Data Items

Data available for monitoring with CT Suite Dashboard R2:

Element	Data
VDN	VDN number. (The extension number of the VDN.) VDN name. (The name of the VDN.) Calls waiting. (The number of calls currently waiting to be answered for the specified VDN.) Calls Active.(The number of calls currently active for the specified VDN.) Longest call. (The length of time the first call in the queue has been waiting.) Average talk time. (The average length of time (during the current statistical interval) agents are talking to callers to this VDN.) Average wait time. (The average length of time (during the current statistical interval) callers to this VDN are waiting before their call is answered.) Abandoned calls.(The number of calls to this VDN that have been abandoned during the current statistical interval.) Average abandon time. (The average length of time (during the current statistical interval) callers to this VDN are waiting before abandoning their calls.) Service level.(The percentage of calls to this VDN answered within the service level time specified in the Interaction Data Server - Voice and Presence.) Total calls. (The number of calls made to the VDN) Shift abandoned calls.(The number of calls to the VDN (during this shift) that have been abandoned.) Shift average abandon time. (The average length of time (during this shift) callers to this VDN are waiting before abandoning their calls.) Shift average talk time. (The average length of time (during this shift) agents logged into the VDN are talking to callers.) Shift average wait time. (The average length of time (during this shift) callers to this VDN are waiting before their call is answered.) Shift service level.(The percentage of calls to this VDN answered within the service level time specified in the Interaction Data Server - Voice and Presence.) Shift total calls. (The number of calls made to the VDN during this shift.)
Skill	Queue ID. Queue nameThe name of the split/skill as configured in Avaya CM Agents available (Interval only) The number of agents logged into the skill or split that are available to take calls (i.e. They are in Available mode) Agents staffed (Interval only) The total number of agents (available and unavailable) logged into the skill or split. Abandoned calls (Shift only) The number of callers who abandoned the call (i.e., hung up) before an agent was able to answer. Average Abandon Time(Shift only) The average length of time (during the current statistical interval) callers to this split/skill are waiting before abandoning their calls. Average Handle Time(Interval only) The average length of a call to this split/skill during the current statistical interval. This time includes the time ringing at the agent station when the call is delivered to the agent. Average Talk Time(Shift only) The average length of a call to this split/skill during the current shift. Average Wait TimeThe average length of time (during the current statistical interval) callers to this skill or split are waiting before their call is answered. This time does not include the length of time a work item is suspended. Interactions waiting(Interval only) The total number of interactions (work items) waiting to be processed by this queue. This value does not include work items in progress or suspended. Service level.The percentage of calls to this split/skill answered within the service level time specified in the Interaction Data Server - Voice and Presence. Total calls(Shift only) The number of calls made to the split/skill.
Agent	Agent ID The ID code of the agent. Agent nameThe agent's name. Station DNThe agent's station number. Split / Skill. The skill or split groups the agent is logged into. Agent state(Interval only) The state the agent is in. The state can be Auto in, Manual in, Logged out, AUX or ACW. Note: If the agent is on the phone, Wallboard displays the state as 'On call'. Agent work mode The agent's current work mode. The mode can be Auto in, Manual in, Logged out, AUX or ACW. Talk state (Interval only)The agent's current talk state. The state can be 'Idle' or 'On call'. Reason code (Interval only)The last reason code the agent used. Calls per hour (Interval only)The total number of calls made to this agent during the current statistical interval. Average talk time. The average length of time (during the current statistical interval) the agent has spent on a call. Average AUX time The average length of time (during the current statistical interval) the agent has spent in Auxiliary mode. Average Available time. The average length of time (during the current statistical interval) the agent has spent in Available mode (in seconds). Average ACW time. The average length of time (during the current statistical interval) the agent has spent in After Call Work mode. Average Busy time (Interval only)The amount of time the agent is busy for this interval. The time is in seconds. The busy time is considered as the agent time spent on a call inbound or outbound. Average Talk time The average length of time this agent has spent on a call. Device (Interval only)The agent’s extension Id Pending Agent State (Interval only)The current agent state in pending state (Aux, ACW). When the agent state is in pending state, the agent selected the state to be in while activity on the call. Once the call is disconnected, the system will place the agent into the selected agent state. Pending Reason Code (Interval only)The current agent state in pending state (Aux, ACW). When the agent state is in pending state, the agent selected the state to be in while activity on the call. Once the call is disconnected, the system will place the agent into the selected agent state. Reason Code (Interval only)The aux reason code selected by the agent. The aux reason codes are defined in the Avaya Communication Manager. The same list must be administered in CT Admin in order for the CT Dashboard to display correct aux reason code. If there is no aux reason code list defined or the aux reason code does match, the CT Dashboard will display the numeric aux reason code. Talk State (Interval only)The current agent talk state for this interval. The Talk State is either OnCall or Idle. Work Mode (Interval only) The current agent work mode for this interval. Specifies the work mode for the agent as AUX, After Call Work, Auto-In or Manual-In. Last Agent State Changed Time (Interval only)The length of time since an agent changed state (real time). Also, includes the timestamp of when the state last changed. Shift average AUX time The average length of time (during this shift) this agent has spent in Auxiliary mode. Shift Average Available time The average length of time (during this shift) this agent has spent in Available mode. Shift Average ACW timeThe average length of time (during this shift) this agent has spent in After Call Work mode. Shift Average talk time The average length of time (during this shift) this agent has spent on a call. Shift Total CallsThe total number of calls taken by this agent during this shift.

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