Contents

Interaction Director - Local / Remote Statistics

The Interaction Director - Local / Remote Statistics report displays detailed interaction information for a specific Enterprise Group, Queue, and CIC Server. For call interactions, the report includes information such as the number of local and remote calls received and answered.

Parameters

You can generate reports for different enterprise groups, by queue, for different CIC Servers, and by Interaction Type (calls or e-mail).

Report Log Table	Interaction Administrator Unique Report Identifier
QueueStatsSummary	Director_Local_Remote

Report Elements

Report Element	Report Field or Value	Field or Formula Description
Enterprise Group	EnterpriseGroup	Enterprise group associated to the queue.
Queue	QueueName	Name of the Queue configured in Director Server.
CIC Server	ServerName	CIC server name.
Answered - Received
Answered Local Received Local %		Interactions received locally and answered locally divided by the number of total interactions converted to a percentage.
Answered Local Received Remote %		Interactions received remotely and answered locally divided by the number of total interactions converted to a percentage.
Answered Remote Received Local %		Interactions received locally and answered remotely divided by the number of total interactions converted to a percentage.
Answered Local Received Local Count		Sum of the count of interactions answered locally and received locally for all service levels.
Answered Local Received Remote Count		Sum of the count of interactions answered locally and received remotely for all service levels.
Answered Remote Received Local Count		Sum of the count of interactions answered remotely and received locally for all service levels.
Total Count		Total count of all interactions.
Rec. Local / Ans. Local
Interval		Service level range in seconds. Note: These values are the default values for all service levels. You can configure the intervals for each report in IA.
0-10	nLLansSL1	Percent and count of interactions received locally and answered locally in 0 to 10 seconds.
11-20	nLLansSL2	Percent and count of interactions received locally and answered locally in 11 to 20 seconds.
21-30	nLLansSL3	Percent and count of interactions received locally and answered locally in 21 to 30 seconds.
31-40	nLLansSL4	Percent and count of calls received locally and answered locally in 31 to 40 seconds
41-50	nLLansSL5	Percent and count and count of interactions received locally and answered locally in 41 to 50 seconds.
51-60	nLLansSL6	Percent and count of interactions received locally and answered locally in 51 to 60 seconds.
60+	[calculated]	Percent and count of interactions received locally and answered locally in greater than 60 seconds.
Total Count		Total Count of interactions received locally and answered locally.
Rec. Local / Ans Remote
Interval		Service level range in seconds. Note: These values are the default values for all service levels. The intervals for each report and be configured in IA.
0-10	nLRansSL1	Percent of interactions received locally and answered remotely in 0 to 10 seconds.
11-20	nLRansSL2	Percent of interactions received locally and answered remotely in 11 to 20 seconds.
21-30	nLRansSL3	Percent of interactions received locally and answered remotely in 21 to 30 seconds.
31-40	nLRansSL4	Percent of interactions received locally and answered remotely in 31 to 40 seconds.
41-50	nLRansSL5	Percent of interactions received locally and answered remotely in 41 to 50 seconds.
51-60	nLRansSL6	Percent of interactions received locally and answered remotely in 51 to 60 seconds.
60+	[calculated]	Percent and count of interactions received locally and answered remotely in greater than 60 seconds.
Total: Count		Total Count of interactions received locally and answered remotely.
Rec. Remote / Ans. Local
Interval		Service level range in seconds. Note: These values are the default values for all service levels. The intervals for each report and be configured in IA.
0-10	nRLansSL1	Percent and count of interactions received remotely and answered locally in 0 to 10 seconds.
11-20	nRLansSL2	Percent and count of interactions received remotely and answered locally in 11 to 20 seconds.
21-30	nRLansSL3	Percent and count of interactions received remotely and answered locally in 21 to 30 seconds.
31-40	nRLansSL4	Percent and count of interactions received remotely and answered locally in 31 to 40 seconds.
41-50	nRLansSL5	Percent and count of interactions received remotely and answered locally in 41 to 50 seconds.
51-60	nRLansSL6	Percent and count of interactions received remotely and answered locally in 51 to 60 seconds.
60+	[calculated]	Percent and count of interactions received remotely and answered locally in greater than 60 seconds.
Total: Count		Total Count of interactions received remotely and answered locally.

Record selection criteria for this report

{QueueStatsSummary.EndSumTime} in {?DateTime_GMT} and

{QueueStatsSummary.EnterpriseGroup} in {?EnterpriseGroup} and

{QueueStatsSummary.ServerId} in {?ServerID} and

{QueueStatsSummary.QueueName} in {?Queue} and

{QueueStatsSummary.InteractionType} ={?InteractionType}