Contents

(Graph) Percent All Lines Busy by Hour Report

This report graphs the percentage of all lines busy in a particular line group. This graph only shows times when all lines in the line group are busy with activity and additional calls could not be placed in the line group. You can use this graph to evaluate line traffic distribution and the need for line resources.

Important note for SIP users

The Line Group reports were not designed to report on a SIP Line configuration. As a result, the information calculated for the Line Group reports might not be accurate for SIP lines.

Parameters

You specify the range of dates and times, site IDs, shift times, and line groups as parameters. The line groups are defined in Interaction Administrator on the IC server. You can specify all or part of a day in the time range. You can specify if you want to see detail or summary and if want to print the graph. In order to produce more readable graph output, select a narrow range of date / time parameters and one or more specific line groups.

Each line in the data represents one interval, or in our case a half an hour. In order to report by hour, you need to add the 12:00 analog information to the 12:30 analog information 85/7200 = 1.18. The formula IC uses is the (Sum(tAllBusy)/Sum(tActiveLines))*100 to calculate the percentage all busy by hour.

The report is based on a logging subsystem that is updated every 10 seconds plus time dependent on implementation architecture or topology.

Report Log Tables	Interaction Administrator Unique Report Identifier
ILineGroupStats	GRAPH_LINE_GROUP_PERCENT_ ALL_BUSY_BY_HOUR_NAME

Sample report

Click on the image below to view a sample of this report.

Graph Element	Report Field or Value	Field or Value Description
Line Group	LineGroupID	The line group names specified in the range. Each line group ID is shown in the key at the right. The line group IDs match the names of the line groups as they are configured in Interaction Administrator.
Hour	dIntervalStart	This column displays the starting hour of the interval.
Number Entered	nEntered	The number of calls that entered or appeared on the lines in the line group.
Number Outbound	nEnteredOutbound	The number of call that entered the line group for outbound use.
Number Outbound Blocked	nOutboundBlocked	The number of calls that tried to enter the line group for outbound use, but were blocked because all the lines in the line group were busy.
% All Busy	(tAllBusy / tActiveLines) * 100	The percentage of time that ALL the lines in the line group were busy.
% Busy	(tSeized / tActiveLines) * 100	The percentage of time that the lines in the line group were busy.
Number Inbound	nEntered – nOutboundEntered	The number of calls that entered the line group for inbound use.
% All Busy (vertical)	(tAllBusy / tActiveLines) * 100	The percentage of time that ALL the lines in the line group were busy is displayed in this axis.
Hour (horizontal)	dIntervalStart	This axis displays the starting hour of the interval.

Record Selection Criteria:

{ILineGroupStats.GroupId} in {?StartLineGroup} to {?EndLineGroup} and

{ILineGroupStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime}and

{ILineGroupStats.SiteId} in {?StartSiteID} to {?EndSiteId}

Note
The information you display is based on the parameters you enter at runtime. You should view this chart in full color. The chart will not be useful in gray scale or black and white.