Contents vii

Contents
7.6. Trunk Group Data............................................................................... 146
7.7. Network Trunk Group Data................................................................ 147
7.8. Service Array Data..............................................................................147
7.9. Route Data...........................................................................................148
7.9.1. Service Level............................................................................149
7.10. Peripheral Data..................................................................................149
7.11. Application Gateway Data................................................................150
7.12. Call Type Data................................................................................... 151
7.13. Routing Client Data ..........................................................................151
7.14. Schedule Import Data.......................................................................152
8. Template Reference ............................................................ 153
8.1. Real-Time and Historical Templates................................................. 154
agteam01_agent_status_by_position ...................................................155
agteam02_agent_status_by_skillgroup.................................................156
agteam03_logout_status_by_team .......................................................157
agteam04_daily_agent_activity............................................................. 158
agteam05_agent_daily_perf..................................................................160
agtper01_agent_status_by_position .....................................................163
agtper02_agent_status_by_skillgroup ..................................................164
agtper03_logout_status_by_peripheral................................................. 165
agtper04_daily_agent_activity...............................................................166
agtper05_agent_daily_perf ...................................................................168
agtskg01_agent_status_by_position..................................................... 171
agtskg02_agent_status_by_skillgroup ..................................................172
agtskg03_logout_status_by_skillgroup .................................................173
agtskg04_daily_agent_activity ..............................................................174
agtskg05_agent_daily_perf................................................................... 176
apgate11_status_by_half_hour............................................................. 179
caltyp01_status_grid .............................................................................180
caltyp02_count_graph........................................................................... 181
entskg01_status_#_graph..................................................................... 182
entskg02_status_grid............................................................................ 183
entskg03_status_%_graph....................................................................185
entskg04_status_grid_to5..................................................................... 186
entskg05_utilization_graph....................................................................188
entskg06_halfhour_aht_grid..................................................................189
entskg07_daily_aht_grid .......................................................................191
entskg08_halfhour_perform_grid ..........................................................193