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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