Contents

Line Activity by Hour Report

This report evaluates call activity on the lines in a line group on an hourly basis. It shows LineID, start time, duration, utilization, and out of service time. Because this report generates a large amount of data, you should limit your view to a specific line group for a short duration.

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, and activity time range as parameters. IC sorts this report by SiteID, LineGroupID, LineID and Hour. The line identifiers are defined in Interaction Administrator on the IC server. You can specify all or part of a day in the time range.

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
IlineStats, LineGroupLines, LineGroupConfig	LINE_ACTIVITY_BY_HOUR

Sample report

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

Report Element	Report Field or Value	Field or Value Description
Site ID	SiteID	The name of the Site ID as specified in the range.
Line ID	LineID	The name of the line selected in the specified range.
Line Group ID	LineGroupID	The name of the line group selected in the specified range.
Date and Hour	dIntervalStart	The date and hour for each day in the specified range.
Duration per Line	tResourcesAvailable	The amount of time the average line is available in the line group.
Utilization	tSeized	The amount of time that the lines in the line group were busy or seized.
% Utilization	(tSeized / tResourceAvailable) * 100	The percentage of time that the lines in the line group were busy or seized.
Total Calls	nEntered	The total number of calls for each line group in the specified range.
Calls Out	nOutboundEntered	The number of outbound calls that entered the line group during the specified date / time range.
% of Calls Out	nOutboundEntered / nEntered * 100	The percentage of outbound calls that entered the line group during the specified date / time range.
Avg. Call Duration	tSeized / nEntered	The average amount of time each call occupied the line in the line group.
% Out Blocked	(nOutboundBlocked / (nEnteredOutbound + nOutboundBlocked)) * 100	The percentage of outbound calls that were blocked in a line group.

Record Selection Criteria:

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

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

{LineGroupLines.SiteId} in {?StartSiteID} to {?EndSiteId} and

{LineGroupConfig.ReportFlag} = 1 and

{@DateTimeToTime} in {?StartActivityTime} to {?EndActivityTime}