Reporting Manual

4/8/2019
Monitoring and Reporting

Generated on: 2019-04-08
SAP Contact Center | 7.0
PUBLIC
Warning
This document has been generated from the SAP Help Portal and is an incomplete version of the official SAP product
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For more information, please visit the SAP Help Portal.
This is custom documentation. For more information, please visit the SAP Help Portal 1
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Monitoring and Reporting

For monitoring and reporting of SAP Contact Center usage, see:
Online Monitoring
Reporting
Online Monitoring
Online Monitoring enables monitoring contact center functions such as agents, queues and service level. As of version 7.0, it
also enables viewing Outbound functions and provides with the user interface for Reporting Administration.
Getting Started
Managing Settings and Rights
Monitoring
As of 1702, it is possible to view monitoring data with SAP BusinessObjects (BO). For more information, see Monitoring with
SAP BusinessObjects (BO).
Note
As of 1711, Data Protection Office (DPO) may have anonymized some data on customer request, or data is anonymized
automatically based on the de ned personal data retention times.
User Interface Elements

Via Menu Bar, you can exit the application, adjust settings and get online help.
In the Toolbar, you can lter applications, queues and teams, display statistic data tables, and open special views for
queues and groups.
Choose the displayed monitoring view from the side navigation frame. Options are Summary View, Agent View, Contact
View and Outbound (OB) Campaign View
Symbols used in the user interface are listed in Icons.
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User Interface Elements
Icons
The icons in the Monitoring user interface are listed in the table below:
Icons Used in Monitoring
Icon Use
Reduce the user interface size.
Expand the user interface size.
De ne settings.
Minimize the user interface size.
Maximize the user interface size.
Go to the rst, previous, next or last page, correspondingly.
Manage active contacts.
View a data graph in the Summary View.
Enter or update changed values.
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Icon Use
Open statistic data table from the toolbar.
Indicates that the agent can log on and off the queue; displayed in
the Agent View's queue list.
Indicates that the agent has rights to works as an external agent;

displayed in the Agent View's queue list.
* (Asterisk) When displayed after the status Abandoned*, the asterisk

indicates that the caller abandoned the call during the prewelcome
message, so the call has not been offered to any agent.
In Contact View, the ! column displays this for an e-mail that has
waited for less than the warning time limit.
waited for longer than the warning time limit but not as long as the
alarm time.
waited for longer than the alarm time limit.
In Contact View, the ! column displays this for an e-mail that is

waiting for the agent speci ed by the Required Agent function.
Menu Bar
Menu Bar in the upper part of the Monitoring view include menus File, Tools, and Help.
To open the menu, choose the title, or press Alt+ the underlined letter.
Menu Item Function
File Reload Reloads Monitoring application.
Exit Closes the application.
Tools Settings Enables de ning Monitoring settings, see

Monitoring Settings
Queues Opens the queue statistics view.
Reporting Settings Enables managing Reporting application, see

Reporting Settings
Customizing Links dynamically to the custom made les that

have a pre x Monitor_CustomView_ and are
located in the folder ...monitor\custom\.
Help Application Help Displays the online help.
About Displays the software version information.
Toolbar
Buttons for displaying contact statistic tables.
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Drop-down lists for choosing the monitored applications, queues and teams, or in short, de ning statistic level. On the
left side of each list there is a button for displaying contact statistics for the selected item.
Buttons for displaying Queues, Groups and Agents Active Contacts views.
Button for expanding and reducing the view.
Toolbar
Monitoring Views
To display and lter items in a view, make a search.
Views Opened from Side Navigation Panel Information
Summary Current statistics of contacts in different channels graphically and

agent statuses numerically. Compares current situation to the
reference day. The default view.
Agent View Overall view of agent statuses. With supervisors rights, the view
offers tool to change agent’s queue settings and external agent
status.
Contact View Contact details.
Script View Questions and answers collected in scripts, or in opt-in or survey

IVRs.
Outbound Campaign View Current Outbound campaign statistics, either the number of calls
(Volume) or length of the calls (Duration).
Views Opened from Toolbar Buttons Information
Contact Statistics Table Views The table view buttons open an overall statistic view, or one of the
selected application or queue.
Queues View The Queues button opens a view for queue statistics in the system.
Group Statistics View The Groups button opens a view for reporting group statistics.
Agents Active Contacts The Agents button opens a view for each agent’s active contacts.
Getting Started
Prerequisites
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To access the application, you need appropriate rights, see Access Rights for Monitoring.
To view Online Monitoring you need Internet Explorer software. Additionally, to view data graphs in the Summary view, also the
Adobe SVG Viewer software must be installed on your computer if the IE8 or earlier version is used. IE9 includes the SVG viewer,
and there is no need to install a separate SVG Viewer.
You may need to change the Monitoring Settings, for example choose which variables are monitored in the Summary view.
You may also need to adjust localization-related issues.
Procedure
1. To start Online Monitoring, go to the page [address of Web Client virtual unit]/monitor, or choose the
application in the Communication Desktop menu File Online Monitoring .
If the client certi cate, such as SAP Single Sign-On is in use, the application starts without notes. Otherwise the SAP Contact
Center password is required. The password can be de ned in the System Con gurator or Communication Desktop application.
Managing Settings and Rights

Procedure
1. To de ne Monitoring rights, go to System Con gurator User and Role Management , see Access Rights for Monitoring.
2. To change Monitoring Settings choose Tools Settings and the appropriate view.
3. To de ne Reporting Application Settings choose Tools Reporting Settings .
Access Rights for Monitoring

Administrators de ne rights in the System Con gurator application, either directly for a user, or indirectly for a role or group.
For more information about how to set the rights, see User Rights Management.
The following rights are used for Online Monitoring:
Statistics Summary: The user can see aggregated summary statistics for agents and queues, such as how many calls
agents are handled today, or how many calls has arrived to queue today.
Statistics Detail: The user can see detailed statistics for agents and queues, such as the Contact View. Summary rights
are included in these rights.
Supervisor-Related rights enable supervising other agents with Supervisor Tools.
To monitor agents, you need some or all of the following rights:
Statistics Summary rights
Statistics Detail rights.
Supervisor-Related rights
To monitor queues:
Statistics Summary rights
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Statistics Detail rights.
To monitor Outbound campaigns:
Statistics Summary rights for speci c or all campaigns.
If a user has limited access to Online Monitoring, limitation affects all statistics. Only the queues that the user have rights for
are displayed. Monitoring rights for the queues de ne which queues are displayed in the Agent View queue matrix:
1. Only the agents having rights for the queues are displayed (not all agents in the selected application)
2. Only the queues that the user has monitoring rights for are shown.
Monitoring Settings
To de ne Monitoring settings, choose one of the side navigation panel items:
User Interface Settings for de ning which variables are displayed, and what are critical and warning limits.
Monitoring Items for de ning which queues are taken into consideration in Online Monitoring calculations and displays.
Virtual Applications for de ning your own sets of queues that can displayed in Summary view.
User Interface Settings

Administrators can create templates that de ne user interface settings. If you have been given rights to these settings
templates, they are available in a drop-down menu in the Summary view. You cannot modify the template in the Online
Monitoring application, but you can de ne your own user interface settings in Tools Settings UI Settings . Added in SP03.
You can adjust the following settings:
General Parameters
Time Resolution: De ne the time interval that is displayed in the data graphs of the Summary view and used in the monitoring
calculations. The choices are 15, 30 and 60 minutes, the default value is 60.
Summary View
Update Interval for Call Statistics: De ne how often the statistics view in the Summary view is updated. Choices are from 5 to
60 seconds with 5-second intervals, the default value is 30.
Agent Statistics: De ne how often the statistics view in the upper right corner of the Summary view is updated. Choices are
from 10 to 60 seconds with 10-second intervals, the default value is 30.
Agents’ Active Contacts

Max Number of Displayed Agents: De ne the number of agents displayed in the Agents Active Contacts view. Administrators
de ne the maximum for this setting in SC Reporting Statistics Settings Monitoring Settings .
Refresh Interval: De ne the interval that is used between updating the view when the Auto Refresh option is selected.
Administrators de ne the minimum for this setting in SC Reporting Statistics Settings Monitoring Settings .
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Added in SP06.
Agent Statistics
Ask for Con rmation: De ne if the supervising tasks, such as changing external agent status, ask for con rmation or not.
Contact View
Max Contact Search Time Range in Hours: De ne the maximum time range for contact search. The default value is 24 hours.
Note
Do not set the value greater than 569 hours, Contact View does not work correctly with higher values. Online Monitoring is
intended for monitoring current situation, use reporting applications for getting a view of long time trends.
Table View
De ne critical and warning limits for all calls, abandoned calls, average waiting time, and service level in overall, application and
queue data tables.
View Template Settings

Retrieve Current Values: Set the values you have adjusted by dragging the limit lines in the user interface.
Select View Template: Choose the set of settings you want to modify. To add a new set, choose Add New. To delete the chosen
set, choose Delete.
Show Element: Select the item if you want to include the variable in the Summary view.
Show Current Value: Select the item to display the current value in the Summary view bar graphs. If it is not selected, the
current value is displayed when the cursor is taken on the bar graph.
Ordinal: De ne the ordinal number to set the order of the bar graphs in the Summary view.
Graph Maximum Value Critical Limit Warning Limit
Call Settings
Calls: In Queue 10 5 3
Calls: Longest Waiting Time 20 15 10
Calls: Avg. Waiting Time 20 15 10
Calls: Avg. Talking Time 90 60 45
Calls: Avg. Hang-up Time 60 45 30
Calls: Abandoned 20 10 5
Calls: SL of 30 Min 100 (permanent) 80 90
Calls: SL of 2 Hours 100 (permanent) 80 90
Calls: SL of 1 Day 100 (permanent) 80 90
Calls: Out 10 5 3
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Graph Maximum Value Critical Limit Warning Limit
E-Mail Settings
E-Mails: In Queue 10 8 5
E-Mails: Longest Waiting Time 600 480 300
E-Mails: Avg. Waiting Time 300 240 120
E-Mails: SL of 1 Day 100 90 80
Chat Settings
Chats: In Queue 10 5 3
Chats: Longest Waiting Time 180 90 60
Chats: Avg. Waiting Time 120 60 40
Chats: SL of 2 Hours 100 90 80
Chats: SL of 1 Day 100 90 80
Callback Settings
Callbacks: In Queue 10 5 3
Callbacks: Longest Waiting 180 90 60

Time
Callbacks: Avg. Waiting Time 120 60 40
Callbacks: SL of 2 Hours 100 90 80
Callbacks: SL of 1 Day 100 90 80
Monitoring Items
In the Monitoring Items view you can choose the applications and queues for monitoring. By default all applications and queues
you have monitoring rights for are monitored but you can exclude any number of them. The items that are excluded are
disabled in the search criteria lists, and they are not displayed in the views nor included in the statistic calculations.
1. Choose the application or queue to be excluded and uncheck the selection box.
2. Choose Update.
Virtual Applications
You can make your own virtual applications, where you pick just the queues that interest you.
1. Choose the application of your interest.
2. Choose Add new and give the view an appropriate name.
3. To choose the desired queues to be included in your virtual application, select the corresponding check boxes.
4. Choose Update.
5. To make a recently created virtual application appear on the list of applications in the monitoring view, choose
File Reload . The virtual applications are displayed in the Summary and Queues views only.
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Reporting Settings
Use
Reporting Settings provide management tools for SAP Contact Center Reporting Data Transformation settings. It replaces the
former Reporting Administrator application.
To reach them, open Online Monitoring and choose Tools Reporting Settings .
Reporting Settings has two views that can be selected from the side navigation panel:
Administration
DTE Reporting
Prerequisites
The Reporting Settings options is visible only if you have at least View rights for Statistic Settings, and to be able to change the
settings you need Modify level rights.
Reporting Settings: Administration View

In the Reporting Settings, you can view System Info, and de ne the starting time for reporting data collection and time zones.
System Info
Reporting system info is for viewing only, the items are de ned during installation and cannot be changed later on.
Customer Name: Name of the customer the report is about. Name is used as pre x in database naming, thus, it must
not include spaces, hyphens nor special characters.
Version: Version of the installed SAP Contact Center Reporting.
Reporting Database Srv: Reporting database server, where the reporting databases are located (to which reporting view
has currently connected).
Reporting Database: Name of current customer’s reporting database.
Con g. Database Srv.: Con guration database server that is used to retrieve dimension member information, such as
queue and agent information.
Con g. Database: Con guration database name.
History Database Srv: History database server, where the event history tables are located.
History Database: History database name.
OLAP Srv: Analysis Services (OLAP) database server that provides OLAP functionality for SAP Contact Center Reporting
OLAP Database(s): Con gured OLAP database(s) for SAP Contact Center Reporting use. When a new time zone is
added, new OLAP database is created to provide statistics for the new time zone’s time shifts.
Start Time for Next Data Collection
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Next Start Date for Data: Reporting interval start time for DTE reporting.
Initial Date for Data: Informative eld, which tells rst reporting period starting time. The data is based on oldest DTE
reporting job logs; if oldest DTE logs will be roll backed, time will be changed.
Time Zones
Time zone con guration is for adding additional time zones for SAP Contact Center Reporting. Default time zone has been
created during SAP Contact Center Reporting installation and it uses the time zone information provided during installation.
Default time zone cannot be changed. To add parallel databases to the system and report each location using its own office
time, perform the following steps:
1. Select the time zone from the Time zone list. The default time zone is displayed in blue, and the con gured time zones
are displayed in green.
2. Enter the appropriate name. NOTE: The system replaces possible spaces with underscores.
3. Click the Add New button. Creating a time zone creates a time zone speci c OLAP database. To be able to see the
reports, create also the parallel virtual unit for other time zones, see installation instructions.
4. To edit or remove time zones, select the time zone from the list, edit the name and click the Update button. Accordingly,
select the zone to be deleted and click the Delete button.
Note
The time zone speci c OLAP database is not deleted when the time zone is removed. Delete it separately in the SQL
Management Studio. If you remove the time zone but not the corresponding OLAP database, and create a new time
zone with the same name, the time zone uses the old OLAP database.
Reporting Settings: DTE Reporting

The DTE Reporting view displays reports about data transformation. It consists of the following elds:
Data Transformation Summary

Data Transformation Summary view shows latest reporting job summary and details. The latest jobs are shown rst. When job’s
step details are expanded, the oldest steps are shown rst. To show job step details on Data transformation details section
choose a job’s row.
Job ID: A running number of overall DTE jobs (All) in the systems.
Step ID: Type of the step.
Step ID Description
All Shows overall job status and statistics. To expand the

detailed job substeps, click the row of interest. The substeps
have the same job ID as the overall job.
Prepare Data Shows statistics of preparing data transfer from event history
tables to temporary history tables.
Contact Fact Shows data collection’s statistics that is used to populate

FactCEMContacts table.
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Step ID Description
Contact Allocation Shows data collection’s statistics that is used to populate

FactContactAllocation table.
Script Statistics Shows data collection’s statistics that is used to populate

FactCallStatistic and DimCallStatistic tables.
Agent Fact Shows data collection’s statistics that is used to populate

FactCEMAgents table.
Queue Fact Shows data collection’s statistics that is used to populate

FactCEMQueue table.
Queue Agent Fact Shows data collection’s statistics that is used to populate
FactQueueAgentMatrix table.
Custom Action(s) Shows data collection’s statistics for customized action’s.
RDI If Reporting Data Interface data is set to be collected (during

SAP Contact Center Reporting installation), RDI data is
calculated for all reporting intervals at once during data
transformation (if many reporting intervals are collected at
one data collection run, only the last job collects RDI
statistics).
Start Date for Data: Date and time when collecting operational data for the process step has started.
End Date for Data: Date and time when operational data for the process step has ended.
Start Time of Process: Starting time of the data transformation process.
End Time of Process: Ending time of the data transformation process.
Process Duration: Duration for the data transformation job in the format hh:mm:ss.
Added Data Rows: Number of rows added in the fact tables.
Exceptions: Number of exceptions that are omitted from each application’s data transformation process. See the
Exceptions logs to study exceptions more profoundly.
Roll Back
Rollback function enables cleaning up SQL jobs and data collected by them. On default, rollback window sets latest selected
job’s id to be Start Job ID and End Job ID. To expand selection, type different start or end job ids.
If you are roll-backing latest job history, next start time will be changed.
Caution
Set start and end times carefully. It is easy to accidentally delete all data from reporting. We recommend setting up regular
scheduled backups, and take a backup always before any maintenance tasks.
Exception Logs
To view exception logs of the DTE jobs, click the Exceptions button. Exception logs include events that were not successfully
transformed in the process, for example because of exceeded durations in waiting or handling. By default, the 100 latest
exceptions are displayed. To show all exceptions, select the checkbox in the upper left corner of the view.
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Note
Listing all exceptions may take time if there are hundreds or thousands exceptions.
Exception log web page dialog appears with the following information:
Exc. ID: Consecutive numbering of exceptions.
Contact ID: The contact’s GUID
Application: In SAP Contact Center 7.0, this is always CEM Reporting.
Registration Date: The time when exclusion occurred.
Message: Description of the error.
To display a row’s data in the Exception Details eld choose one of the rows. Items displayed in those elds are the same as in
the columns.
To copy the logs to the clipboard for to be viewed in other applications, choose Copy.
To clear the exception logs of all applications ever since the beginning of the system use until the set date or current date,
choose Clear.
Localization
Consider the following issues when viewing Online Monitor.
Language
The application is available in the SAP Contact Center end user set on languages but the results of database queries, such as
campaign call results, are available only in the language they are imported in the database. A user’s default language is de ned
in the System Con gurator but each user can change it in the CDT settings.
Time
All information is saved in the UTC time but displayed in the client’s time. The client’s time is de ned in the beginning of each
session according to the operating system settings.
Date and Time Formats

Date and time formats follow the operating system settings of your workstation.
Short date format (MMM, ddd, such as Jan and Wed) is not supported in SP04 and earlier versions but you must use a numerical
format.
Since SP05, the short day format is supported so that when a month is represented in short day format with letters MMM or
MMMM, it is in Online Monitoring shown as numbers MM. Days are managed correspondingly. Number of digits in the year follows
the chosen short date format, but only the years 2000–2099 are supported.
Monitoring
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Procedure
1. Start the Internet Explorer and go to the page [address of Web Client virtual unit]/monitor, or choose
the application in the Communication Desktop menu File Online Monitoring .
2. By default all applications, queues, and teams that you have monitoring rights for are included in the Monitoring views.
To lter the calculated and displayed data de ne statistic level with the drop-down menus above the view. You can access
the menus according to your rights.
3. Choose the monitoring view from the left side navigation panel.
Summary is the default Monitoring view and it displays color-coded bar graphs, Current Day/Reference Day, and
Agent Summary views.
Agent View displays detailed information about the searched agents and queues and enables opening the
supervising dialog window.
Contact View displays information about the searched contacts. It also enables viewing detailed information of an
individual contact.
Script View displays questions and answers collected in a call with a script, or in an opt-in or survey IVR.
Outbound (OB) Campaign View displays monitoring data of current Outbound campaigns.
Some of the views above enable speci c supervising tasks.
Items that are over own from a queue to another are monitored in a speci c way, see Monitoring of Over ow
Queues.
4. To display information on Agent View, Contact View and Script View make a search, or at least click the Search button.
Also in other views, you can lter displayed information with a search.
5. Additional views can be opened from the buttons in toolbar for Queues, Groups and Agents Active Contacts.
6. To view also the rightmost columns in a view, click the button, or scroll the view to the right.
7. To sort information in a table, click the column title of your interest. First click will sort the table ascending, the second
one descending. The title of the column that is used for sorting is underlined.
Note
Sorting is based on the technical item saved in database (displayed in tooltip) and not the displayed text that is
translated locally on the client workstation.
8. To export statistics from a monitoring view into a Microsoft Excel sheet, click the Export button.
De ning Statistic Level

Use
You can lter displayed monitoring data by de ning the statistic level with the application, queue and group selection lists
upmost in all Online Monitoring views. By default All Applications, All Queues and All Groups are displayed.
Selection lists are populated based on user’s Online Monitoring rights for queues or agents. Group selection is populated based
on user’s rights to agents and their “reporting group”con guration.
Procedure
To lter the displayed and calculated monitoring data:
1. Choose the application from the leftmost selection list.
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If you do not have rights to all queues in the application, the astrisk (*) sign will indicate that the data shown on
application level is not calculated from all queues’ statistics but only from the ones you have rights to.
2. If you need to do more ltering, choose the queue from the middle selection list.
3. Choose the group from the rightmost selection list.
Search
Context
You can lter displayed data with a search. On the Agent, Contact, and Script views, you must at least click the Search button
to display any monitoring data.
Procedure
1. De ne the statistic level.
2. To display the search-related elds and functions, click the expand/collapse arrow in front of the Search title.
3. Choose search criteria that depends on the view.
To use the default criteria (to remove the search criteria you have entered), click the Reset button before executing the
search.
4. Click the Search button to execute the search.
Contact Types
The following contact types can be monitored in the Contact View, and they can be used as lters in Search. Some contact
types are written in two forms depending on the place limitations.
Contact Type Description
All All contacts
All Calls In, In (Forwarded), Out, CMC In, CMC Out
All In In, In (Forwarded)
All Out Out, CMC In, CMC Out
Call In Inbound calls. These calls do not include calls transferred by SAP
Contact Center, nor consultation calls made during calls.
Cons. Calls In, Cons In Inbound consultation calls made during calls
Forwarded Calls In, Forwarded Inbound calls that are forwarded by SAP Contact Center to another
application or external number.
Call Out Outbound calls, does not include consultation calls made during a
call.
Cons. Calls Out, Cons Out Outbound consultation calls.
OB Calls Calls made in an Outbound call campaign.
CMC In Inbound calls data exported from CMC software

Removed in 1708
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Contact Type Description
CMC Out Outbound calls data exported from CMC software

Removed in 1708
CMC Routing Calls using the Call Routing service

Removed in 1708
CMC Recording Calls using the Recording service

Removed in 1708
Voicemail Voicemails
IVR Dynamic IVR application contacts.
Chats In All types of inbound chat contacts
Until 1708: Chat In
E-Mails All All inbound and outbound e-mails
E-Mails In Inbound e-mails
E-Mails Out Outbound e-mails
SMS SMS contacts
Callback Requests, CBR Callback requests made in the system
Callbacks, CBR Out Outbound calls based on callback requests
Callback Internal, CBR Inter Internal calls for callback
MTD OUT Calls with Multiterminal Desktop mode
Chat In Text Inbound text chats

Added in 1708
Chat In Video Inbound video chats

Added in 1708
Chat In SMS Inbound SMS chats. This means chat conversations generated from
Added in 1708 SMS messaging.
Chat In Facebook Inbound Facebook chat. This means chat conversations generated
Added in 1708 from Facebook messaging.
Summary View
Summary is the default Online Monitoring view, it is displayed when you enter the application. The Summary view consists of
three parts: Contact Statistics, Current Day/Reference Day, and Agent Summary. To lter which application, queues and
teams are displayed, de ne statistic level rst.
Note
Contacts that arrive when the service is closed are counted only into the Service Closed count. To report arrived, handled,
abandoned and other statistics for forwarded service closed contacts, use an IVR application to transfer these contacts to
another queue by choosing the option Forwarding Number When Service Closed in System Con gurator Queue
Management Queues Contact Management Forwarding Forwarding Options . To report arrived, handled, abandoned and
other statistics for all contacts regardless of their arrival time, do not use service closed schedules for these queues whose
contacts are handled by over owing them to another queue.
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Contact Statistics
Contact Statistics displays current contact situations as bar graphs per each contact type:
Bar Graphs
The graph color indicates the performance level. Reference lines with a number are limits of different levels.
To adjust a limit for a session, drag the line up or down.
To save the changed limits for permanent use, choose Tools Settings UI Settings View Template
Settings Retrieve Current Values .
Bar Graph Colors
Bar Graph Color Description
Green Acceptable
Purple Warning
Red Critical
To display the current value on the graph, place the cursor on the graph. To display the value constantly, select the
setting Show Current Value.
To open the related data graph, choose the data graph icon beside the bar graph. The cursor on the icon displays the
graph title. Displaying the data graph requires that a SVG (Scalable Vector Graphics) viewer software is installed on your
computer. The graphs display information per the set time period (15 minutes, 30 minutes, or 1 hour) of the current and
reference day. The line graphs indicate same acceptable, warning and critical performance levels as the summary bar
graphs by increasing brightness of the color.
To choose the set of bar graphs and set the performance limits using de ned templates, choose the template from the
pull-down list on the upper right corner. To de ne templates, choose Tools Settings UI Settings View Template
Settings . To choose which bar graphs are displayed in the default Summary View, choose the Default template. The
available variables are listed below, up to 18 of them can be displayed in the Summary View at a time.
Monitored Variables
Variable Description
Calls:In Queue The real-time number of inbound calls waiting for service in
queues. The data graph displays the arrived and handled calls on
the current and reference day.
Calls: Longest Waiting Time The longest time calls have been waiting in queues.
Calls: Average Waiting Time The average time calls have been waiting in queues.
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Calls: Average Talking Time The average time between the connection and disconnection points
for all answered inbound calls that were not forwarded. For
forwarded calls, it is the time between forwarding and
disconnection.
Calls: Average Hang-Up Time The average duration of abandoned calls. Only the ones that have
exceeded the False Attempt limit, by default 5 seconds, are
included.
Calls: Abandoned Calls that have not been answered. Only the ones that have
included.
Calls: Service Level 2 Hours The percentage of calls that have been answered in time of all
arrived calls for the last two hours. Only the ones that have
included.
Calls: Service Level 1 Day The percentage of calls that have been answered in time to all
arrived calls for the current day. Only the ones that have exceeded
the False Attempt limit, by default 5 seconds, are included.
Calls: Out The real-time number of outbound internal and external calls. The
data graph displays the number of outbound internal and external
calls in the current and reference day.
E-Mails: In Queue The bar graph displays the real-time number of e-mails waiting for
service in queues. The data graph displays the arrived and handled
e-mails on the current and reference day.
E-Mails: Longest Waiting Time The longest time e-mails have been waiting in queues.
E-Mails: Average Waiting Time The average time e-mails have been waiting in queues.
E-Mails: Service Level 1 Day The percentage of e-mails that have been answered in time of all
handled e-mails for the current day. Changed in SP07.
Chats:in Queue The bar graph displays the real-time number of chats waiting for
service in queues. The data graph displays the arrived and handled
chats on the current and reference day.
Chats: Longest Waiting Time The longest time chats have been waiting in queues.
Chats: Average Waiting Time The average time chats have been waiting in queues.
Chats:Service Level 2 Hours The percentage of chats that have been answered in time of all
arrived chats for the current day. Only the ones that have exceeded
Chats: Service Level 1 Day The percentage of chats that have been answered in time of all
arrived chats for last two hours. Only the ones that have exceeded
Callbacks: In Queue The real-time number of callback requests waiting for service in
queues. The data graph displays the arrived and handled callbacks
on the current and reference day.
Callbacks: Longest Waiting Time The longest time callback requests have been waiting in queues.
Callbacks: Average Waiting Time The average time callback requests have been waiting in queues.
Callbacks: Service Level 2 Hours The percentage of callback requests that have been answered in
time of all arrived callback requests.
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Callbacks: Service Level 1 Day The percentage of callback requests that have been answered in
time of all arrived callback requests for last two hours.
Current Day/Reference Day

Current Day/Reference Day displays the monitored values for the current and previous hour for current and reference day.
Choose one of the following refrence day options from the drop-down menu:
Reference Day Options
Display Option Description
Today / None No reference day, only current values are displayed, also in the line
graph. Use this option if the number of contacts is very large.
Today / -1Day Today / Previous day
Today / -x Days Today / The day 2, 3, 4, 5, 6, 7, or 14 days ago, as x indicates
Today / -1 Week (avg) Today / Average value of the last 7 days
Today / -1 Month (avg) Today / Average value of the last 30 days
Agent Statistics
The row under the title shows the number of agents that are currently:
Logged On: Agent logged into the system (Ready + Not Ready + Paused)
Ready: Agents with Ready status
Free: Agents free to take calls from the queues and able to receive direct calls (Agents with Ready login status and Free
phone status).
Wrap-Up: Agents with Wrap-up + OB (wrap-up) phone status (former Afterwork status).
Not Ready: Agents with Not ready login status (An agent is temporarily unable to take calls from queues, but is able to
receive direct calls). In Communication Desktop (CDT) you can choose this status manually, or the application gives you
this status automatically in some occasions.
Paused: Agents who have activated an absence- or away-type pro le.
Call: Agents with Ready login status and Busy (call in) or Busy (call out) or OB (call out) phone status.
E-Mail: Agents with Busy (e-mail) phone status.
Chat: Agents with Busy (chat) phone status.
OB Campaign: Agents who have logged in a Outbound Campaign.
Under the Agent Statistics row, a table shows up to 50 agents that are currently active, or have been logged on the current day.
Agent View
Agent View offers view for agent statuses. With supervisors rights, it also enables changing agents’ queue and skill settings, and
logging an agent on as an external agent. To launch the view, select Agent View from the navigation pane on the left. See also
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the Agents’ Active Contacts that is launched from the Agents button.
If the number of displayed queues is very large, the agent list displays only a limited number of agents. The number is limited
because a large number of queues and agents results in to a massive number of different combinations, and the web browser
may not be able to handle such an amount of data. Agents are displayed in the alphabetical order. If the agent of your interest is
not displayed, change search settings.
Number of Displayed Agents
Number of Queues Number of Agents
Over 100 10
Over 75 25
Over 50 50
Over 25 75
Less than 25 All agents in queues
Displaying Information on Agent View
1. To display only certain application, queue or group, de ne statistic level.
If other than current day has been selected for monitoring, All Applications and All Queues are shown.
2. To display monitoring data, click the Search button. To lter the items displayed, de ne the following search criteria.
Field Function
Name Agent’s name. Wildcard is automatically included. Search is not

case-sensitive.
For example, the search jo can result names Johnny

Weismüller and Mary Merijoki.
Date Enter the date when the agent has logged on to the system in
format D.M.YYYY. To de ne the time more precisely, enter
also the time in format hh.mm.ss.
Added in SP04: You can change the start time to the next or
previous day by clicking the up and down arrows, or with the up
and down arrow keys on keyboard, respectively.
Location Choose the agent’s location from the list of all locations in the
system. Option Unde ned is added automatically.
Presence To search agents with a certain pro le, choose the pro le from
the list of all presence pro les in the system. The Paused
option includes all agents who have an absence pro le.
Added in SP08: The default Presence value can be de ned in

System Con gurator Reporting Statistic Settings Monitoring
Settings .
Show Queue List Select this option to display queue information columns on the
right as well.
3. To sort displayed statistics, click the column title. The rst click sorts data ascending, the second one descending. The
title of the column that is used for sorting is underlined.
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Note
Sorting of status information is based on the technical item saved in database (displayed in tooltip) and not the user
interface text that is translated locally on the client workstation.
4. To view the rightmost columns click the button, or scroll the view to the right.
Agent View Columns
Column Description
Name Agent’s name, up to 14 characters shown; tooltip shows the entire name. If there are other names, such as
transliterated non-latin-character names, the tooltip shows them all.
With the supervising rights, each name is a link to supervising tool of Communication Desktop (CDT). This function
requires that CDT is open.
Ext. To log on the agent as an external agent, select this option. Function is enabled if you have supervising rights for the
agent. Tooltip shows the agent’s external number.
To enable serving in a queue as an external agent, choose the Serve as Ext. Agent option in the pop-up menu which
appears when you click the agent cell in the queue column. This option is useful in unexpected situations when an
agent is not able to come to the office but can take calls remotely.
Number Extension number of the agent (maximum of 18 characters shown). Tooltip shows the agent’s external number
Location Location of the agent (maximum of 12 characters shown).
All The total number of contacts (inbound and outbound calls, inbound e-mails, SMS messages, chats and callback
requests).
In The number of answered inbound calls. The tooltip shows the inbound queue calls/inbound direct calls.
Out The number of outbound calls (internal and external). The tooltip shows outbound direct calls/ campaign calls.
Chat The number of inbound chats handled by the agent.
E-Mail The number of inbound e-mails handled by the agent. The tooltip shows inbound e-mails/outbound e-mails.
Callbk. The number of called callback calls. The tooltip shows the number of called callbacks (number of handled callback
(Callback) requests in parenthesis).
SMS The number of SMS messages sent by the agent.
Pro le An agent’s current presence (maximum of 12 characters shown). The tooltip shows the pro le reason and the entire
name.
Logon Status Agent logon and phone statuses are related to each other. The tooltip for logon status shows the time of latest status
and Phone and pro le change.
Status
Logon Status Phone Status
Logged off Always “-”
Paused
Free
Busy (Call In)
Busy (Call Out)
Changed in SP06 Patch 1 to show the actual phone status.
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Column Description
Ready
Free
Busy (Call In), tooltip shows the queue name or “Personal

Extension Call”
Busy (Call Out)
Busy (E-Mail), tooltip shows the queue name
Busy (Chat), tooltip shows the queue name
Busy (Callback), tooltip shows the queue name
OB (Waiting), tooltip shows the campaign name
OB (Preview), tooltip shows the campaign name
OB (Call Out), tooltip shows the campaign name
OB (Wrap-Up), tooltip shows the campaign name
Wrap-Up, tooltip shows queue the name
Not ready
Free
Busy (Call In)
Busy (Call Out)
Duration The two columns on the right side of the Logon Status and Phone Status.
Logon Status show how long time the current pro le or logon status has lasted continuously. Added in SP06
Patch 1.
Phone Status show how long time the current phone status has lasted continuously.
Logged on Shows how long time the agent has been logged on to the system (the continuous period). If the agent is logged out,
the application displays the duration of the previous session in brackets. Tooltip shows the logon time.
Not Ready Shows cumulative summary of all periods when the agent has had the “Not ready” status during the current day.
Wrap-Up Shows cumulative summary of all periods when the agent has had the Wrap-Up status during the current day. Before
SP06 Patch 1, only the wrap-up done after the contact was closed was included; as of SP06 Patch 1, all wrap-up is
included.
Paused Shows cumulative summary of all periods when the agent has had the Pause status (has an absence pro le) during
the current day.
Queue Information
To display the queue information, select Show Queue List. If you have supervisor rights, you can also manage queue and skill
settings for agents you are supervising, see Supervising.
Queue Information Markings
Markings in Queue Information Description
White or grey (no color) The agent has no rights for the queue.
The agent is logged on the system and queue.
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Markings in Queue Information Description
The agent is not logged on the system but has rights to the queue.
The agent is logged on the system but not on the queue.
The agent has right to log on the queue and out from it, the Forced
function is not in use. The background can be any of the colors
mentioned above, or the green circle explained below.
The agent is able to serve the queue as an external agent. The

background color of the eld indicates the agent’s status as
explained above, and the plus indicates if the agent can log himself
on and off the queue.
Agents Active Contacts

To open the Agents Active Contacts view, click the Agents button in the toolbar. Do not mix this view with the Agent View. You
need the contact summary right to the agents you want to view.
The view enables the following tasks:
View agents and their active contacts.
The number of simultaneous active chat contacts depends on the System Con gurator settings User/User
Template Contact Settings Maximum Number of Chat Sessions and Queues Contact Management Busy During
Wrap-Up .
To view a contact’s details, click the Row number of the contact.
To start supervising an agent, click the agent’s name in the view. You must have supervising rights, and the CDT must be
open. For more information, see Supervising.
The view was added in the SP06.
Searching and Filtering Displayed Agents

The number of agents displayed in the view can be set in the Tools Settings UI Settings Max Number of Displayed Agents , see
User Interface Settings. If the number of displayed agents is very small, make sure you lter and sort the agents in appropriate
way so that you see the agents you are really interested in.
To search and lter the displayed contact information, use the following settings:
Group: Select a reporting group you want to view, or All to view all groups.
Presence: To view agents with a certain pro le, select the pro le of all pro les in the system. Added in SP08: The default
Presence value can be de ned in System Con gurator Reporting Statistic Settings Monitoring Settings .
Sort Agents by: Display agents in the alphabetical order of their names, or chronological order of their status time
stamps. To sort them in descending order, select the Descending checkbox, and for ascending order, remove the
selection.
Show Pending E-Mails: With this option, pending e-mails are included in the displayed contacts.
Show Only Agents with Active Contacts: With this option, only the agents that have currently active contacts are
displayed in the agent list.
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Auto Refresh: With this option, the view is updated automatically as often as set in the option Tools Settings UI
Settings Refresh Interval in seconds, see User Interface Settings. If this option is not selected, click Update to update
the view manually.
Rows and Columns

The agent row shows the agent name, number, status, pro le and last status change time stamp, the possible values are listed
below.
When the number of displayed agents is set to be smaller than the number of agents that the search results, the message Max.
Number of Displayed Agents: (x) is displayed.
Agent Row Columns
Column Description
Name and number The agent’s name and phone number. If you have the supervisor
rights to the agent, the name and number is a link to the CDT
supervisor tool. Note that the CDT must be open as well.
Status Status of the agent:
Logged Off: The agent is not logged on.
Not Ready: The agent is logged on but busy with other

tasks. The former “Paperwork”.
Pause: The agent has an active absence pro le.
Ready: The agent is ready to handle contacts.
Pro le The agent’s pro le.
Time stamp The agent’s last status change time stamp. The time stamp is
shown as hhmmss format, and the tooltip shows time with date and
time format.
Contact Row Columns
Column Description
Row The row number. Clicking the row number opens the Contact
Details view, if you have contact detail rights to corresponding
agent, queue, or campaign.
Contact Type One of the Contact Types.
Status Status of the contact: Preview/In Process/Wrap-Up/Pending.
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Column Description
From and To The sender and recipient of the contact as solved from the number
or address. Instead of name, the following values may appear:
Empty when the address is invalid.
{Protected} when the address is protected.
Hyphen - when you do not have contact detail rights to the

agent when contact is an internal contact, or to the queue
when the contact is a queue contact.
Campaign name when the contact is a campaign contact,

and you have contact detail rights to the queue or
campaign. When the campaign name is shown, the tooltip
shows the queue name and address as it is in the
database.
Agent or queue name when address is internal address and

you have contact detail rights to the agent or queue.
Address with hidden numbers when the address is not an

internal address, or is the agent’s mobile number and the
Hide Last Digits of Users Mobile Phone Numbers option
is set in SC.
The tooltip displays the value as it is saved in the database.
Arrival Time The arrival time of the contact. When arrival time is not in current
day the star is shown after the time. The tooltip shows the time
with date-and-time format.
Connection Time The connection time of the contact. When connection time is not in
current day the star is shown after the time. The tooltip shows the
time with date-and-time format
Disconnection Time The disconnection time of the contact. When the disconnection
time is not in the current day the star is shown after the time. The
tooltip shows the time in the date-and-time format.
Waiting Time The time between arrival and connection times, except when the
contact is a campaign contact and preview time is set, then the
waiting time is the difference of preview time and arrival time.
When the waiting time is more than 96 hours, it is shown as > x

days where x is the number of days.
Talking Time The time between the connection and disconnection times.
Wrap-Up Time The time the agent uses for nishing the task.
Total Time The total length of the contact (the time between the arrival time
and end of wrap-up time). The last related event de nes the ending
time, it can be the disconnection time, or the wrap-up ending time.
Contact View
The Contact View displays searched contacts. It is also used for opening the Contact Details dialog window for viewing detailed
information about an individual contact.
Displaying Information on Contact View
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1. To display only certain application, queue or team, de ne statistic level.
2. To display monitoring data, click the Search button. To lter the items displayed, de ne the following search criteria.
Field Function
Search Field Choose one of the Agent, From, To, and Call ID as a search
criteria.
Search Value Enter appropriate value, or part of it, no wildcard is needed.

Search is not case-sensitive.
Agent: Enter the agent’s name.
From: Enter the number or address of the contact source.
To: Enter the number or address of the contact destination.
Call ID: Applicable only for calls: the internal call ID number.
Status Choose the contact status of All, In Process, Completed,

Abandoned, or Service Closed. The last one includes contacts
that have arrived when the service has been closed.
When In Process is chosen, you can ignore the arrival time

restriction by selecting the checkbox.
Start Time, End Time Enter the earliest and latest time contacts have started. The
default maximum time between these times is 24 hours, thus,
changing one of the days changes the other one as well.
Added in SP04: You can change the start and end times to the
next or previous day by clicking the up and down arrows, or
with the up and down arrow keys on keyboard, respectively.
Type Choose the contact type you want to monitor.
Recorded Choose either recorded (Yes), not recorded (No) or both (All)
contacts.
Ignore Arrival Time Restriction When the status In Process is chosen for a search criteria, you
can ignore the arrival time restriction by selecting this
checkbox.
3. To sort displayed statistics, click the column title of interest. The rst click sorts data ascending, the second one
descending. The column title that is used for sorting is underlined.
Note
Sorting of Status and Contact Type columns is based on the technical item saved in database (displayed in tooltip)
and not the user interface text that is translated locally on the client workstation. Thus, the sorting may appear
strange in a local language.
4. To view also the rightmost columns, click the Expand button or scroll the view to the right.
5. To display detailed information of a contact, click its row number at the beginning of the row. The new Contact Details
window is opened.
6. To view current active contacts, click the icon in the Row title eld.
7. Occasionally, for example when short network disconnections occur, contacts linger in the monitoring view though they
are disconnected in contact center. To clear inactive contacts from the view:
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One contact: To display the contact details dialog, click the contacts row number, and choose End Contact in
Monitoring.
All or selected contacts: To display active contacts, click icon at the row title. Choose all or some of contacts,
and click End Contacts in Monitoring.
8. To open the Contact Details view, click the row number.
Contact View Columns
Column Description
Row The row number. Clicking the row number opens the Contact Details view.
! For e-mails only. Shows the warning time / critical time in the following way:
: Warning time not reached.
: Warning time reached, alarm time not reached.
: Alarm time reached.
: Required Agent de ned for the contact; only the de ned agent can receive the contact. Added in
1608.
Date The date when the contact started.
Agent Agent’s name. The tooltip displays the alternative names.
 Note
An internal call creates two rows: one for the user who called, and one for the person who received
the call.
If the call is abandoned, the application displays the agent’s name in brackets.
From and To The source and target number or e-mail address. By default, the three last digits of external numbers
are replaced with the XXX characters. The number of digits is set in the System Con gurator
Reporting Statistics Settings Monitoring Settings .
Arrival Time The time when the contact was initiated.
Connection Time The time when contact was connected (answered).
Disconnection Time The ending time of the contact.
Waiting Time Before SP04, this was the time between the contact’s arrival and connection to agent.
In SP04, this was changed to be the actual waiting time in the queue. When you place the cursor on the
contact’s cell in the Waiting Time column, the tooltip displays the total waiting time (Waiting Time +
the possible time the contact needs to wait before it is placed in a queue).
Talking Time The time between the connection and disconnection times.
Wrap-Up Time The time the agent uses for nishing the task. Added in SP04.
Before SP06 Patch 1 only the wrap-up done after the contact was closed was included, with SP06
Patch 1 all wrap-up is included.
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Column Description
Total Time The total length of the contact (the time between the arrival time and end of the contact). The last
related event de nes the ending time, it can be the disconnection time, or the wrap-up ending time.
 Note
Before SP04, Total Time was Waiting Time + Talking Time + Wrap-Up Time. In Sp04, there is
additionally the time the contact needs to wait before it is placed in a queue, and in SP06 Patch 1,
as the possible Wrap-Up Time can be calculated during the contact as well, the real total time is
displayed all the time.
Consultation Time The length of the consultation call (consultation call waiting time + consultation call talking time).
Status The current status of the contact either In process, Completed or Abandoned.
Contact Type The type of the contact monitored.
Record Indicates whether the call was recorded, (A hyphen (-) = no, Listen = yes). To listen to the recording,
click Listen.
Contact Details
To open Contact Details view, click the row number in the Contact View.
The window displays operative details of the contact. If the contact has been forwarded from another application (in the same
system), the previous contact’s details are shown in red.
Contact event information is intended for advanced use only. The events are listed in the Knowledge base note
https://launchpad.support.sap.com/#/notes/1988095 .
Scripting
If the contact includes scripting, the questions and answers connected to the contact are listed under the title Scripting. You
can also view the script by clicking the View button.
Manager Tool
Contacts may appear in Online Monitoring though they have been actually disconnected. To end a contact in Online Monitoring
as well, choose the contact and click End Contact in Monitoring.
Script View
The Script View displays questions and answers collected during or after a call that uses a script, or when an opt-in or survey
IVR is used. Added in SP04.
Displaying Information on Script View
1. To display only certain application or queue, de ne statistic level. Note that script view cannot be ltered with groups.
2. Choose the script from the drop-down list, de ne the start and end days and times, and click Search.
Added in SP04: You can change the start and end times to the next or previous day by clicking the up and down arrows,
or with the up and down arrow keys on keyboard, respectively.
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Script information is displayed in the Search Results, where the rst row displays the number of saved scripts, and the
questions and answers in the following columns:
Script View Columns
Column Description
Script Question The question text in the script. In opt-in and survey IVRs, these texts are de ned in appropriate
expressions of menu and field elements.
Script Answer The answer text in the script. In opt-in and survey IVRs, these texts are de ned in appropriate
expressions of choice, noanswer, and nomatch elements.
Number of Answers The row of script question displays the total number of answers to this question. The row of script
answer displays the number of each answer choice.
Answers / Question Number of answers per saved questions ( x 100). Note that if the customer has chosen more than one
answer option, the sum of the percentages can be over 100.
Script Answers / Saved Scripts Number of answers per saved scripts ( x 100). Note that if the customer has chosen more than one
answer option, the sum of the percentages can be over 100.
Note
Script results in Online Monitoring and Reporting may be slightly different from each other because the calculating process
used in Reporting can lter erroneous situations more efficiently.
Outbound (OB) Campaign View

The OB Campaign View displays information about current Outbound campaigns in the system, and agents working in them.
Note
You can see only the campaigns you are authorized for, and agent list shows only the agents you are authorized to see. Thus,
sum of agent statistics may be less than campaign statistics.
Search
To display OB campaign information, make a search. The search elds in this view are listed in the table below:
Field Function
Campaign Choose the campaign from the pull-down list, or use All Campaigns
option.
To view more than one campaign, press Ctrl key and select the
campaigns.
Campaign Status Choose All, Active, Passive or Completed.
Agent To display the list of participating agents, click the campaign.

Choose the agent from the pull-down list, or use All Agents option.
To select more than one agent, keep Ctrl key down to pick agents
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Field Function
OB View To display number of contacts, choose Volume.
To display length of contacts, choose Duration.
The tables include different information in the Campaign and

Outbound Agent tables depending on selection, see column
descriptions below.
Search Results
Results are displayed in the following three sets:
Campaign’s agents summary line above the actual monitoring tables.
Campaign table shows either Volume or Duration information as selected in the OB View search eld
If only one campaign in selected from the search eld, or a campaign in the Campaign table is clicked, the Outbound
Agent table shows either Volume or Duration information about the agents logged on to that campaign accordingly.
Campaign’s Agents Summary Line

OB Logged On: Number of agents currently logged on to any of the campaigns in the system.
OB Paused: Number of agents that are having a pause.
OB Waiting: Number of agents that are waiting for an allocated call.
OB Preview: Number of agents (in the Preview mode) that are now previewing customer info.
OB Talking: Number of agents that are talking.
OB Wrap-Up: Number of agents that are classifying previous OB call results.
Volume Tables
The following tables are displayed when the Volume is selected.
Campaigns, Volume View
Column Description
Campaign Campaign name
Outbound Status The campaign status can be one of the following:
Passive The campaign has not been activated.
Active: The campaign is currently going on. If the campaign is active and there is at least one
agent logged on, the status is indicated with the yellow color.
Handled: All customer contacts planned for a campaign have been carried out. The status is
indicated with the green color.
Invalid: The campaign cannot be run because of a technical failure. The status is indicated
with the red color.
Expired: The set campaign ending time has passed.
Dialer Mode One of the dialer modes: Active, Passive or Completed
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Column Description
Number of Customers Number of customers in the campaign
All Handled Customers Number of handled customers
Handled % Percentage of handled customers of all customers in the campaign.
Order Value In campaigns where calls can lead to an order,
Handled: Successful Number of calls with SUCCESS result, that is, the called person has been reached.
Handled: Refusal Number of calls that have been classi ed with the call result Refusal.
Handled: Max Redials Number of calls that have been classi ed with the call result Max Redials.
Handled: Others Number of calls that have been classi ed with the call result Other Reason.
Redial: Scheduled Number of calls that have been classi ed with the call result Redial Scheduled.
Not Handled Total Number of calls that have not been handled.
Filtered Number of calls that have been ltered with the OB Campaign lter.
Volume View: Agents
Column Description
Outbound Agent Agent’s name
OB Phone Status
OB(Free): Agent is free and joined to campaign.
OB(Preview): Agent is in the OB preview state.
OB(Dialing): Agent is calling to a customer.
OB(Talking): Agent is talking with a customer.
OB(Pause): Agent has paused the campaign.
OB(Wrap-Up): Agent is doing wrap-up.
– (Dash): Agent has not joined or has logged out of the campaign.
Calls Total amount of calls allocated to the agent.
Added in 1608.
Dialed Calls Number of calls the agent has made. As of 1608, this value does not include skipped calls, or calls
that are disconnected by agents.
Answered Calls Number of calls the agent has made that have been answered.
Answer % Percentage of answered calls of all calls agent has made.
All Handled Customers Number of customers the agent has called to.
Handled % Percentage of customers to whom the agent has called of all customers in the campaign.
Order Value In sale campaigns only: sum of the order values of calls the agent has made.
Handled: Successful Number of calls that the agent has classi ed with SUCCESS or REFUSAL result, that is, the called
person has been reached.
Handled: Refusal Number of calls that the agent has classi ed with the call result Refusal.
Handled: Others Number of calls that the agent has classi ed with the call result Other Reason.
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Column Description
Redial: Scheduled Number of calls that the agent has classi ed with the call result Redial Scheduled.
Duration Tables
The following tables are displayed when the Duration is selected.
Duration View: Campaigns
Column Description
Campaign Campaign name
Outbound Status The campaign status can be one of the following:
Passive The campaign has not been activated.
Active: The campaign is currently going on. If the campaign is active and there is at least one
agent logged in, the status is indicated with the yellow color.
Handled: All customer contacts planned for a campaign have been carried out. The status is
indicated with the green color.
Invalid: The campaign cannot be run because of a technical failure. The status is indicated
with the red color.
Expired: The set campaign ending time has passed.
Dialer Mode One of the dialer modes: Active, Passive or Completed
Number of Customers Number of customers in the campaign.
Dialed Calls Number of calls made in the campaign.
As of 1608, this value does not include skipped calls or calls that are disconnected by the agent.
Answered Calls Number of answered calls made in the campaign.
Answer % Before 1608: Percentage of answered calls of all calls made in the campaign.
As of 1608: Percentage of answered calls of Dialed Calls in the campaign.
Logged-On Agents Number of agents that have joined the campaign.
Waiting Time the agents have been waiting calls during this campaign.
Preview Time the agents have made preview during this campaign.
Calling Time the agents have been making calls during this campaign.
Outbound Talking Time the agents have been talking to customers during this campaign.
Wrap-Up Time the agents have been wrapping the calls up during this campaign.
Outbound Pause Time the agents have been having a pause during this campaign. Note that this pause is not caused
by an absence pro le but simply choosing pause in the campaign.
Duration View: Agents
Column Description
Outbound Agent Agent’s name
OB Logged On Time the agent has been logged on to the campaign.
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Column Description
Waiting Total The total time the agent has been waiting for customer to answer.
Preview Tot. The total time the agent has been previewing.
Preview Average The average time the agent has used for previewing per call.
Total Calling Time The total time the agent has used for calling.
Average Calling Time The average time the agent has used for calling per call.
Talking Time Total The total time the agent has used for talking.
Average Talking Time The average time the agent has used for talking per call.
Wrap-Up Total The total time the agent has used for notifying and classifying the
contact.
Wrap-Up Average The average time the agent has used for wrapping up per call.
Talking Ratio Ratio of the Talking Time Total and OB Logged On times.
Supervising
Prerequisites
CDT must be open as well.
Procedure
With supervising rights, you can change queue and skill settings, and open the CDT supervising view from the Agent View, and
listen to the recorded calls and manage contacts in the Contact View. Rights are set in the System Con gurator application.
Supervising Tasks in Agent View
To start the CDT supervising view, click the link in agent’s name.
To view the latest time when an agent has logged on to a queue, and duration how long the cumulative serving time has
been on the current day, place the mouse on the agent’s row in the queue’s cell.
To manage queue settings, click the agent’s cell in the queue’s column. Agent must have rights to the queue (at least
yellow background in the cell). The following choices appear:
Belongs to Pro les Queue Group: For information only: The agent has selected a pro le where a queue group has
been attached. If the checkbox is selected the queue belongs to this queue group, and the group’s name can be
displayed by taking the cursor on the menu text. If the checkbox is empty, the queue does not belong to this
group. Added in SP04.
Attach to Queue: Attach the agent to the queue.
Serve as Ext. Agent: Allow the agent to serve in the queue as an external agent.
Deny Changes: Start the Forced mode where the agent cannot change queue logging himself/herself.
Close and Refresh Page: Save the changes and update the Monitoring view.
Close: Save the changes without updating the view.
To manage skill settings, right-click any cell on the agent’s row. The list of skills from 0 to 5 levels appear.
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1. Choose the appropriate level for the skill.
2. To apply the skill level you chose, choose Apply, or close the view with Close.
Supervising Tasks in Contact View
To listen to the recordings, click the Listen button in the rightmost column.
To be able to listen to the recordings, the supervisor must have listening rights (set in the System Con gurator
application).
It is possible to log who has been listening to recordings (a setting in System Con gurator Statistics
Settings Monitoring Settings ). When a record is listened, the listener’s name, and listening date and time are displayed,
and you can enter a free-form text description to the log. Note that the log le displays the listeners in the listening
order, the newest is the upmost. The user can listen to the same recording several times with the same logging.
Occasionally, for example when short network disconnections occur, contacts linger in the monitoring view though they
are disconnected in contact center. To clear inactive contacts from the view:
One contact: To display the contact details dialog, click the contacts row number, and choose End Contact in
Monitoring.
All or selected contacts: To display active contacts, click the icon at the row title. Choose all or some of
contacts, and click End Contacts in Monitoring.
Contact Statistics Table Views

Contact statistics table views display contact information in numeric form.
To view statistic table views:
1. To view statistics of a speci c application or queue, choose those rst in the toolbar selection list. The corresponding
table view buttons are enabled only after the application or queue is selected.
2. Click the button in the toolbar. The leftmost button opens the statistic table view of the entire system.
Table View Buttons in the Toolbar
The contact statistic table view displays information on arrived, handled and abandoned contacts, and the service level. The
background of the service level is yellow when the value has exceeded the Warning Value, and red when it has exceeded the
Critical Value, de ned in Tools Settings UI Settings Table View .
In the view, you can use the following functions:
To export the displayed information to Microsoft Excel datasheet, click the Export button.
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To close the view, click the Close button.
To display certain contact type information only, choose one of All, Call, E-Mail and Chat options, and click the Refresh
button. (Added in SP06 Patch 1)
To update the view, click the Refresh button. (Added in SP06 Patch 1)
All statistics are calculated also for chats and e-mails in the version SP06 Patch 1, and later.
Queues View
To open the Queues view, click the Queues button in the toolbar, or choose it from the Tools menu. The view enables following
tasks:
To de ne how often queue information is updated, enter the number of seconds into the eld above the columns and
click the Update button. The default value is 10. The application does not save the value, and you must re-enter it if you
close the view and open it again.
To choose the queues that are taken into account, select the CEM application or virtual application, or the entire Contact
Center from the Application pull-down menu. If the maximum number of queues is reached, de ne smaller virtual
applications, and choose one of them.
To activate alarms for each queue, select the Alarm Activated checkbox on the left of the queue name.
To display the queue alarm limits and enable changing them, select the Show Alarm Settings box. The following alarms
are in use:
In Queue Alarm: The alarm occurs when the number of contacts in a queue exceeds the set limit. The default
value is 5.
Waiting Time Alarm: The alarm occurs when a customer’s waiting time in a queue exceeds the limit. The default
value is 10 seconds.
No. of Agents Alarm: The alarm occurs when the number of agents logged on the queue is below the limit, the
default value is 5.
To enable an alarm to pop up on the screens of all workstations when a queue alarm occurs, select the Enable Alarms
checkbox. This affects only the queues where the Alarm Activated checkbox is selected.
As of 1608 it is possible to de ne how often the focus is moved to the view when there are active alarms and alarms are
enabled. Select one of the options in the Focus On Alarm pull-down menu:
On Each Update: The focus is moved to the active alarm every time the view is updated. The default option.
Once for New Alarm: The focus is moved to the active alarm only once.
Never: The view scrolls to the active alarms but focus is not moved.
To save the alarm settings, click the Save button.
The view displays the following queue information:
Queue Columns
Column Description
Queue Queue name
In Queue Number of contacts in the queue at the moment.
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Column Description
Longest Waiting Time The longest time a contact has waited in a queue
Average Waiting Time The time contacts need to wait in the queue on average.
Logged On Tot. The number of agents that are currently logged on the queue.
Free/Busy/Wrap-Up/ Not Ready/Paused The number of agents that have currently the corresponding status.
Group Statistics View

Monitoring users who have statistic summary rights, or higher, for the agents can view the Groups Statistics view displaying the
reporting groups where these agents belong to.
To display the Group Statistics view, click the Groups button in the toolbar.
If you have the Agent View open and click a group name in the Group Statistics view, the Agent View displays the agent
statistics related to the group members, and the statistic level eld in the toolbar related to groups displays the
selected group’s name.
To de ne the update interval, enter the number of seconds into the eld above the columns and click the button.
The default value is 10. The application does not save the value, and you must re-enter it if you close the view and open it
again.
To update the values immediately, click the button.
Monitoring of Over ow Queues

Use
If a queue contact is not answered in the prede ned time, depending on the con guration, it may over ow to another queue. In
the Online Monitoring these over own contacts are shown in the following way:
In the Summary view and in its data tables, an active contact is shown in the queue where it really is at that moment.
But after the contact is handled in the over ow queue, it is shown in the primary queue as Handled.
In the Contact View, the contact is always shown in the primary queue but in the over ow queue only if All Queues option
is selected for viewing, see De ne Statistic Level.
In the Agent View, the contact is shown when being handled by an agent in the over ow queue.
Waiting time is calculated from the time the contact arrived in the primary queue.
Users can see contact information only in the queues they have rights to. Thus, it is possible that monitoring users can see the
contact in a certain step only if they, for example, have rights to the primary queue but not to the over ow queue.
Example
A contact comes to the primary queue Q1, it is over own to the over ow queue Q2, and then to another over ow queue Q3. If
there are monitoring users who have rights to one speci c queue, only, they can see the following monitoring items in different
steps:
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1. The contact arrives and stays in Q1: The contact and its waiting time are shown in the Summary View and Contact View
to those who have rights to Q1.
2. The contact over ows to Q2:
In the Summary View, the contact and its waiting time is shown to those who have rights to the queue Q2, but the
waiting time is calculated from the time the contact arrived Q1.
In the Contact View, the contact is shown to those who have rights to Q1. To those who have rights to the over ow
queue Q2 only if All Queues are selected.
3. The contact over ows to Q3:
In the Summary View, the contact and its waiting time is shown to those who have rights to the queue Q3, but the
waiting time is calculated from the time the contact arrived Q1.
4. The contact is handled in Q3: The contact in not shown for any queue in the Summary View, as it is not queueing
anymore.
In the Agent View, those who have rights to the over ow queue Q3 can see the agent talking or handling the contact.
5. After the contact has been handled:
In the Summary View, the contact is shown both in arrived and handled contacts to those who have rights to Q1.
Calculation of Displayed Values

Note
To include or exclude the contacts arrived outside the scheduled service hours in Online Monitoring, set the option in System
Con gurator Reporting Statistics Settings Monitoring Settings Include in Monitoring Contacts Arrived When Service Is
Closed accordingly. In Reporting, the contacts are included always.
Value Description
Abandoned The contacts that have not been answered. Only the contacts that have exceeded the false
attempt limit, are included.
Arrived The sum of all inbound contacts that have arrived into the system.
Calls: Average Hang-up Time The average duration of abandoned contacts, false attempts are not included.
Calls Out The outbound calls connected to internal or external numbers. The calls that have not been
connected are not included.
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Value Description
Contacts answered-on-time The handled inbound contacts with waiting times less than or equal to the Answered-on-Time
limit. The limit can be set either for each channel in SC System
Management Channels Voice/E-Mail/Chat Channel Reporting and Monitoring , or for each
queue in SC Queue Management Queues Reporting and Monitoring .
The default values for the limit are:
For phone queues: 20 seconds
For e-mail queues: 3600 seconds (1 hour)
For chat queues: 60 seconds.
During Prompt The caller hangs up during the Prewelcome message, that is, the calls are not located in the
queues yet.
False Attempts The contacts that have not been answered, and the caller has disconnected the call before
exceeding the False Attempt limit. For example, when a person calls to a wrong number and
realizes that before nobody answers. The limit can be set either for each channel in SC System
Management Channels Voice/E-Mail/Chat Channel Reporting and Monitoring , or for each
queue in SC Queue Management Queues Reporting and Monitoring .
The default values for the limit are:
For phone queues: 5 seconds
For e-mail queues: Not in use.
For chat queues: 30 seconds.
Handled The served inbound contacts, and contacts successfully forwarded to another application or
external number.
Service level (SL) Service level (for 30 minutes, 2 hours, or 1 day) of a contact center or a speci c queue is
calculated as percentage of contacts answered-on-time of arrived contacts, false attempts are
not included:
SL = 100% x contacts answered on time / (arrived contacts − false attempts)
Talking Time The time between the connection and disconnection points for all answered and served
inbound contacts that were not forwarded.
For forwarded contacts, it is the time between forwarding (reconnection) and disconnection.
Waiting Time Waiting time is calculated in the following ways:
Contacts in a queue: arrival to queue – current time
Handled contacts: arrival to queue – connection time
Abandoned calls: arrival to queue – disconnection time
Monitoring with SAP BusinessObjects (BO)

As of 1702, SAP Contact Center users can view also monitoring data with SAP BusinessObjects (BO). Note the following:
There are no ready-made monitoring views for BO in SAP Contact Center package but the views or dashboards can be
made with SAP Business Objects Design Studio. For more information, see http://help.sap.com/pcat_analytics and
SAP Contact Center Installation Guide .
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The SAP_Contact_Center_Monitoring.lcmbiar package must be installed and con gured. For more information,
see SAP Contact Center Installation Guide .
The package provides the following items:
A universe based on the SAP Contact Center Monitoring Database Server table TAMContactDetail of 7.0 SP10
schema.
A connection named SAP CCtr Monitoring.
The same user groups, SAP CCtr Reporting Users and SAP CCtr Reporting Admins, that are used for
BO reporting.
Connection to the BO Server must be de ned in Infrastructure Administrator with the Batch Job Server variables SAP
BusinessObjects Server, SAP BusinessObjects Administrator Account Login Name, and SAP BusinessObjects
Administrator Account Password, see Batch Job Server Variables.
The Business Objects User Rights Synchronization and Business Objects Attribute Synchronization jobs need to be
enabled in SC System Services Batch Job Server Settings , see Con guring Batch Job Server (BJS) Settings.
To be able to view the BO monitoring dashboards or views, SAP Contact Center users need the following items:
A user’s BO login id is de ned in SC User and Role Management Users Authentication Business Objects , see Entering
Authentication Information.
A user has Statistics Details rights to objects to be monitored, such as agents, queues, outbound campaigns, and so on,
see User Rights Management.
A user has an e-mail address de ned in SAP Contact Center.
Note
SAP BusinessObjects cannot be used for monitoring data provided by Restful Monitoring Interface (RMI).
Reporting
The Reporting application of SAP Contact Center is a dynamic data warehouse for multidimensional OLAP analysis and SQL
based Datamart reporting. The actual reporting is carried out using Microsoft SQL Reporting Services.
This document introduces standard reports of SAP Contact Center Reporting. For more information about reporting data see
the following documents in the Operations section of SAP Contact Center On-Premise help portal:
Reporting Contact Handling Examples
Reporting Data Guide
Caution
The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this
software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the
software collects identi cation data for enabling the services and their invoicing, security and troubleshooting, protecting
the services against misuse and misappropriation, and further improvement of the software and services, and they must
assume the full responsibility for the use of the data collected.
As of SP04 and onwards, you can also view SAP Contact Center standard reports using SAP BusinessObjects (BO).
Note
As of 1711,
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Data Protection Office (DPO) may have anonymized some data on customer request, or data is anonymized
automatically based on the de ned personal data retention times.
Deletion of reporting data can be done by de ning the Reporting Database Server installation variable
Reporting Data Retention Time in Years in Infrastructure Administrator.
Reports with Microsoft Reporting Services

This documentation explains how to
Get started
View the reports
To view SAP Contact Center standard reports with Microsoft Reporting Services, you must have the Reporting environment
installed and con gured. For more information, see SAP Contact Center Installation Guide .
Getting Started
Prerequisites
Note
You must de ne the rights to view reports in Windows and SQL Reporting Services tools for a Windows user account. Rights
cannot be de ned on the SAP Contact Center side. For more speci c role de nitions than the basic one below, see
instructions in the SAP Contact Center Operation Guide .
You must have appropriate role de ned for your Windows user account. To de ne the role:
1. Browse (with administrator rights) to [address of Reporting website]/reports.
2. Choose Folder Settings Security New Role Assignment .
3. Enter the user or group name, and password.
4. Select the Use as Windows credentials when connecting to the data source checkbox.
5. Choose an appropriate role.
6. Choose OK.
For more information about con guring the Reporting application, see System Con gurator > Reporting Management, and
Online Monitoring > Settings > Reporting Settings
Procedure
1. Start the Internet Explorer and browse the page [address of Reporting website]/reports.
2. To open the set of reports, click the appropriate folder. The folder name is de ned during installation. If several time
zones are con gured to the system, the folder of other zones can be found on this same site.
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Language Settings
To choose the language, de ne the Internet Explorer language in Tools Internet Options Languages .
Note the following exceptions:
If the chosen IE language is not supported by SAP Contact Center, English is used. The list of supported languages is
available for example in Communications Desktop (CDT) application’s Settings view.
Language selection does not effect items above the actual report, such as search parameters and the View Report
button. They follow the language option used in the Microsoft SQL Server software. If the SQL software does not support
the language selected in Internet Explorer, the installation language is used.
Only the reports are available in different languages; the items saved in the database and displayed in the reports, such
as Outbound campaign comments, are available as they are entered in the database.
Viewing SAP Contact Center Reports in

Microsoft Reporting Services
1. To choose the report, click its title in the ContactCenter Reporting web page.
2. Set the values for the lter parameters above the actual report. If the parameters are not shown, click the small arrow
with a tooltip Show/Hide Parameters (in the SQL 2008 systems the arrow is in the middle of the view, in 2005 systems
it is on the right).
3. Click View Report.
The report is displayed with numeric columns in the upper part of the view, and the graphical view in the lower part of the view,
or on the second, or later, page. If there are several columns, you may need to scroll the browser window to the right to see
them all.
All reports have the following generic functions:
Selecting pages: If the report is extended on several pages, select the page with the buttons.
Zooming: Choose the zooming percentage from the Page Width pull-down menu.
Searching: Write the search term in the eld and click Find.
Links to other reports: Underlined parameter value in a report works as a link to another, related reports. For example,
you can open the monthly report from the annual one. The linked report uses the same lters as the original report.
Exporting reports: Choose the export format from the pull-down menu, and click the Export button.
Expanding and collapsing report description: Click the + and – signs in front of the report title.
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Basic UI Elements of a Report
Reports with SAP BusinessObjects

This documentation explains how to
Access the reports
View the reports
To view SAP Contact Center standard reports in BusinessObjects (BO), you must have the following:
The BO environment installed and con gured
For more information, see http://help.sap.com/pcat_analytics .
The SAP Contact Center standard reports package (the .lcmbiar le) installed and con gured
For more information, see SAP Contact Center Installation Guide .
A user has rights to view the reports
As of 1611: The SAP Contact Center user accounts are synchronized with BO system and there is no need to
cretae manuaaly a BO account if the following is ful lled:
Connection between SAP Contact Center and BO System is de ned with Batch Job Server variables in
Infrastrcuture Administrator.
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The Business Objects User Rights Synchronization jobs is enabled in SC System Services Batch Job
Server Settings .
User’s BO login id is de ned in SC User and Role Management Users Authentication , see Entering
Authentication Information.
User has Statistics Details rights to objects to be reported, see User Rights Management.
Before 1611: The user needs a BO account made in BO but as of 1608, the rights to view reported objects can be
de ned for a user in System Con gurator (SC). The user needs that:
User’s BO login id is de ned in SC User and Role Management Users Authentication .
User has Statistics Details rights to objects to be reported.
Accessing SAP Contact Center Reports in

SAP BusinessObjects
1. Open a web browser and enter the HTTP address to open the logon window: http://[BO_SERVER]:
[PORT]/BOE/BI, where BO_SERVER is your BusinessObjects server and [PORT] is the port number for the BI
platform, the default port is 8080.
2. Enter your user name and password.
The BI launch pad view opens.
3. Choose Documents Folders Public Folders SAP Contact Center Standard Reports .
The reports are listed on the user interface.
For setting preferences of BI launch pad, see http://help.sap.com/businessobjects .
Viewing SAP Contact Center Reports in SAP

BusinessObjects
1. Double-click the report you want to view.
A dialog window opens.
2. Choose the lter values in the Prompts dialog window and then click Run Query.
The report is displayed with the graphical view in the upper part of the view, and the numeric columns in the lower part of
the view.
The content of the reports is the same as in the Microsoft Reporting Services except that they are organized slightly
differently. For example, for Volume reports, there are no separate Annual and Monthly reports. Instead, they are
included in a same report. Additionally, the durations are listed in a separate report. Choose the Annual - Monthly
(Durations) tab to display the actual waiting and handling times. The report on the tab Daily (Durations) contains a link
to a Hourly report. Click a value in the Day column to display the hour values.
For descriptions about the content of the standard reports, see Standard Reports.
Standard Reports
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Standard Reports is the package of ready-made reports delivered with the software. It includes reports from the following
perspectives:
Agent Reports
Queue Reports
Volume Reports
Script Reports
Additionally, for those systems where Outbound Call Campaigns are run, a set of Outbound Reports is available in their own
folder.
There is also a table of OLAP Cubes Used in Standard Reports for advanced reporting users.
Agent Reports
Agent reports show events from the group and agent point of view. The following agent reports are available in the Standard
Reports:
Agent - Contact Handling Time, 4 reports: Annual, Monthly, Weekly, and Daily
Agent - Agent Contact Handling Time per Queue, 4 reports: Annual, Monthly, Weekly, and Daily
Agent - Contact Handling Volume, 4 reports: Annual, Monthly, Weekly, and Daily
Agent - Work Done, 4 reports: Monthly, Weekly, Daily, Quarter Hourly
Agent - Utilization
Agent - Contact Handling Volume

The reports show group- and agent-speci c volume statistics over different contact channels and time period. Reports are
based on the agent data in the cube CubCSSAgent. There are 4 reports; the annual, monthly, daily and hourly reports have
similar structure and data content, only reported time intervals are different.
Reports replace the Contact Handling report template of previous versions, and answer the needs of a multichannel contact
center, such as:
Are there any differences in contact handling rates between calls, e-mails and chats?
How many calls, e-mails and chats do my agents handle during a speci c time frame?
Which of my agents are the top performers in e-mail handling?
The Agent – Contact Handling Volume reports are sorted by Group – Agent – Time. The report is also expandable / collapsible
in this order.
To lter data displayed in the report, de ne lters above the report:
Filters
Filter Parameter Description
Year/Month/Week/Day Choose one of the years/months/weeks of the year/days available in the time dimension. The
default value is de ned by the day previous to the current day.
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Group Choose the group whose information you are interested in. The default value is All.
Agent Choose the agent. The default value is All.
The report includes reporting data for the following items:
Report Column Descriptions
Channel Column Description
Call Contacts Allocated Number of contacts allocated to the agent/group in the selected time
period.
Handled Number of handled contacts the agent/group has handled in the selected
time period.
Handled % Percentage of handled contacts of the allocated ones the agent/group has
handled in the selected time period.
Not Handled Calls Number of contacts rejected by the agent/group.

(Rejected)
Not Handled Calls Number of contacts that were not answered because of the system time
(Timeout) limit.
Response Time (Avg.) How long it took to answer to the call, average value.
Calls Out Number of outbound calls the agent/group has made in the selected time
period.
Consultation Calls Number of consultation calls the agent/group has made in the selected
time period.
E-Mail Contacts Allocated Number of e-mail contacts allocated to the agent/group in the selected
time period.
Handled Number of handled e-mail contacts the agent/group has handled in the
selected time period.
Response Time (Avg.) How long it took before the e-mail was answered. Average value.
E-Mail (Out) Number of e-mails the agent/group has sent in the selected time period.
Chat Contacts Allocated Number of chat contacts allocated to the agent/group in the selected
time period.
Handled Number of handled chat contacts the agent/group has handled in the
Response Time (Avg.) How long it took before the chat was answered. Average value.
Callback Contacts Allocated Number of callback requests allocated to the agent/group in the selected
time period.
Handled Number of handled callback requests the agent/group has handled in the
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Channel Column Description
Handled % Percentage of handled callback requests of the allocated ones the

agent/group has handled in the selected time period.
Response Time (Avg.) Agent’s or groups’s average response time to answer the callback
requests. The time includes all allocated callback requests, also the not-
handled ones.
SMS SMS (Out) Number of sent (outbound) SMS.
Agent - Contact Handling Time

The Agent Contact Handling Time reports show group- and agent-speci c contact handling times over time periods. Reports are
based on the data in the cube CubCSSContacts. There are 4 reports; the annual, monthly, weekly, and daily reports have
similar structure and data content, only the reported time intervals are different.
Reports replace the Contacts per Agent report of previous versions, and deliver agent productivity and performance metrics,
such as:
How long time my agents spend on average in contacts handling and wrap-up?
What is the contacts handling performance of my agents and teams?
How markable are performance differences between my teams, or individual agents?
The Agent - Contact Handling Time reports are sorted by Group – Agent – Time – Queue. The reports are also expandable /
collapsible in this order.
Filters
Year/Month/Day/Hour Choose one of the years/months/weeks of the year/days available in the time dimension. The
default value is de ned by the day previous to the current day.
Queue Choose the queue. The default value is All
Channel Choose the contact channel you are interested in of calls, e-mails, chats and SMSs.
Note
Reporting of transferred contacts’ handling and wrap-up times was changed in SP06 Patch 1.
A new calculated value TalkingTimeAgentInSeconds is used instead of contact’s total handling time
(TalkingTimeInSeconds). This change corrects the reported talking time in cases, where agent transfers calls to
internal or external number. Prior to SP06 Patch 1, the total duration of the call was reported to the agent who did
the transfer. From SP06 Patch 1 onwards the agent taking time is reported until the call transfer has been completed.
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The change may cause more e-mails to be displayed in reports than earlier, as the transferred e-mails are reported
as separate contacts. Reporting of transferred e-mails is now similar to calls and chats.
Wrap-up times may appear to be longer because the agent’s contact handling time ends now when he makes the
transfer request, and that also starts the wrap-up time, and the wrap-up made during the contact can be included in
Wrap-Up Time.
For more information about calculation changes, see the SP06 Patch 1 release note attached in the SAP Note 1924169.
Column type Column Description
Number Handled Number of handled contacts.
Handling Time Average Handling Time Average handling time in the selected time period, queue, channel, and
group/agent.
Maximum Handling Time Maximum handling time of a contact in the selected time period, queue,
channel, and group/agent.
Total Handling Time Handling time of all contacts in the selected time period, queue, channel,
and group/agent.
Wrap-Up Time Average Wrap-Up Time Average wrap-up time in the selected time period, queue, channel, and
group/agent.
Maximum Wrap-Up Time Maximum wrap-up time of a contact in the selected time period, queue,
Total Wrap-Up Time Wrap-up time of all contacts in the selected time period, queue, channel,
and group/agent.
Agent - Contact Handling Time per Queue

The Agent - Contact Handling Time per Queue reports show group- and agent-speci c contact handling times per queue.
Reports are based on the data in the cube CubCSSContacts. There are 4 reports; the annual, monthly, weekly, and daily
reports have similar structure and data content, only reported time intervals are different.
Agent - Contact Handling Time Per Queue reports replace the Contacts per queue report of previous versions, and deliver
agent and team contact handling performance metrics from the queue perspective. They answer the questions like:
What is the average contact handling time and wrap-up time in different queues?
How are the teams and agents performing in different queues?
Have there been any improvement or other trends in contact handling time in a speci c queue?
The Agent - Contact Handling Time per Queue reports are sorted by Queue – Time – Group – Agent. The reports are also
expandable / collapsible in this order.
Filters
Year/Month/Week/Day Choose one of the years/months/days available in the time dimension. The default value is
de ned by the day previous to the current day.
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Week Number of the week in a year.
Queue Choose the queue. The default value is All
Channel Choose the contact channel you are interested in of calls, e-mails, chats, and SMSs.
Group Choose the reporting group whose information you are interested in. The default value is All.
Note
Reporting of transferred contacts’ handling and wrap-up times was changed in SP06 Patch 1.
A new calculated value TalkingTimeAgentInSeconds is used instead of contact’s total handling time
(TalkingTimeInSeconds). This change corrects the reported talking time in cases, where agent transfers calls to
internal or external number. Prior to SP06 Patch 1, the total duration of the call was reported to the agent who did
the transfer. From SP06 Patch 1 onwards the agent taking time is reported until the call transfer has been completed.
The change may cause more e-mails to be displayed in reports than earlier, as the transferred e-mails are reported
as separate contacts. Reporting of transferred e-mails is now similar to calls and chats.
Wrap-up times may appear to be longer because the agent’s contact handling time ends now when he makes the
transfer request, and that also starts the wrap-up time, and the wrap-up made during the contact can be included in
Wrap-Up Time.
For more information about calculation changes, see the SP06 Patch 1 release note attached in the SAP Note 1924169.
Grouping data Queue Queue name
Time unit Time unit for limiting reporting data.
Group List of reporting groups where the agent belongs to.
Agent List of agents.
Handled Number of handled contacts.
Contact Handling Time Average Handling Time Average handling time in the selected time period, queue, channel, and
group/agent.
Maximum Handling Time Maximum handling time of a contact in the selected time period, queue,
Total Handling Time Handling time of all contacts in the selected time period, queue, channel,
and group/agent.
Wrap-Up Time Average Wrap-Up Time Average wrap-up time in the selected time period, queue, channel, and
group/agent.
Maximum Wrap-Up Time Maximum wrap-up time of a contact in the selected time period, queue,
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Total Wrap-Up Time Wrap-up time of all contacts in the selected time period, queue, channel,
and group/agent.
Agent - Work Done

The Agent – Work Done reports show group- and agent-speci c contact handling times per queue. Reports are based on the
data in the cube CubCSSAgents. There are 4 reports; the monthly, weekly, daily and quarter-hourly reports have similar
structure and data content, only reported time intervals are different.
Agent – Work Done reports faced substantial changes in the version 7 compared to previous versions. The Agent – Work Done
reports in the version 7 are entitled for multi-channel contact centers with multiple simultaneous contacts. Agent – Work Done
reports contain the working hour metrics, and provide managers with easy-to-digest information of what agents have been
doing during their working hours.
The Agent – Work Done reports are sorted by Group – Agent – time unit – pro le name. The reports are also expandable /
collapsible in this order.
Filters
Year/Month/Week/Day Choose one of the years/months/weeks of the year/days available in the time dimension. The default
value is de ned by the day previous to the current day.
Contact Allocation Choose if only the queue contacts are counted, or direct ones, or both of them. The default value is All
Contacts.
Grouping data Group List of reporting groups where the agent belongs to.
Pro le name Agent’s pro le.
Working Hours Service Time (Total) The total time when group/agents have been working in the selected time
period, allocation type, and group/agent.
Ready Time The total time when groups/agents have been with the status Ready in
the selected time period, allocation type, and group/agent.
Free Time The total time when groups/agents have been with the status Ready but
have had no incoming contacts in the selected time period, allocation
type, and group/agent.
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Not-Ready Time The total time when groups/agents have been with the status Not-Ready
in the selected time period, allocation type, and group/agent.
Pause Time The total time when groups/agents have been with the status Pause in the
selected time period, allocation type, and group/agent.
First Logon The timestamp of the rst logon.
Last Logoff The timestamp of the last logoff.
Handled Calls (In) Number of handled inbound calls.
Calls (out) Number of handled outbound calls.
Consultation Call Number of handled consultation calls. Added in SP04.
E-Mail (In) Number of handled inbound e-mails.
Chats (In) Number of handled inbound chat contacts.
Callbacks Count of handled call back request calls (Note: This is not handled
callbacks, since it may have required another call to become as handled).
Contact Handling Time Talking Time (In) Total inbound call talking time.
Talking Time (Out) Total outbound call talking time.
Consultation Time Total outbound consultation time.
E-Mails (In) Time Total inbound e-mail handling time. The time is active e-mail handling
time and does not contain time when e-mail is in pending list.
Chat Time Total chatting time.
Callback Time Total callback request calling time.
Wrap-up Total wrap-up time, contain scripting and resting times.
Agent - Utilization
The Agent - Utilization reports show statistics about agent utilization rates in different communication channels. There are 4
reports; the monthly, weekly, daily and quarter-hourly reports have similar structure and data content, only reported time
intervals are different. Reports are based on the data in the cube CubCSSAgents. The reports were added in 7.0 SP06, in
BusinessObjects reporting in SP08.
Note
Agent - Utilization reports require that the Reporting Database Server (Reporting Services) uses SQL 2008, or newer
version.
The Agent - Utilization reports can be sorted by Group – Agent – time unit. The reports are also expandable/collapsible in this
order.
To lter data displayed in the report, de ne the following lters above the report:
Filters
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Year/Month/Week/Day Choose one of the years/months/weeks of the year/days available in the time dimension. The default
value is de ned by the day previous to the current day.
Grouping data Group List of reporting groups where the agent belongs to.
UItilization (Total) Service Time (Total) Total time when agents have been logged on to the SAP Contact Center
system in the selected time period.
Contact Handling Time Total time when agents have been handling contacts in the selected time
period.
Utilization (Total) Percentage of the Contact Handling Time of the Service Time (Total).
Ready Time Total time when agents have been with the status Ready in the selected
time period.
Ready % Percentage of the Ready Time of the Service Time (Total).
Free Time Total time when agents have been with the status Ready but have had no
incoming contacts in the selected time period.
Free % Percentage of the Free Time of the Service Time (Total).
Not-Ready Time Total time when agents have been with the status Not-Ready (formerly
called as Paperwork) in the selected time period.
Not-Ready % Percentage of the Not-Ready Time of the Service Time (Total).
Pause Time Total time when agents have been with the status Pause in the selected
time period.
Pause % Percentage of the Pause Time of the Service Time (Total).
Inbound Calls Calls (In) Number of handled inbound calls within the selected time period.
Talking Time (In) Total inbound call talking time.
Wrap-up (Inbound Call) Total wrap-up time of inbound calls, contain scripting and resting times.
Call Utilization (In) Total inbound call utilization, the percentage of the sum of Talking Time
(In) and Wrap-up (Inbound Call) of Service Time (Total).
Outbound Calls Calls (Out) Number of handled outbound calls within the selected time period.
Talking Time (Out) Total outbound call talking time.
Wrap-up (Outbound Call) Total wrap-up time of outbound calls, contain scripting and resting times.
Call Utilization (Out) Total outbound call utilization, the percentage of the sum of Talking Time
(Out) and Wrap-up (Outbound Call) of Service Time (Total).
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E-Mails E-Mails (In) Number of handled inbound e-mails within the selected time period.
Talking Time (In) Total inbound e-mail handling time.
Wrap-up (E-Mail) Total wrap-up time of inbound e-mails, contain scripting and resting times.
E-Mail Utilization Total inbound e-mail utilization, the percentage of the sum of E-Mails (In)
and Wrap-up (Inbound E-Mail) of Service Time (Total).
Chats Chats (In) Number of handled inbound chat contacts within the selected time period.
Chat Time Time used for handling inbound chats, either single or multi-chats. When an
agent chats for 1 minute in a single chat session, and then 1 minute in a
multi-chat session with 2 chats, this time is 2 minutes.
Chat Time (Total) The sum of time periods used for handling inbound chats. When an agent
chats for 1 minute in a single chat session, and then 1 minute in a multi-
chat session with 2 chats, this time is 3 minutes.
Multi-Chat Time Time used for multi-chat sessions, where more than one inbound chats are
handled simultaneously. When an agent chats for 1 minute in a single chat
session, and then 1 minute in a multi-chat session with 2 chats, this time is
1 minute.
Wrap-up (Chat) Total wrap-up time of inbound chats, contain scripting and resting times.
Max. Simultaneous Chat The maximum number of simultaneous chat sessions. The maximum limit
Sessions can be de ned for an agent in the System Con gurator User and Role
Management Users Contact Settings .
Simultaneous Chats (Avg.) Average number of simultaneous inbound chat sessions, Chat Time (Total)
+ Wrap-up (Chat) / Service Time (Total).
Response Time (Avg.) Average of the response times to inbound chats.
Response Time (Med.) Median of the response times to inbound chats.
Chat Utilization Total inbound chat utilization, the percentage of the Chat Time + Wrap-up
(Chat)/Max. Simultaneous Chat Sessions of Service Time (Total).
Callback Requests Callback Requests Number of handled callback requests within the selected time period.
Callback Time Total handling time of callback requests.
Wrap-up (CBR) Total wrap-up time of callback requests, contain scripting and resting
times.
CBR Utilization Total utilization of callback requests, the percentage of the sum of
Callback Requests and Wrap-up (CBR) of Service Time (Total).
Queue Reports
Queue reports enable viewing the system from the queue point of view.
Queue - Serving Reports display information of the amount of agents serving in queues.
Queue - Skills Reports display information how the skill requirements of a queue are met.
Queue - Serving Reports

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Queue Serving Reports show information from the selected queue perspective. There are 3 reports; the daily, hourly and
quarter-hourly reports have similar structure and data content, only the reported time intervals are different. Reports are
based on the data in the cube CubCSSQueues.
Typical needs for this type of informations are:
How many agents on average were serving in a speci c queue in a speci c timeframe?
Was there a time when no agents were serving in a speci c queue, and if yes, for how long time?
What was the maximum number of agents serving in a speci c queue?
The report can be grouped by Queue and time unit. The report is also expandable / collapsible in this order.
Filters
Queue Choose the queue included in the report. The default value is All.
Month or Day Choose the month (for daily report) or day (for hourly or quarter-hourly report) you are interested
in. The default value is the month of the previous day or the previous day.
Service Status Column Description
Grouping data Queue The queue name.
Day, Hour, or Quarter Hour, The day, hour, or quarter of an hour.

according to the selected
report.
Serving Agents Serving Agents in Average Average number of serving agent in the reported interval. For example, in
an hourly report: if two agents have served 45 minutes and 30 minutes:
we get (45*60 + 30*60) / 60*60 ~ 1,63.
Min. Serving Agents Minimum number of agent serving on the reported interval. Note: When a
queue has not had any agent serving during the interval, the interval is not
reported for the queue at all.
Max. Serving Agents Maximum number of agents serving in the reported interval.
Min. Free Agents Minimum number of agents in the Ready status and being free to take
contacts in the reported interval.
Max. Free Agents Maximum number of free agents in the reported interval.
Time with Not Available Time with No Serving Time duration when no agent served in a queue.
Agents Agents
Time with No Free Agents Time duration when no agent was in the Ready status and free to take
contacts in a queue.
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Service Status Column Description
Time with Serving Agents Handling (Total) Total handling time of contacts that agents have picked up from a queue
(Cumulative)
When an agent picks for example a call from a queue, agent’s
work time is reported only for that queue. In some cases, agents
may handle two different contacts from different queues; in that
case the agent’s handling times are reported for both queues.
For e-mails, handling time is active during e-mail handling, not

during the time when e-mail is on the pending list.
Wrap-Up (Total) Time duration of wrap-up time that agents have spent after contact
handling. Time contain scripting and resting times.
Waiting Total Time duration of waiting time of agents (agents do not handle any
contacts)
Not Ready (Total) Time duration of Not Ready status
Pause (Total) Time duration of pause status (agents have had absence type pro le
active).
Queue - Skill Reports

Queue Skill Reports show information from the selected queue perspective. There are 3 reports; the daily, hourly and quarter-
hourly reports have similar structure and data content, only the reported time intervals are different. Reports are based on the
data in the cube CubCSSContacts.
Typical needs for this type of information are:
What kind of skills and skill combinations are most frequently required?
How well can we match the skill demand with the current agents?
Do I need to adjust the agent assignments, or routing parameters, or do I need to arrange targeted training for my
agents?
The report can be sorted by Queue and Skill. The report is also expandable / collapsible in this order.
There are two columns for each skill, and skills are listed in alphabetical order.
Filters
Year/Month/Day Choose one of the years/months/days available in the time dimension. The default value is
Queue Choose the queue of interest.
Channel Choose the contact type. The default value is All.
Queue Choose the queue. The default value is All.
Skill Requirement Choose the required skill levels included in this report. The default value is All.
Agent Skill Choose the skills and their levels of the agent included in this report. The default value is All.
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Response Choose the response types that are included in this report. The default values are Answered-in-
Time and Handled.
Column Description
Number Number of contacts having the speci ed skill.
Match % Percentage how the skill required by the contact and the answered
agent’s skills have matched.
NOTE: Contacts are not reported when a contact from a queue with skill de nition over ows to another queue that has the SC
Queue Management Queues Contact Management Clear Old Skills setting selected.
Volume Reports
Volume reports show the amount of contacts from the following points of view:
Annual, Monthly, Weekly, Daily, Hourly, and Quarter-Hourly Volume Reports
Volume Report – Service Level
Volume Report – Service Level (Cumulative)
Volume Report – Call Statistics This report was discontinued in SP04, as new Script Reports were introduced.
Volume Report – Contact Log
Volume Reports
Volume reports display information on quantity of contacts for the selected application, queue, and channel over the de ned
time period. The upper level includes links to lower level reports, thus, you can open a monthly report from the annual one.
Reports are based on the data in the cube CubCSSContacts.
There are 6 volume reports that have similar structure and data content, only reported time intervals are different. Volume
reports are Annual, Monthly, Weekly, Daily, Hourly and Quarter-Hourly.
Filters
Parameter Description
Year/Month Choose one of the years available in the time dimension. The default value is the year of the
previous day.
Month Choose one of the months ltered by the year selection. The default value is the month of the
previous day.
Application Choose the application you are interested in. The default value is All.
Queue Choose the queue you are interested in. The default value is All.
Channel Choose the channel. The default value is All.
The report includes reporting data for the following items.
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Note
In version 7.0 SP6 Patch 1 (7.0.6.100), a new column Completed was added, and it shows the contacts formerly shown in the
Arrived column. From that version onwards, the Arrived column shows all arrived contacts.
Information Displayed in Columns Arrived Completed
Versions until 7.0.6.0 -

Calls: answered and rejected calls
Chats and e-mails: arrived

contacts that are handled or
deleted
Versions from 7.0.6.100 onwards

Calls: all arrived calls Calls: answered and rejected calls
Chats and e-mails: all arrived Chats and e-mails: arrived

contacts contacts that are handled or
deleted
Column Type Column Description
Show Durations The columns below marked with the + sign may be shown or hidden. To display the hidden columns, click
the + sign in front of the Show Durations title, and to hide the columns, click the – sign.
Arrived Number Total number of arrived contacts.
Completed Number Total number of answered or rejected calls, and handled or deleted
contacts.
Added in version 7.0 SP6
Patch 1 (7.0.6.100) +Waiting (Avg.) Average waiting time of the arrived contacts.
+Waiting (Total) Total waiting time among arrived contacts.
Handled Number Total number of handled contacts.
% Percentage of handled contacts of arrived contacts.
Number (Answered-on- Number of calls with the waiting time less than or equal to the set
Time.) Answered-on-Time limit.
Service Level % Service level percent, calculated with formula 100 % * Answered-on-Time
/(Arrived – Service Closed – False Attempts)
Number (Transfer) Number of transferred contacts.
% (Transfer) Percentage of transferred contacts of all handled contacts.
Number (Over ow) Number of contacts over own from another queue.
% (Over ow) Percentage of over own contacts of all handled contacts.
+Waiting (Avg.) Average waiting time of the handled contacts.
+Waiting (Max) Maximum waiting time of the handled contacts.
+Waiting (Total) Total waiting time of the handled contacts.
+Handling (Avg.) Average handling time of the handled contacts.
+Handling (Max) Maximum handling time of the handled contacts.
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+Handling (Total) Total handling time of the handled contacts.
False Attempts Number Total number of false attempts, the calls that have been disconnected
before or at the False Attempt limit time.
% Percentage of false attempts of arrived contacts.
Abandoned Number Total number of abandoned contacts; the calls that have been
disconnected after the False Attempt limit time but have not been
handled nor transferred.
% Percentage of abandoned contacts of arrived contacts.
+Waiting (Avg.) Average waiting time of the abandoned contacts.
+Waiting (Max) Maximum waiting time of the abandoned contacts.
+Waiting (Total) Total waiting time of the abandoned contacts.
Service Closed Number Total number contacts that have arrived during the time when the service
is closed.
% Percentage of contacts that have arrived during the time when the service
is closed of arrived contacts.
Simultaneous Contacts Application Maximum concurrent inbound contacts in application level. Inbound calls
can be phone, voicemail or IVRs from internal or external number.
Queue Maximum concurrent inbound contacts in queue level. Inbound calls can
be phone, voicemail or IVRs from internal or external number.
Volume Report - Service Level

Report Volume – Service Level displays statistic for service level % and handling %. Report is based on the data in the cube
CubCSSContacts.
Note
Contacts that arrive when the service is closed are counted only into the Service Closed count. To report arrived, handled,
abandoned and other statistics for forwarded service closed contacts, use an IVR application to transfer these contacts to
another queue by choosing the option Forwarding Number When Service Closed in System Con gurator Queue
Management Queues Contact Management Forwarding Forwarding Options . To report arrived, handled, abandoned and
other statistics for all contacts regardless of their arrival time, do not use service closed schedules for these queues whose
contacts are handled by over owing them to another queue.
Filters
Year Choose one of the years available in the time dimension. The default value is the year of the
previous day.
previous day.
Day Choose one of the days ltered by the month selection. The default value is the previous day.
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The report includes reporting data for the following items for the set search parameter values:
Column Description
Quarter Hour 15 minutes intervals, interval’s start time.
Completed* Total number of arrived contacts.
Handled % Handling percent. Calculated with formula 100% * Handled / (Arrived – Service closed – False
attempt).
Answered-on-Time Number of calls that are handled and have waiting time less than (or equal to) the threshold
value.
Service Level % Service level. Calculated with formula 100% * Answered on time / (Arrived – Service closed –
False attempt).
Over ow Number of over own contacts. Over ow means that contact has arrived to one queue but
handled in another.
False Attempts Number of false attempt calls. Calls are not handled and waiting time has been less then or
equal to the threshold value for false attempts.
Abandoned Number of abandoned contacts. Calls are not handled and waiting time has been more than the
threshold value for false attempts.
Service Closed Number of contacts that have arrived outside scheduled working time.
* The column name was changed from Arrived to Completed in 7.0 SP06 Patch 1. For more information, see Volume Reports.
Volume Report - Service Level (Cumulative)

Volume report – Service Level (Cumulative) displays statistic for service levels with threshold values. Report is based on the
Filters
previous day.
previous day.
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Column Description
Interval Waiting time interval in 5 seconds steps
Handled Number of handled contacts
Handled (Cumulative) Number of handled contacts until speci c interval end time. For example 025-030 include all
handled contacts having waiting time 0 – 30 seconds.
Queued (Total) All queue contacts calculated as Arrived – Service closed – False attempts (This is
same as Handled + Abandoned).
Service Level (Cumulative) Service level value that is reached by current waiting time. Calculated with formula 100 % *
Handled (Cumulative)/ Queued (Total)
Abandoned (Cumulative) Number of abandoned contacts until speci c interval end time. For example 025-030 include all
handled contacts having waiting time 0 – 30 seconds.
Abandoned (Total) All abandoned contacts.
Abandoned % (Cumulative) Abandoned % value that is reached by current waiting time. Calculated with formula 100 % *
Abandoned (Cumulative)/ Abandoned (Total).
Volume Report - Call Statistics

Note
This report is discontinued in SP04 as a group of script reports is added.
Call Statistics report is for basic information of call related statistic that is tagged during or after a call. Only selectable options
are included, for example free texts are not reported. Often there is no other statistics but for handled contacts.
Filters
previous day.
previous day.
Script Choose the scripts included in reporting. The default value is All.
Question Choose the questions included in reporting. The default value is All.
Answer Choose the answers included in reporting. The default value is All.
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Column Description
Day List of days
Queue List of queues per day
Script List of used scripts by queues
Question List of used questions by scripts
Answer List of used answers by

questions
Arrived Number of arrived contacts
Volume Report - Contact Log

Volume report Contact Log shows detailed contact information. Query points to datawarehouse with SQL technique. Results
are limited to 200 000 rows. Report parameter listing is based on the data in the cube CubCSSContacts.
Filters
Day Choose one of the days ltered by the month selection. The default value is the previous
day.
Quarter-Hour Choose one of the quarter hours ltered by the day selection. The default value All.
Channel Choose the channels included in reporting. The default value is All.
The report includes reporting data for the following items for the set search parameter values.
The table can be sorted by any column ascending or descending. To sort a column, click the double arrow icon by the column
name. The rst click sorts the column ascending, and the second click descending. If the table is sorted by any of the columns,
the row numbers are updated, they are always 1, 2, 3...
Note
Reporting of transferred contacts’ handling times was changed in SP06 Patch 1, and new columns were added to this report,
see the table below. For all reporting changes, see the SP06 Patch 1 release note attached in the SAP Note 1924169.
Column Description
Row Incremental row counter.
Day Day of contacts (based on disconnection / handling time).
Application Application, where the contact originally arrived.
Queue (Original) Queue, where the contact originally arrived. Column name changed in SP06 Patch 1.
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Column Description
Queue (Final) Queue, where the contact nally was handled. Added in SP06 Patch 1.
Channel Contact categorized to the channels used in datawarehouse and channel dimensions
Agent Agent who answered or created the contact.
Start Time Arrival time of the contact.
End Time End time of the contact
Source (A Number) Source address of the contact. Column name changed in SP06 Patch 1.
Destination (B Number) Destination address of the contact. Column name changed in SP06 Patch 1.
Waiting Time (Total) Contacts’s total waiting time. Column name changed in SP06 Patch 1.
Waiting Time (During Service Times) Contacts’s waiting time for e-mails; time when the service is closed is excluded. Added in SP06
Patch 1.
Handling Time (Total) Contacts’s total handling time. Column name changed in SP06 Patch 1.
Handling Time (Agent) Contacts’s handling time per agent. Added in SP06 Patch 1.
Wrap-Up (Agent) Wrap-Up time for per agent. Changed in SP06 Patch 1: the wrap-up made during the contact is
included as well, earlier the wrap-up was limited to the time after the contact was closed.
Status Contact’s response type that is used in datawarehouse and response dimension
Transfer Time Time when the contact was transferred. Added in SP06 Patch 1.
Contact ID Contact’s unique ID. Added in SP06 Patch 1.
Script Reports
Script reports provide statistics of data that is formed during or after a call when a script is used. Also opt-in and survey IVR’s
generate script results if the corresponding script name is de ned ion Survey IVR Settings, and questions and answers for
Reporting are de ned in appropriate expressions of menu, choice and field elements.
Only selectable items are included in reports, not free-text answers, except the answers that are entered in IVRs with the
field element. In that case, up to 2–digit answers can be reported.
The following reports are available:
Script Result - Volume
Script Result - Queue Volume
Script Result - Queue Volume per Day
Script Result - Agent Group Volume
Script Result - Agent Volume
All script reports have same graphs that show numbers of answers per questions.
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Graphical Display of Script Reports
Script Result - Volume

Script Result - Volume report shows information on questions and answers of a script. Reports are based on the data in the
cube CubCSSContacts.
Filters
previous day.
previous day.
Group Choose the reporting group of agents you want to see in the report.
Agent Choose the agent(s) you are interested in.
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Column Description
Saved Scripts/Questions Number of saved scripts and questions
Script Name Script name.
Script Question Question text
Script Answer Texts for each answer option
Number of Answers Numbers of given answer options. If answers are numeric options, their average is shown as
well.
Answers / Question Number of answers per saved questions (x100). Note that if the customer has chosen more than
one answer option, the sum of the percentages can be over 100.
Script Answers / Saved Scripts Number of answers per saved scripts (x100). Note that if the customer has chosen more than
Script Result - Queue Volume

Script Result - Queue Volume report shows information on questions and answers of a script per each queue. Reports are based
on the data in the cube CubCSSContacts.
Filters
previous day.
previous day.
Column Description
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Column Description
Queue Queue’s name
Saved Scripts/Answered Calls Percentage of how large a portion of answered calls result to a script.
well. For survey IVRs, averages are calculated only if it is enabled when the question is de ned
in the menu or field element.
Script Result - Queue Volume per Day

Script Result - Queue Volume per Day report shows information on questions and answers of a script per each queue. Report is
based on the data in the cube CubCSSContacts.
Filters
previous day.
previous day.
Column Description
Day Reported date
Queue Queue’s name
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Column Description
Saved Scripts/Answered Calls Percentage of how large a portion of answered calls result to a script.
Script Result - Agent Group Volume

Script Result - Agent Group Volume report shows information on questions and answers of a script per a group of agents. The
groups can be de ned in System Con gurator Reporting Reporting Groups . Reports are based on the data in the cube
CubCSSContacts.
Filters
previous day.
previous day.
Agent Choose the agent you are interested in. The default value is All.
Column Description
Group Agent group’s name. The groups can be de ned in System Con gurator Reporting Reporting
Groups .
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Column Description
Script Result - Agent Volume

Script Result - Agent Volume report shows information on questions and answers of a script per each agent. Reports are based
on the data in the cube CubCSSContacts.
Filters
previous day.
previous day.
Agent Choose the agent you are interested in. The default value is All.
Column Description
Agent Agent’s name
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Column Description
Outbound Reports
The following Outbound campaign related reports are published in a speci c reporting folder. The outbound reports contain four
major categories:
Call statistics, providing outbound call volume metrics, and information about campaign progress from both the agent
and campaign perspective.
Campaign result statistics, providing information on how is the campaign performing in terms of the desired outcome
(such as successful sales calls).
Dialer result statistics, providing information of the calling success, and the call list quality.
Script result statistics, providing statistical information of the campaign script answers.
Reports are based on CubCSSContacts and CubCSSAgents statistics.
The following Outbound reports are included in the Standard Reports:
Agent Call Reports
Agent Results Reports
Campaign Call Reports
Campaign Results Reports
Classi er Result Reports
Script Reports
Outbound Campaign - Agent Calls

The reports show how agents have served in Outbound call campaigns, and how they have succeeded in handling customers
during the campaign. There are 3 reports; the annual, monthly, and daily reports have similar structure and data content, only
the reported time intervals are different. Reports are based on the data in the cube CubCSSAgents.
Filters
Year/Month/Day/ Choose one of the years/months/days available in the time dimension. The default value is
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Campaign Choose the campaign.
 Note
There is no default value; report is not shown until a campaign has been selected.
Grouping data Time unit Time unit for limiting reporting data.
Campaign Information Campaign Name Displayed campaign name, de ned in the SC as one of the campaign
attributes.
Customers (Total) Total number of customers. The number may change during campaign.
Campaign Handling Number of Allocated Number of customers that are allocated for the speci ed agent.
Summary Customers
Dialled Calls Number of campaign calls the agent has made. The formula is Handled –
(Skipped + Rejected).
Answered Calls Number of Handled calls.
Handling Durations. Logged On (Total) Total serving time in Outbound campaigns

Durations contain only the
time when the agent has Waiting (Total) Total waiting time
been serving in Outbound
Waiting (Avg.) Average waiting time; calculated from formula: Total waiting time /
Campaigns.
Allocated calls (/customers)
Preview (Total) Total previewing time
Preview (Avg.) Average waiting time; calculated from formula: Total preview time /
Calling (Total) Total call access time. The time that the agent waits for the customer to
answer.
Calling (Avg.) Average call access time. The time that the agent waits for the customer
to answer, calculated from the formula Total call access time / dialled
calls.
Talking (Total) Total talking time
Talking (Avg.) Average talking time; calculated from formula: Total waiting time /
Answered calls
Wrap-Up (Total) Total wrap-up time .
Wrap-Up (Avg.) Average wrap-up time; calculated from formula: Total waiting time /
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Pause (Total) Total pausing time. Since current Outbound-pause functionality log an
agent off from Outbound Campaign, agent is not reported at that moment
as in “Outbound Serving” and pause time remains 0. Value reserved for
future use.
Talking Ratio Ratio of talking to serving time. Calculated with formula: Calling / serving
time.
Outbound Campaign - Agent Results

The reports show the agent’s and group’s results of Outbound call campaigns. There are 3 reports; the annual, monthly, and
daily reports have similar structure and data content, only the reported time intervals are different. Reports are based on the
Filters
 Note
Show Details When + sign is displayed in front of the title, the columns marked below with + are hidden. To display the
hidden columns, click the + sign.
When – sign is displayed in front of the title, the columns marked below with + are displayed. To hide the
columns, click the – sign.
Campaign Name Displayed campaign name, de ned in the SC as one of the campaign
attributes.
Campaign Details Number of Allocated Number of customers that are allocated for the speci ed agent.
Customers
+Dialled Calls Number of campaign calls the agent has made. Calculated as Handled –
+Answered Calls Number of handled calls.
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+Answered % Percentage of answered calls of dialed calls. Calculated as % * Answered

calls / Dialed calls.
Total Handled Customers Number of campaign calls the agent has made. Calculated as Handled –
Right Customer Reached Number of handled calls.
Number of Refusals Number of calls with the call result Refusal.
+Redial Scheduled Number of calls classi ed with Redial.
+Skipped Number of calls agents have skipped during the campaign.
+Rejected Number of calls agents have rejected during the campaign.
+Wrong numbers Number of calls having the call result Wrong Number
+Handled: Other Reason Number of handled customers that are not classi ed with any speci ed
reason.
Successful Calls Number of calls with the call result Successful.
Campaign Results Order Value Total value of orders received in the campaign.
Summary.
Agent Gain % of All Percentage of success customer vs. total number of customers.
Handled Customers Calculated with formula: 100%* Successful Calls / Total Customers.
Agent Gain % of Reached Percentage of successful calls vs. Right Customer Reached. Calculated
Customers with formula: 100% * Successful Calls / Right Customer Reached.
Outbound Campaign - Campaign Calls

The reports show call statistics in Outbound call campaigns. There are 3 reports; the annual, monthly, and daily reports have
similar structure and data content, only the reported time intervals are different. Reports are based on the data in the cube
CubCSSAgents.
Filters
Year/Month/Day/ Choose one of the years/months/days available in the time dimension. The default value is
 Note
4/8/2019
Campaign Name of Outbound Campaign
Customers (Total) Number of customers. This value may change during campaign.
Campaign Handling Number of Allocated Number of customers that are allocated for the speci ed agent.
Summary Customers
Dialled Calls Number of campaign calls the agent has made. The formula is Handled –
Answered Calls Number of handled calls.
Total Handled Customers Number of handled customers in reported time.
Total Handled (Cum.) Number of handled customers cumulated until reported time.
Not Handled Customers Number of not handled customer. Calculated from Total customers – Total
handled customers
Handling Durations Logged On (Total) Total serving time in Outbound campaigns
Waiting (Total) Total waiting time
Waiting (Avg.) Average waiting time; calculated from formula: Total waiting time /
Allocated calls (divided by customers when viewed by customers)
Preview (Total) Total previewing time
Preview (Avg.) Average waiting time; calculated from formula: Total preview time /
Allocated calls (divided by customers when viewed by customers).
Calling (Total) Total call access time. The time that the agent waits for the customer to
answer.
Calling (Avg.) Average call access time. The time that the agent waits for the customer
to answer, calculated from the formula Total call access time / dialled
calls.
Talking (Total) Total talking time
Talking (Avg.) Average talking time; calculated from formula: Total waiting time /
Answered calls
Wrap-Up (Total) Total wrap-up time .
Wrap-Up (Avg.) Average wrap-up time; calculated from formula: Total waiting time /
Pause (Total) Total pausing time. Since current Pause function in Outbound logs an
agent off from the campaign, pausing time cannot be reported at the
moment and pause time remains 0. Value reserved for future use.
Talking Ration Ration of talking vs. serving time. Calculated with formula: Calling /
serving time.
Outbound Campaign - Campaign Results

The reports show how Outbound call campaigns have succeeded. There are 3 reports; the annual, monthly, and daily reports
have similar structure and data content, only the reported time intervals are different. Reports are based on the data in the
cube CubCSSContacts.
4/8/2019
Filters
 Note
Show Details When a + sign is displayed in front of the title, the columns marked below with + are hidden. To display
the hidden columns, click the + sign.
When a – sign is displayed in front of the title, the columns marked below with + are displayed. To hide
the columns, click the – sign.
Campaign Name Displayed campaign name, de ned in the SC as one of the campaign
attributes.
Customers (Total) Number of customers
Campaign Handling Total Handled Customers Number of handled customers in reported time.
Summary
Total Handled (Cum.) Number of handled customers cumulated until reported time.
Handled % Percentage of total handled customers of total customer number.
Not Handled Customers Number of not handled customer. Calculated from Total customers – Total
Handled Customers
Not Handled % Percentage of not handled customers.
+Campaign Details +Number of Allocated Number of customers that are allocated for the speci ed agent.
Customers
+Dialled Calls Number of campaign calls the agent has made. The formula is Handled
– (Skipped + Rejected).
+Answered Calls Number of handled calls.
+Number of Refusals Number of dialed calls having customer result Refusal
+Max Retry Reached Number of calls where the maximum number of redials has been reached
(customer result MAXCALLS)
+Rejected Number of calls agents have rejected during the campaign.
+Wrong numbers Number of calls having the call result Wrong Number
+Handled: Other Reason Number of handled customers that are not classi ed with any speci ed
reason.
Campaign Results Successful Calls Number of calls with the call result Successful.
Summary.
4/8/2019
Order Value Total value of orders received in the campaign.
Campaign Gain % of All Percentage of successful calls of total number of customers. Calculated
Customers with formula: 100%* Successful Calls / Total Customers.
Campaign Gain % of Percentage of successful calls of Right Customer Reached. Calculated

Reached Customers with formula: 100% * Successful Calls / Right Customer
Reached.
Outbound Campaign - Classi er and Agent

Classi er Results
The classi er reports provide statistical information of the campaign script answers. There are 3 reports by time and campaign
(without agent information, added in SP04); the annual, monthly, and daily, and 3 reports grouped by time, campaign and agent.
Reports are based on the data in the cube CubCSSContacts.
The Classi er Reports are grouped by time unit – Campaign Name – Agent Name.
Filters
 Note
Call Result Choose the call results of your interest. The default value is All.
Customer Result Choose the customer result of interest. The default value is All.
Campaign Information Year/Month/Day Choose the time period of your interest.
Campaign Name Name of the Outbound call campaign
Agent Agent name
Customers (Total) Total number of customers. The number may change during
campaign.
Number of Allocated Customers Number of customers that are allocated for the speci ed agent.
Call Results Customer Result Technical call result
4/8/2019
Name of Call Result Call result as it is shown in CDT user interface.
Number Number of de ned call results.
Percentage Percent of each call result per agent of all call results.
Outbound Campaign - Script Reports

Script Reports show information of the optional scripts used in Outbound campaigns. There are 3 reports; the annual, monthly,
and daily reports have similar structure and data content, only the reported time intervals are different. Reports are based on
the data in the cube CubCSSContacts.
Reports are grouped by Year/Month/Day and Campaign Name.
Filters
Campaign Name Choose the campaign.
 Note
Script Choose the call results of your interest. The default value is All.
Question Choose the question that will be included in reporting.
Column Description
Campaign Name Campaign name
Answered Calls Number of answered calls in the campaign and time frame.
Saved Scripts Number of saved scripts.
Saved Scripts / Answered Calls Number of saved scripts per answered calls.
Script Name Name of the script.
Script Question Questions of the script
Script Answers Answers of the script questions
Number Number of the answers
Script Answers / Answered Calls Ratio of saved script answers versus answered calls.
4/8/2019
Column Description
Script Answers / Saved Scripts Ratio of saved script answers versus saved scripts.
OLAP Cubes Used in Reports

Report CubCSSContacts CubCSSAgents CubCSSQueues
Agent - Contact Handling Time – Annual, Monthly, Weekly, and Daily Yes N/A N/A
Agent - Contact Handling Time per Queue – Annual, Monthly, Weekly, and Yes N/A N/A
Daily
Outbound Campaign - Agent Classi er Results – Annual, Monthly, and Daily Yes N/A N/A
Outbound Campaign - Agent Results – Annual, Monthly, and Daily Yes N/A N/A
Outbound Campaign - Campaign Results – Annual, Monthly, and Daily Yes N/A N/A
Outbound Campaign - Classi er Reports – Annual, Monthly, and Daily Yes N/A N/A
Queue - Skill Reports – Daily, Hourly, Quarter-Hourly Yes N/A N/A
Script Result Reports – Volume, Queue Volume, Queue Volume per Day, Yes N/A N/A
Agent Group Volume, and Agent Volume
Outbound Campaign - Script Reports – Annual, Monthly, and Daily Yes N/A N/A
Volume Report - Service Level and Volume Report - Service Level Yes N/A N/A
(Cumulative)
Volume Reports – Annual, Monthly, Weekly, Daily, Hourly, and Quarter-Hourly Yes N/A N/A
Agent Contact Handling Volume – Annual, Monthly, Weekly, and Daily N/A Yes N/A
Agent - Utilization – Monthly, Weekly, Daily, and Quarter-Hourly N/A Yes N/A
Agent - Work Done– Monthly, Weekly, Daily, and Quarter-Hourly N/A Yes N/A
Outbound Campaign - Agent Calls – Annual, Monthly, and Daily N/A Yes N/A
Outbound Campaign - Campaign Calls – Annual, Monthly, and Daily N/A Yes N/A
Queue - Serving Reports – Daily, Hourly, and Quarter-Hourly N/A N/A Yes

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4/8/2019

Monitoring and Reporting

SAP Contact Center | 7.0

For more information, please visit the SAP Help Portal.

Monitoring and Reporting

Managing Settings and Rights

User Interface Elements

Symbols used in the user interface are listed in Icons.

User Interface Elements

Icons Used in Monitoring

Reduce the user interface size.

Expand the user interface size.

Minimize the user interface size.

Maximize the user interface size.

Go to the rst, previous, next or last page, correspondingly.

Manage active contacts.

View a data graph in the Summary View.

Enter or update changed values.

Open statistic data table from the toolbar.

Indicates that the agent has rights to works as an external agent;

* (Asterisk) When displayed after the status Abandoned*, the asterisk

In Contact View, the ! column displays this for an e-mail that is

Menu Item Function

File Reload Reloads Monitoring application.

Exit Closes the application.

Tools Settings Enables de ning Monitoring settings, see

Queues Opens the queue statistics view.

Reporting Settings Enables managing Reporting application, see

Customizing Links dynamically to the custom made les that

Help Application Help Displays the online help.

About Displays the software version information.

Button for expanding and reducing the view.

Views Opened from Side Navigation Panel Information

Summary Current statistics of contacts in diﬀerent channels graphically and

Contact View Contact details.

Script View Questions and answers collected in scripts, or in opt-in or survey

Views Opened from Toolbar Buttons Information

You may also need to adjust localization-related issues.

Managing Settings and Rights

3. To de ne Reporting Application Settings choose Tools Reporting Settings .

Access Rights for Monitoring

The following rights are used for Online Monitoring:

Supervisor-Related rights enable supervising other agents with Supervisor Tools.

To monitor agents, you need some or all of the following rights:

Statistics Summary rights

Statistics Detail rights.

Statistics Summary rights

To monitor Outbound campaigns:

Statistics Summary rights for speci c or all campaigns.

User Interface Settings

You can adjust the following settings:

Agents’ Active Contacts

View Template Settings

Graph Maximum Value Critical Limit Warning Limit

Calls: Longest Waiting Time 20 15 10

Calls: Avg. Waiting Time 20 15 10

Calls: Avg. Talking Time 90 60 45

Calls: Avg. Hang-up Time 60 45 30

Calls: SL of 30 Min 100 (permanent) 80 90

Calls: SL of 2 Hours 100 (permanent) 80 90

Calls: SL of 1 Day 100 (permanent) 80 90

Graph Maximum Value Critical Limit Warning Limit

E-Mails: Longest Waiting Time 600 480 300

E-Mails: Avg. Waiting Time 300 240 120