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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