Inbound ACD Contacts
Information on the current daily interval of inbound calls. Possible values are:
Accepted - Number of incoming ACD contacts. Answered - Number of answered
ACD contacts. Abandoned - Number of abandoned ACD contacts.
Interflow Out - Number of contacts interflowed from group.
Ans. Other - Number of calls answered by another group.
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Group Report Fields
Agent Manager Field Reference
Table 8: Group Report Fields(Continued)
Field Name
Description
On Current Interval Inbound Avg. Time
Average time of inbound contacts, in seconds. Possible values are:
In Queue - Average wait time in queue. Talk - Average ACD talk time.
Abandoned - Average wait time of abandoned contacts.
Interflowed - Average wait time of contacts interflowed from group.
On Current Interval Inbound Max Time
Maximum time of inbound contacts, in seconds. Possible values are:
In Queue - Maximum wait time in queue. Talk - Maximum ACD talk time.
Abandoned - Maximum wait time of abandoned contacts.
Interflowed - Maximum wait time of contacts interflowed from group.
On Current Interval Inbound Statistics
Statistics for inbound contacts. Possible values are: TSF - The TSF for the current
time-interval.
RPH - The group’s RPH.
ASA - Average answer time (sec).
On Current Interval Outbound ACD calls
Number of outbound ACD calls that were:
Accepted - Number of outbound calls handled by the group.
Answered - Number of outbound ACD calls answered by the group.
Failed - Number of outbound ACD calls failed. Dialed - Number of outbound ACD
calls dialed.
Hung Up - Number of outbound ACD calls that were hung up.
No Cust - Number of outbound ACD calls to customers.
On Current Interval Outbound Avg. Time
Information on the time of outbound contacts that were:
In Queue - Average wait time of answered outbound ACD calls (sec).
Talk - Average talk time of outbound ACD calls (sec).
Failed - Average wait time of failed outbound ACD calls (sec).
On Current Interval Outbound Max Time
Information on the time of outbound contacts that were:
In Queue - Longest wait time of answered outbound ACD calls (sec).
Talk - Longest talk time of outbound ACD calls (sec).
Failed - Longest wait time of failed outbound ACD
Outbound
Number of agents on an outgoing call
Overflowed In
Number of ACD calls that overflowed into the group.
Overflowed In Abandoned
Number of calls overflowed in and abandoned.
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Agent Manager Field Reference
Group Report Fields
Table 8: Group Report Fields(Continued)
Field Name
Description
Overflowed In Answered By
Another Group
Number of calls overflowed in and answered by another group.
Overflowed In Answered By
Group
Number of calls overflowed in and answered by the group.
Overflowed In Interflowed
Out
Number of calls overflowed in and then interflowed out.
Release
Number of agents in the release state.
Release Code
Name of the release code selected by the agent, for every released agent.
Split
Number of agents on an ACD call from another group.
State
Agent’s state.
State Time
Time the agent station is in the state indicated in the State field.
Total Accepted
Total number of incoming ACD calls accepted by the group.
Total In
Total number of incoming ACD calls.
TSF
The Target Service Factor. The TSF indicates how well the group is providing the
level of service defined for it, via the Target ASA (Average Speed of Answer), for
incoming voice calls, chat, and email.
Note: The TSF is calculated according to the method defined in ShoreTel Connect
Contact Center Director > System Parameters > Reporting Preferences >
Reporting Settings > TSF Formula.
Wrap-Up
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Number of agents in the wrap-up state.
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IVR Port Report Fields
Agent Manager Field Reference
IVR Port Report Fields
The following table includes fields available for IVR port reports.
Note
The following IVR port reports are available only for ShoreTel Connect ONSITE Contact Center:



IVR Group IVR Ports Report
IVR Ports Distribution Graph
IVR Ports Report
Table 9: IVR Port Report Fields
Field Name
Description
ASA
Average Answer Time (sec).
Current Talk Max
Maximum handling time of currently active email interactions (min:sec).
Current Talk Too Long
Number of emails with handling time more than allowed.
Emails Accepted
Number of email interactions accepted by the agent.
Emails Answered
Number of answered emails.
Emails Ans Other
Email interactions answered by another group.
Emails In Q
Information about emails in queue.
Emails Not Replied To
Number of emails not replied to.
Emails Interflowed
Number of emails interflowed from the group.
Emails Replied to
Number of emails replied to.
Emails Timed Out
Number of emails that were not replied to before the session timed out.
Group Name
Name of the group.
InB Above T.ASA
Number of (voice) calls waiting above the Target- ASA and the current number of
chat contacts above the Target-ASA.
Max Time in Q
Maximum wait time of email interactions in the queue (min:sec).
No. Agents
Number of currently logged in agents.
No. Busy
Number of agents that are busy.
No. Idle
Number of agents that are idle.
No. InACD
Number of agents currently on an incoming ACD email.
No. Non ACD
Number of agents on a non ACD email.
No. Release
Number of agents currently in the release state.
No. Split
Number of agents on an ACD call from another group.
No. Wrap
Number of agents in the wrap-up state.
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Agent Manager Field Reference
Agents Distribution Graph
Table 9: IVR Port Report Fields(Continued)
Field Name
Description
RPH
The agent’s RPH for email interactions.
TSF
The Target Service Factor. The TSF indicates how well the group is providing the
level of service defined for it, via the Target ASA (Average Speed of Answer), for
incoming voice calls, chat, and email.
Note: The TSF is calculated according to the method defined in ShoreTel Connect
Contact Center Director > System Parameters > Reporting Preferences >
Reporting Settings > TSF Formula.
Agents Distribution Graph
The Agent Distribution graph is a pie chart that shows the distribution of current agent activity as it
occurs. You can quickly see the percentage of agents of a group in various states. Point your mouse to
an area in the pie chart to get more information on a specific slice.
Figure 1: Agent Distribution Graph
For details on the data in the graph, refer to Group Report Fields.
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Agents Needing Help Report
Agent Manager Field Reference
Agents Needing Help Report
The Agents Needing Help report is designed to show real-time information about agents waiting for a
supervisor’s help. Agents who press the help button once are added to the Agents Needing Help report.
After the agent receives help from a supervisor, they need to press the help button again to turn off the
action. The agent is then removed from the Agents Needing Help report.
Figure 2: Agents Needing Help
For details on the data in the report, refer toAgent Report Fields .
Brief Agents Report
The Brief Agents report enables the follow-up of activities performed by a team of agents, regardless of
the ACD group to which they are logged in. You can add agents and see the type of activity the agent is
engaged in and for how long (for example — IDLE state, ACD, WRAP, and so on). Different colors are
used to differentiate between various states as defined in ShoreTel Connect Contact Center Director >
System entity > MIS tab. Refer to Adding or Removing Fields in a Report for more information.
If you have configured agents to handle multiple interactions, you can view all interactions for the
enabled and logged-in agent by right clicking the agent number in the Brief Agents report and selecting
Show Interactions.
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Agent Manager Field Reference
Brief Agent Queue Report
Figure 3: Brief Agents Report
For details on the data in the report, refer to Agent Report Fields.
Brief Agent Queue Report
The Brief Agent Queue report shows brief statistical and summary data on agent queues for the recent
time interval.
Figure 4: Brief Agent Queue Report
For details on the data in the report, refer to Agent Queue Report Fields.
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Brief Dial List Report
Agent Manager Field Reference
Brief Dial List Report
The Brief Dial List Report displays brief statistical and summary data on dial lists.
Figure 5: Brief Dial List Report
From this report, you can end the activity of a currently running dial list by clicking Terminate.
Brief DNIS Report
The Brief DNIS report shows performance information related to calls received at a DNIS. The report
displays counters related to the current status of calls received at a DNIS number, plus cumulative and
statistical information over the current real-time Interval.
Figure 6: Brief DNIS Report
For details on the data in the report, refer to Brief Email DNIS Report Fields.
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Agent Manager Field Reference
Brief Email Agent Queue Report
Brief Email Agent Queue Report
The Brief Email Agent Queue report provides brief statistical and summary data for email agent
queues. Data is calculated over the entire day starting at midnight and ending at the following midnight.
For details on the data in the report, refer to Agent Queue Report Fields.
Brief Email DNIS Report (Enterprise Only)
The Brief Email DNIS report displays performance information related to email contacts received at a
DNIS. The report shows counters related to the current status of email contacts received at a DNIS
number, plus cumulative and statistical information over the current real-time Interval.
Figure 7: Brief Email DNIS Report
For details on the data in the report, refer to Brief Email DNIS Report Fields.
Brief Email Group Report (Enterprise Only)
The Brief Email Group report shows brief information on the performance of one or more email groups.
Current status of the email group is displayed along with cumulative and statistical information.
Figure 8: Brief Email Group Report
For details on the data in the graph, refer toGroup Report Fields.
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Brief Interactions Report
Agent Manager Field Reference
Brief Interactions Report
The Brief Interactions report displays information about the interactions the agent is currently handling.
Figure 9: Brief Interactions Report
For details on the data in the report, refer to Agent Report Fields.
Brief Group Report
The Brief Group report shows brief information on the performance of one or more groups. The current
status of the group is displayed along with cumulative and statistical information.
The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold
values are defined using ShoreTel Connect Contact Center Director > Groups > Thresholds tab.
Figure 10: Brief Group Report
For details on the data in the graph, refer to Group Report Fields.
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Brief IVR Applications Report (Enterprise Only)
Brief IVR Applications Report (Enterprise Only)
The Brief IVR Application report shows brief information on the performance of one or more IVR
applications. The current status of the IVR application is displayed along with cumulative and statistical
information.
Figure 11: Brief IVR Applications Report
For details on the data in the report, refer to IVR Application Report Fields.
Calls Distribution Graph
The Calls Distribution graph is a pie chart that shows the distribution of calls received by the group in
the current time interval. You can quickly see how many calls and chat contacts are being answered,
how many calls and chat contacts are being answered by another group due to overflow, how many
calls and chat contacts are being abandoned, and how many calls and chat contacts are interflowed
out of the agent group. Point your mouse to an area in the pie chart to get more information on a
specific slice.
Figure 12: Calls Distribution Graph
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Detailed Email Group Report
Agent Manager Field Reference
For details on the data in the graph, refer to Group Report Fields.
Detailed Email Group Report
The Detailed Email Group report is a form that shows detailed information concerning one particular
email group. The form is divided into four different areas, each of which contains information related to
the performance of the group.
The Contacts in Queue area displays online information about inbound and outbound calls in queue.
The Agents area displays agent distribution according to current activity.
The On Current Interval area includes cumulative and statistical information evaluating group
performance over the current real- time interval.The Current Contacts Talk time area displays
information about the currently connected calls.
D
Figure 13: Detailed Email Group Report
For details on the data in the graph, refer to Group Report Fields.
Detailed Group Report
The Detailed Group Report is a form that shows detailed information concerning one particular group.
The form is divided into four different areas, each of which contains information related to the
performance of the group.
The Calls in Queue area displays online information about inbound and outbound calls in queue. The
Agents area displays agent distribution according to current activity. The On Current Interval area
includes cumulative and statistical information evaluating group performance over the current realtime interval. The Current Calls Talk Time area displays information about incoming ACD calls that are
currently handled by agents of the group.
The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold
values are specified using ShoreTel Connect Contact Center Director > Groups > Thresholds tab.
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Agent Manager Field Reference
Detailed IVR Applications Report
Figure 14: Detailed Group Report
For details on the data in the graph, refer to Group Report Fields.
Detailed IVR Applications Report
The Detailed IVR Application report is a form that shows detailed information concerning one particular
IVR Application. The form is divided into two different areas.The On Line area displays information
about contacts currently handled by the IVR application. TheOn Current Interval area contains
statistical information on the current interval.
Figure 15: Detailed IVR Application Report
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Email Contacts Distribution Graph
Agent Manager Field Reference
For details on the data in the report, refer to IVR Application Report Fields.
Email Contacts Distribution Graph
The Email Contacts Distribution graph is a pie chart that illustrates the distribution of contacts received
by the email group in the current time interval. You can quickly see how many email contacts are being
answered, how many contacts are being answered by another group due to overflow, and how many
contacts are being interflowed out of the group. Point your mouse to an area in the pie chart to get more
information on a specific slice.
Figure 16: Email Contacts Distribution Graph
For details on the data in the graph, refer to Group Report Fields.
Email Group Overflow/Interflow Report
The Email Group Overflow/Interflow report is a form that shows detailed information about emails
directed to the group and emails waiting in other groups and were routed to the current group due to
call overflow. The report is divided into two main areas: Contacts Presented to Group and Treatment of
Contacts Presented to Group.
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Agent Manager Field Reference
Email Group Queued Contacts Graph
Figure 17: Email Group Overflow/Interflow Report
For details on the data in the graph, refer to Group Report Fields.
Email Group Queued Contacts Graph
The Email Group Queue Contacts graph is a bar chart that shows the number of emails waiting in the
queue for the displayed groups at the current moment.
This chart can show one or more groups. Each group is distinguished by a color shown in the legend on
the right-hand side of the window. You can add or remove groups from the graph. Refer to Adding or
Removing Fields in a Report. Point your mouse to an area in the pie chart to get more information on a
specific slice.
Figure 18: Email Group Queue Contacts Graph
For details on the data in the graph, refer to Group Report Fields.
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Email Group STI Graph
Agent Manager Field Reference
Email Group STI Graph
The Email Group STI graph is a bar chart that illustrates the Service Time Interval (STI)breakdown for
several groups. Each color in the graph represents a different group. The values in the left-hand
column indicate the number of contacts waiting in the queue for each STI time interval. The graph
presents six intervals (ST1 ... ST6) that represent the time periods specified for the group in the STI
field of the group. Point your mouse to an area in the pie chart to get more information on a specific
slice.
Figure 19: Email Group STI Graph
For details on the data in the graph, refer to Group Report Fields.
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Agent Manager Field Reference
Graphical Agents Report
Graphical Agents Report
The Graphical Agent report illustrates the current status of each extension per specific group. This
report allows you to locate the extensions in accordance to their physical location. The activity status is
shown with icons. Next to each icon, a pie chart is presented, displaying a breakdown of the agent’s
total activity. A legend of the pie chart colors is displayed at the bottom of the screen.
Figure 20: Graphical Agent Report
Table 10 lists the icons used in this report.
Table 10: Graphical Agent Report Icons
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Agent Status
Description
Available alerting chat
The agent is being alerted to
an incoming chat call.
Available alerting email
The agent is being alerted to
an incoming chat call.
Available alerting non-ACD
The agent is being alerted to
an incoming non- ACD call.
Available alerting voice
The agent is being alerted to
an incoming voice call.
Available idle
The agent is idle and waiting
for a call.
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Graphical Agents Report
Agent Manager Field Reference
Table 10: Graphical Agent Report Icons
Agent Status
Description
Busy idle
The agent is busy.
Busy inbound chat
The agent is on an inbound
chat call.
Busy inbound email
The agent is on an inbound
email call.
Busy inbound non-ACD
The agent is on an inbound
non-ACD call.
Busy inbound voice
The agent is on an inbound
voice call.
Busy outbound non-ACD
The agent is on an outbound
non-ACD call.
Busy outbound voice
The agent is on an outbound
voice call.
Busy wrap-up
The agent has just finished a
call and is the wrap-up state.
Logout idle
The agent is logged out and
not available to take any calls.
Release idle
The agent is in the release
state.
Release inbound non-ACD
The agent is in the release
state but on an incoming call
(for example from another
agent).
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Agent Manager Field Reference
Group Agents Report (1 and 2)
Table 10: Graphical Agent Report Icons
Agent Status
Description
Release outbound non-ACD
The agent is in the release
state but on an incoming call
(for example to another agent).
Split voice
The agent is on two calls.
Unknown idle
The agent is idle.
Icon
Group Agents Report (1 and 2)
The Group Agents report shows information on the performance of the agents in groups. The report
shows the type of activity in which each agent of a particular group is engaged, and for how long the
agent has been engaged in that activity.The Group Agents report (1) displays the data in one field;
report (2) displays the data in two fields.
If you have configured agents to handle multiple interactions, you can view all interactions for the
enabled and logged-in agent by right clicking the agent number in the Group Agents report and
selecting Show Interactions.
Figure 21: Group Agents Report
For details on the data in the graph, refer to Group Report Fields.
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Group Hourly Report
Agent Manager Field Reference
Group Hourly Report
The Group Hourly report is designed to show hourly information on the performance of one group.
Figure 22: Group Hourly Report
For details on the data in the graph, refer to Group Report Fields.
Group OACD STI Graph
The Group Outbound STI graph is a bar chart that shows the distribution of outbound calls waiting (in a
group queue) for an agent to become available. Each STI shows the number of waiting outbound calls
in the queue. Point your mouse to an area in the pie chart to get more information on a specific slice.
Figure 23: Group Outbound STI Graph
For details on the data in the graph, refer to Group Report Fields.
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Agent Manager Field Reference
Group Overflow/Interflow Report
Group Overflow/Interflow Report
The Group Overflow/Interflow report is useful for groups used as an overflow destination for other
groups, or for groups used as a service destination to a service with overflow destination. It enables you
to distinguish between the contacts that entered the group directly and the contacts that overflowed into
the group. This report shows that balances of contacts entered the group and the way these contacts
were handled (any contact that entered the group can be handled in one of four ways: answered,
answered in another group, abandoned, or interflow).
Figure 24: Group Overflow/Interflow Report
For details on the data in the graph, refer to Group Report Fields.
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Group Queued Calls Graph
Agent Manager Field Reference
Group Queued Calls Graph
The Group Queued Calls graph is a bar chart that illustrates the number of calls waiting in the queue
for the group at the current moment. The graph can show one or more groups. Each group is
distinguished by a color shown in the legend on the right-hand side of the window. Point your mouse to
an area in the pie chart to get more information on a specific slice.
Figure 25: Group Queued Calls Graph
For details on the data in the graph, refer to Group Report Fields.
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Agent Manager Field Reference
Group Queued OACD Calls Graph
Group Queued OACD Calls Graph
The Group Queued OACD Calls graph is a bar chart that illustrates the number of outbound calls
waiting in the queue for the group at the current moment.
This graph can show one or more groups. Each group is distinguished by a color shown in the legend
on the right-hand side of the window. Point your mouse to an area in the pie chart to get more
information on a specific slice.
Figure 26: Group Queued OACD Calls Graph
For details on the data in the graph, refer to Group Report Fields.
Group STI Graph
The Group STI graph illustrates the distribution of calls waiting (in a group queue) for an agent to
become available. Each color in the graph represents a different group. Each STI shows the number of
calls waiting that amount of time. As calls wait longer they move further to the right of the graph. The
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IVR Applications ACD Distribution Graph
Agent Manager Field Reference
STI is determined by the time intervals specified in ShoreTel Connect Contact Center Director >
Groups entity > Details tab. Point your mouse to an area in the pie chart to get more information on a
specific slice.
Figure 27: Group STI Graph
For details on the data in the graph, refer to Group Report Fields.
IVR Applications ACD Distribution Graph
The IVR Applications ACD Distribution graph is a pie chart that illustrates the distribution of incoming
ACD calls received by the IVR application in the current time interval. You can see instantly the
percentage of calls that have been fully handled, failed, or interflowed in the current interval. Point your
mouse to an area in the pie chart to get more information on a specific slice.
Figure 28: IVR Applications ACD Distribution graph
For details on the data in the graph, refer to IVR Application Report Fields.
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Agent Manager Field Reference
IVR Applications Active ACD Graph
IVR Applications Active ACD Graph
The IVR Applications Active ACD graph is a bar chart that illustrates the number of incoming ACD calls
currently active in the IVR application. This chart can show one or more IVR applications. Each IVR
application is distinguished by a color. Point your mouse to an area in the pie chart to get more
information on a specific slice.
Figure 29: IVR Applications Active ACD Graph
For details on the data in the graph, refer to IVR Application Report Fields.
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IVR Applications Active OACD Graph
Agent Manager Field Reference
IVR Applications Active OACD Graph
The IVR Applications Active OACD graph is a bar chart that illustrates the number of outbound ACD
calls currently active in the IVR application. This chart can show one or more IVR applications. Each
IVR application is distinguished by a color. Point your mouse to an area in the pie chart to get more
information on a specific slice.
Figure 30: IVR Applications Active OACD Graph
For details on the data in the graph, refer to IVR Application Report Fields.
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IVR Applications OACD Distribution Graph
IVR Applications OACD Distribution Graph
The IVR Applications OACD Distribution graph is a pie chart that illustrates the distribution of outbound
ACD calls received by the IVR application in the current time interval. You can see instantly the
percentage of calls that have been fully handled, failed, or interflowed in the current interval. Point your
mouse to an area in the pie chart to get more information on a specific slice.
Figure 31: IVR Applications OACD Distribution Graph
For details on the data in the graph, refer to IVR Application Report Fields.
IVR Group IVR Ports Report
The IVR Group IVR Ports report shows information about the performance of the IVR ports an the IVR
group. The report shows the type of activity in each IVR port, and for how long the agent has been
engaged in that activity.
Figure 32: IVR Group IVR Ports Report
For details on the data in the graph, refer to IVR Application Report Fields.
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IVR Ports Distribution Graph
Agent Manager Field Reference
IVR Ports Distribution Graph
The IVR Ports Distribution graph is a pie chart that illustrates the distribution of IVR activity in the
current time interval. Point your mouse to an area in the pie chart to get more information on a specific
slice.
Figure 33: IVR Ports Distribution Graph
For details on the data in the graph, refer to IVR Application Report Fields.
IVR Ports Report
The IVR Ports report shows the current activity status of one or more IVR port groups. The report shows
the number of IVR ports occupied in the different activities (Idle, ACD, O-ACD, Error).
Figure 34: IVR Ports Report
For details on the data in the graph, refer to IVR Application Report Fields.
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Staffing Graph
Staffing Graph
Staffing reports and graphs display real-time information about preset staffing requirements as they are
measured against the actual current staffing situation.
The Staffing graph is a bar chart divided into two sections. The left-hand side is a histogram where each
field represents an individual group’s activity. The vertical axis is marked with its maximum value as the
Required Number of Agents (RQD agents) plus the number of staff that is in excess of the RQD
agents. The height of the fields adjust automatically. Each field is represented on the horizontal axis as
an active group. The right hand side of the window has a single bar, which represents the cumulative
total of the number of agents in all the participating groups, which may or may not exceed the number
of RQD agents.
Point your mouse to an area in the pie chart to get more information on a specific slice.
Figure 35: Staffing Graph
For details on the data in the graph, refer to Group Report Fields.
Staffing Percentage Graph
Staffing reports and graphs display information about preset staffing requirements as they are
measured against the actual current staffing situation.
The Staffing Percentage graph is a bar chart divided into two sections. The left hand side is a histogram
where each field represents an individual group’s activity. The vertical axis represents either 100% of
the Required Number of Agents (RQD agents) or, in the case of overstaffed, it could be greater than
100%. The height of the fields adjust automatically. Each field is represented on the horizontal axis as
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Staffing Percentage Report
Agent Manager Field Reference
an active group. The right hand side of the window has a single bar, which represents the 100% of the
total requirements (or, in the case of overstaffed it could be greater than 100%) and the cumulative
total of the relative percentages of agents in all the participating groups.
Point your mouse to an area in the pie chart to get more information on a specific slice.
Figure 36: Staffing Percentage Graph
For details on the data in the graph, refer to Group Report Fields.
Staffing Percentage Report
Staffing reports and graphs display information about preset staffing requirements as they are
measured against the actual current staffing situation.
The Staffing Percentage report shows the percentage of each group within the staffing report as well as
the total percentages calculated according to the entries. The rightmost field shows the total
percentage for each of the current entries. The Required Agents field is always defined as 100%. Each
group balances the total by contributing its excess of agents or shortage of agents to the total. For
example, overstaffing in Group A will compensate for understaffing in Group B.
Figure 37: Staffing Percentage Report
For details on the data in the graph, refer to Group Report Fields.
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Staffing Report
Staffing Report
Staffing reports and graphs display information about preset staffing requirements as they are
measured against the actual current staffing situation.
The Staffing report shows the numerical information of each group within the staffing report, as well as,
the totals calculated according to the entries. The rightmost field shows the total value for each of the
current entries. The number of agents defined as required for the current day serves as the full
compliment. Each group balances the total by contributing its excess of agents or shortage of agents to
the total. For example, overstaffing in Group A compensates for understaffing in Group B.
Figure 38: Staffing Report
For details on the data in the graph, refer to Group Report Fields.
Daily Brief Agent Queue Report
The Daily Brief Agent Queue provides brief statistical and summary data for agent queues. Data is
calculated over the entire day starting at midnight and ending at the following midnight.
Figure 39: Daily Brief Agent Queue Report
For details on the data in the report, refer to Agent Queue Report Fields.
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Daily Brief Email Agent Queue Report
Agent Manager Field Reference
Daily Brief Email Agent Queue Report
The Daily Brief Email Agent Queue provides brief statistical and summary data for email agent queues.
Data is calculated over the entire day starting at midnight and ending at the following midnight.
Figure 40: Daily Brief Email Agent Queue Report
For details on the data in the report, refer to Agent Queue Report Fields.
Daily Brief Email Group Report
The Daily Brief Email Group report shows daily brief information on the performance of one or more
email groups. Current status of the email group is displayed, along with cumulative and statistical
information.
Figure 41: Daily Brief Email Group Report
For details on the data in the graph, refer to Group Report Fields.
Daily Brief Group Report
The Daily Brief Group report shows daily brief information on the performance of one or more groups.
Current status of the group is displayed, along with cumulative and statistical information.
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Daily Detailed Email Group Report
The colors in some fields indicate that the thresholds for those fields have been exceeded. Threshold
values are specified using ShoreTel Connect Contact Center Director > Groups > Thresholds tab.
Figure 42: Daily Brief Group Report
For details on the data in the graph, refer to Group Report Fields.
Daily Detailed Email Group Report
The Daily Detailed Email Group report is a form that shows daily detailed information on one particular
email group. The form is divided into four different areas, each of which contains information related to
the performance of the group.
The Contacts in Queue area displays online information about inbound and outbound calls in queue.
The Agents area displays agent distribution according to their current activity. The On Current Day
area includes cumulative and statistical information evaluating group performance over the current
real- time interval. The Current Contacts Talk Time area displays information about the currently
connected calls.
Figure 43: Daily Detailed Email Group Report
For details on the data in the graph, refer to Group Report Fields.
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Daily Detailed Group Report
Agent Manager Field Reference
Daily Detailed Group Report
The Daily Detailed Group report is a form that shows daily detailed information concerning one
particular group. The form is divided into four different areas, each of which contains information
related to the performance of the group.
The Calls in Queue area displays online information about inbound and outbound calls in queue. The
Agents area displays agent distribution according to current activity. The Current Day area includes
cumulative and statistical information evaluating group performance over the current real-time interval.
The Current Calls Talk Time area displays information about the currently connected calls.
Figure 44: Daily Detailed Group Report
For details on the data in the graph, refer to Group Report Fields.
Group Hourly Report
The Group Hourly report is designed to show hourly information on the performance of one group.
Figure 45: Group Hourly Report
For details on the data in the graph, refer to Group Report Fields.
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Group Hourly Report
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