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11
Statistical Database Table Formats
Introduction
This chapter describes the fields in the tables contained within the statistical database tables of
the Nortel Networks Call Center Reporting product.
Please note this information is supplied to allow third-parties to use the data within the Nortel
Networks Call Center Reporting statistical databases to create their own customer reports using
their own reporting and analysis packages, but no support is provided to third-parties undertaking
these activities beyond the supply of this information.
Field names in bold form part of the index for the table.
The term ‘Group’ in the field and table names relates directly to the term ‘Skillset’.
Report Table
The Report table contains System statistics and report types. System statistics refer to all
Skillsets (groups).
Field Name Field Type Description
datetime
Date/Time beginning of time period. e.g. for hourly report, it will be
98/03/04 12:00, 98/03/05 1:00, … etc.
datetimeEnd Date/Time used in Monthly and Weekly reports to keep track of the last
time the report was updated from the Daily report.
reportType Byte indicate whether it is an hourly(1), daily(2), weekly(3), or
monthly(4) report.
version Integer numeric version number of RDB module (not used)
incomingTalkTime Long total talk time for incoming calls
busyTime Long total busy time
allAgentBusyCount Long number of times when all agents were busy (unavailable)
allLineBusyCount Long number of times when all lines were busy (in use)
totalTimeAllAgentBusy Long total duration of all occasions when all agents were busy
totalTimeAllLineBusy Long total duration of all occasions when all lines were busy
notes Memo Not used
ansTime0 … 6 Long specifies the time bin interval for the Answered call report
abnTime0 … 6 Long specifies the time bin interval for the Abandoned call report
- Set Up and Operation Guide 1
- Table of contents 2
- How to use this guide 5
- Other documents 6
- System Overview 7
- PC requirements 8
- System Overview 9 9
- Introduction 11
- Installation prerequisites 11
- Configure window tabs 34
- Wallboards 39
- Wallboards 40 40
- Wallboard Assignment 40
- IP Address / Network Name 40
- Wallboard Parameters 42
- Wallboards 43 43
- Creating a Wallboard Message 43
- Wallboards 44 44
- Editing a Wallboard Message 44
- Deleting a Wallboard Message 44
- Sending Wallboard Messages 44
- Wallboards 45 45
- Creating a Wallboard Alarm 45
- Editing a Wallboard Alarm 45
- Wallboards 46 46
- Deleting a Wallboard Alarm 46
- Editing a Wallboard Schedule 46
- 3. Click Yes when prompted 47
- Statistical Settings 49
- Statistical settings 50 50
- Agent Status Alarm 50
- Call Waiting Alarm 50
- Service Target 50
- Real Time Information 51
- Real Time screens 52
- Real Time information 55 55
- Real Time information 58 58
- Management Reports 59
- Accessing Current Reports 60
- Accessing Historical Reports 60
- Management Reports 61 61
- Report Manager window 62
- Viewing Reports 63
- Report Types 64
- Management Reports 65 65
- Management Reports 66 66
- Management Reports 74 74
- Printing reports 75
- Abandoned Caller ID Report 76
- Configuration Report 78
- Print Schedule 79
- Management Reports 80 80
- Management Reports 81 81
- Management Reports 83 83
- Upgrade Process 85
- Report Table 87
- Group Report Table 88
- Agent Report Table 88
- Line Report Table 89
- Detail Agent Report Table 89
- Summary Report Table 90
- Total Report Table 90
- Unused Tables 91
- Glossary of Terms 93
- Glossary of Terms 95 95
- Glossary of Terms 96 96
- Index 97 97
- Index 98 98
- Index 99 99
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