vi Contents

5. Setting Thresholds and Drill-Downs.................................. 107
5.1. Setting Thresholds in Reports.......................................................... 108
5.1.1. Setting Thresholds in Multiple-Component Reports ................109
5.1.2. Saving Threshold Settings....................................................... 110
5.2. Using Drill-Downs in Reports............................................................ 110
5.2.1. Drill-Down Hierarchy................................................................ 110
5.2.2. Adding Drill-Downs ..................................................................111
5.2.3. Saving Drill-Down Assignments............................................... 113
5.2.4. Invoking Drill-Downs................................................................ 113
5.2.5. Saving Drill-Downs as Separate Reports ................................115
6. Scheduling Reports............................................................. 117
6.1. ICR Job Scheduler .............................................................................118
6.1.1. Job Scheduler Printing Requirements .....................................118
6.1.2. Scheduling Reports to Print..................................................... 119
6.1.3. Changing Scheduled Jobs....................................................... 122
6.1.4. Deleting Scheduled Jobs......................................................... 123
6.1.5. Inspecting the Job Scheduler Log ...........................................123
6.1.6. Closing the ICR Job Scheduler................................................ 124
7. Available Data ......................................................................125
7.1. Skill Group Data .................................................................................126
7.1.1. Skill Group Agent Data ............................................................126
7.1.2. Percent Utilization.................................................................... 127
7.1.3. Call Handling............................................................................ 127
7.2. Agent Data...........................................................................................128
7.2.1. Agent Tables............................................................................ 128
7.2.2. Agent Status ............................................................................ 129
7.2.3. Agent Activity........................................................................... 129
7.2.4. Agent Performance.................................................................. 130
7.3. Agent States and Time Allocations.................................................. 132
7.3.1. ICR Agent State Terminology.................................................. 134
7.3.2. ICR Agent State Mapping To Peripherals ...............................137
7.4. Service Data........................................................................................ 141
7.4.1. Call Counts ..............................................................................141
7.4.2. Service Level ...........................................................................142
7.4.3. Queues and Delays .................................................................144
7.4.4. Agent Time Allocations............................................................ 145
7.5. Enterprise Data................................................................................... 145
7.5.1. Enterprise Calculations............................................................ 146