Avaya IQ Standard Reports

Avaya IQ Standard ReportsRelease 5.0June 2009

2009 Avaya Inc.All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information inthis document was complete and accurate at the time of printing, AvayaInc. can assume no liability for any errors. Changes and corrections tothe information in this document might be incorporated in futurereleases.Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, ordeletions to the original published version of this documentation unlesssuch modifications, additions, or deletions were performed by Avaya.Customer and/or End User agree to indemnify and hold harmlessAvaya, Avaya's agents, servants and employees against all claims,lawsuits, demands and judgments arising out of, or in connection with,subsequent modifications, additions or deletions to this documentationto the extent made by the Customer or End User.Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linkedWeb sites referenced elsewhere within this documentation, and Avayadoes not necessarily endorse the products, services, or informationdescribed or offered within them. We cannot guarantee that these linkswill work all the time and we have no control over the availability of thelinked pages.WarrantyAvaya Inc. provides a limited warranty on this product. Refer to yoursales agreement to establish the terms of the limited warranty. Inaddition, Avaya’s standard warranty language, as well as informationregarding support for this product, while under warranty, is availablethrough the Avaya Support Web site: http://www.avaya.com/supportLicensesUSE OR INSTALLATION OF THE PRODUCT INDICATES THE ENDUSER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN ANDTHE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSETERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS,YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUNDOR CREDIT.Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units ofcapacity for which the license is granted will be one (1), unless adifferent number of licenses or units of capacity is specified in theDocumentation or other materials available to End User. "DesignatedProcessor" means a single stand-alone computing device. "Server"means a Designated Processor that hosts a software application to beaccessed by multiple users. "Software" means the computer programsin object code, originally licensed by Avaya and ultimately utilized byEnd User, whether as stand-alone Products or pre-installed onHardware. "Hardware" means the standard hardware Products,originally sold by Avaya and ultimately utilized by End User.License typesDesignated System(s) License (DS). End User may install and useeach copy of the Software on only one Designated Processor, unlessa different number of Designated Processors is indicated in theDocumentation or other materials available to End User. Avaya mayrequire the Designated Processor(s) to be identified by type, serialnumber, feature key, location or other specific designation, or to beprovided by End User to Avaya through electronic means establishedby Avaya specifically for this purpose.Concurrent User License (CU). End User may install and use theSoftware on multiple Designated Processors or one or more Servers,so long as only the licensed number of Units are accessing and usingthe Software at any given time. A "Unit" means the unit on which Avaya,at its sole discretion, bases the pricing of its licenses and can be,2Avaya IQ Standard Reportswithout limitation, an agent, port or user, an e-mail or voice mail accountin the name of a person or corporate function (e.g., webmaster orhelpdesk), or a directory entry in the administrative database utilizedby the Product that permits one user to interface with the Software.Units may be linked to a specific, identified Server.Database License (DL). Customer may install and use each copy of theSoftware on one Server or on multiple Servers provided that each ofthe Servers on which the Software is installed communicate with nomore than a single instance of the same database.CPU License (CP). End User may install and use each copy of theSoftware on a number of Servers up to the number indicated by Avayaprovided that the performance capacity of the Server(s) does notexceed the performance capacity specified for the Software. End Usermay not re-install or operate the Software on Server(s) with a largerperformance capacity without Avaya's prior consent and payment of anupgrade fee.Named User License (NU). Customer may: (i) install and use theSoftware on a single Designated Processor or Server per authorizedNamed User (defined below); or (ii) install and use the Software on aServer so long as only authorized Named Users access and use theSoftware. "Named User," means a user or device that has beenexpressly authorized by Avaya to access and use the Software. AtAvaya's sole discretion, a "Named User" may be, without limitation,designated by name, corporate function (e.g., webmaster or helpdesk),an e-mail or voice mail account in the name of a person or corporatefunction, or a directory entry in the administrative database utilized bythe Product that permits one user to interface with the Product.Named User License (NU). Customer may: (i) install and use theSoftware on a single Designated Processor or Server per authorizedNamed User (defined below); or (ii) install and use the Software on aServer so long as only authorized Named Users access and use theSoftware. "Named User," means a user or device that has beenexpressly authorized by Avaya to access and use the Software. AtAvaya's sole discretion, a "Named User" may be, without limitation,designated by name, corporate function (e.g., webmaster or helpdesk),an e-mail or voice mail account in the name of a person or corporatefunction, or a directory entry in the administrative database utilized bythe Product that permits one user to interface with the Product.Shrinkwrap License (SR). With respect to Software that containselements provided by third party suppliers, End User may install anduse the Software in accordance with the terms and conditions of theapplicable license agreements, such as "shrinkwrap" or "clickwrap"license accompanying or applicable to the Software ("ShrinkwrapLicense"). The text of the Shrinkwrap License will be available fromAvaya upon End User’s request (see “Third-party Components" formore information).CopyrightExcept where expressly stated otherwise, the Product is protected bycopyright and other laws respecting proprietary rights. Unauthorizedreproduction, transfer, and or use can be a criminal, as well as a civil,offense under the applicable law.Third-party componentsCertain software programs or portions thereof included in the Productmay contain software distributed under third party agreements ("ThirdParty Components"), which may contain terms that expand or limitrights to use certain portions of the Product ("Third Party Terms").Information identifying Third Party Components and the Third PartyTerms that apply to them is available on the Avaya Support Web eventing toll fraud"Toll fraud" is the unauthorized use of your telecommunications systemby an unauthorized party (for example, a person who is not a corporateemployee, agent, subcontractor, or is not working on your company'sbehalf). Be aware that there can be a risk of toll fraud associated withJune 2009

your system and that, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you needtechnical assistance or support, call Technical Service Center TollFraud Intervention Hotline at 1-800-643-2353 for the United Statesand Canada. For additional support telephone numbers, see the AvayaSupport Web site: http://support.avaya.comSuspected security vulnerabilities with Avaya Products should bereported to Avaya by sending mail to: securityalerts@avaya.com.TrademarksAvaya is a registered trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Downloading documentsFor the most current versions of documentation, see the Avaya SupportWeb site: http://www.avaya.com/supportContact Avaya SupportAvaya Inc. provides a telephone number for you to use to reportproblems or to ask questions about your product. The supporttelephone number is 1-800-242-2121 in the United States. Foradditional support telephone numbers, see the Avaya Web site: http://www.avaya.com/supportAvaya IQ Standard ReportsJune 20093

4Avaya IQ Standard ReportsJune 2009

ContentsChapter 1: About standard reports.11Chapter 2: Using and managing reports.13Access to reports.13Reports and reports with inputs.13Recommended report distribution strategy.14Running and managing reports.15Managing files and folders.15Creating reports with inputs.17Specifying report input parameters.18Running reports.19Using the report viewer window.19Scheduling report jobs.20Monitoring the stream status indicator.22Workspace folders.22Chapter 3: Report concepts.27Hold and on hold measures.27Contact delivery target and direction.28Contact direction classifications.28Delivery target classifications.28Contact classification mappings.29Administered resource groups.30Blended agent reporting.31Support for the converse-on vector command.32Queue and automated agent identities.32Report measurement considerations.33Occupancy and aux. work classifications.34Occupancy classifications.34Working and non-working aux. state classifications.35Behavior counts and definitions.36Threshold definitions.37Threshold assignments for queues and routing points.37Threshold types.38Measures eligible for threshold assignments.40Representations of time in Avaya IQ reports.41Selecting a report time zone.41Selecting a report time period.42Selecting a time grain for trend reports.43Measurement calculation methods.45Summary values.46Summary function operators.46Specifying summary values.47Service observing.47Communication Manager service observing.48Avaya Proactive Contact service observing.49Count differences between arrivals, accepts, and handles.49Blind transfers.49Outflows and abandons.50Avaya IQ Standard ReportsJune 20095

ContentsData completeness.51Chapter 4: Routing points, routing processes and queues.53Routing points and routing processes.53Routing point control of contacts.53Queues.54Tracking contacts in queues and queue groups.54Special routing points and queues.55None queue and none routing point.55Acquire routing points and queues.58Chapter 5: Standard real-time reports.59Standard real-time reports.59Standard real-time report descriptions.59Agent Behaviors (queue-based measures).59Agent Behaviors (routing point-based measures).61Agent performance.63Agent status.64Agents staffed by agent state.65Multiple queue and agent status.65Queue and agent status.67Queue group status.69Queue performance.69Queue status.70Routing point group status.71Routing point performance.72Routing point status.73Real-time dashboard reports.74Routing points below target % in service level.74Queue alerts.75Queue contacts.76Queue group alerts.76Queue group contacts.

your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention