Working with Contact Center Constraints

This is represented by the % of Number of calls presented/Number of calls that met the service level

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter a value (if needed).
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint searches for the name of the agent (extension) who takes care of the transaction.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for data appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the name. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range.
Alternatively, click the Look Up button to open a Select Value screen where you can search for names.
After selecting the values at the Select Value screen, click OK to save the selections.
The values will then appear in the constraint dialog box text box and will be part of the search criteria.

This contact center constraint is used to exclude or include particular state events in the detail section.

To use the Agent State constraint dialog box, follow these steps:

Click the check box next to each agent state you want included in the search.
The selected call type or types will be part of the search criteria.
If you click the Select All button, all choices for that constraint will be selected.

Note: The Select All button provides a more convenient method of selecting all choices except one or two. For example, when all agent states except inbound are required, click the Select All button and then deselect Internal.

Click the Clear All button to remove all selections from the search criteria.

This is represented by the total handle time/ # of calls handled

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This is represented by the total hold time/ # of calls handled

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This is represented by the total talk time/ # of calls handled

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

These are the unformatted digits that show what was received from caller id.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint will filter the phone number making the call.

Note: Original Called Party Number is a term specific to Cisco Unified Communications Manager.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint indicates the calls that are handled by an agent

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter a value or values (if needed).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This is indicated by the % of number of calls handled /number of calls presented that met the service level

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter a value (if needed).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint indicates the total number of calls for inbound and outbound made from dialer.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter a value (if needed).
The value you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint searches on the name of the Contact Center that dealt with the call queries.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for names appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the name or names. If entering multiple values, use a semi-colon to separate each one.
Alternatively, click the Look Up button to open a Select Value screen where you can search for values specific to the field name chosen.
After selecting the data at the Select Value screen, click OK to save the selections.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

This field provides data for the IVR (Interactive Voice Response) script used by the Contact Center for the queue.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for names appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the name or names. If entering multiple values, use a semi-colon to separate each one.
Alternatively, click the Look Up button to open a screen where you can search for values specific to the field name chosen.
After selecting the data from this screen, click OK to save the selections.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

This constraint defines the reason for a state change.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for names appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the name or names. If entering multiple values, use a semi-colon to separate each one.
Alternatively, click the Look Up button to open a screen where you can search for values specific to the field name chosen.
After selecting the data from this screen, click OK to save the selections.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

This is a field that provides the extension (team) to which a person belongs to, e.g. Support.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for names appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the name or names. If entering multiple values, use a semi-colon to separate each one.
Alternatively, click the Look Up button to open a screen where you can search for values specific to the field name chosen.
After selecting the data from this screen, click OK to save the selections.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

This constraint contains a group of check boxes that let you select the call type or types you want included in your search.

To use the Contact Center Call Type constraint dialog box, follow these steps:

Click the check box next to each call type you want included in the search.
The selected call type or types will be part of the search criteria.
If you click the Select All button, all choices for that constraint will be selected.

Note: The Select All button provides a more convenient method of selecting all choices except one or two. For example, when all call types except internal are required, click the Select All button and then deselect Internal.

Click the Clear All button to remove all selections from the search criteria.

This constraint lets you include or exclude calls based on their duration, and is formatted as HH:MM:SS. If you enter just a "3", it is assumed you mean 00:00:03 (3 seconds).

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint searches on the reporting extension that either made an outgoing call or received an incoming call.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for data appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range.
Alternatively, click the Look Up button to open a Select Value screen where you can search for data based on extension table (two columns: Extension and Owner Name).
After selecting the data from the Select Value screen, click OK to save the selection.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

There are two conditions for the Final Called Party Number constraint:

For forwarded calls, this constraint filters on the last party to receive the call
For non-forwarded calls, this constraint filters on the original called party

Note: Final Called Party Number is a term specific to Cisco Unified Communications Manager.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint indicates the time a call is placed on hold.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria (in seconds).

This constraint indicates the largest single handle time for a call.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria (in seconds).

This constraint indicates the largest single handle time for a call.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria (in seconds).

This constraint indicates the largest single talk time for a call.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria (in seconds).

This constraint will filter on the phone number that was originally called and after any digit translations have occurred.

Note: Original Called Party Number is a term specific to Cisco Unified Communications Manager.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint allows you to search for calls with a specific digits dialed pattern.

Note: You must include the leading 1 for long distance or 011.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for values appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
Alternatively, click the Look Up button to open a Select Value screen where you can search for values specific to the field name chosen.
After selecting the values at the Select Value screen, click OK to save the selections.
The values will then appear in the constraint dialog box text box and will be part of the search criteria.

This constraint indicates the location or name of where the calls reside prior to being answered by agents.

This type of constraint dialog box uses a Look Up button that opens a screen where you can search for data appropriate to the selected field name. To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range.
Alternatively, click the Look Up button to open a Select Value screen where you can search for data based on queue table (two columns: Queue and Contact Center).
After selecting the data from the Select Value screen, click OK to save the selection.
The data will then appear in the constraint dialog box text box and will be part of the search criteria.

This constraint indicates the time taken before calls were routed and then answered.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds). For example, 10.
The values you enter will be a part of the search criteria (in seconds).

This constraint lets you include a specific ring time, or a ring time equal to or greater than, or a ring time equal to or less than a specified ring time before a call is answered in the report.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.

This constraint contains controls that let you select the calls that were at or below the threshold for time in queue, and you want included in your search.

To use the service level met constraint dialog box, follow these steps:

Select the control next to each transfer type you want included in the search.
The selected type or types will be part of the search criteria.

This constraint defines how long was the time duration for a particular state.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in hours, minutes and seconds - hh:mm:ss).
The value you enter will be a part of the search criteria (in seconds).

This constraint indicates the talk time for an agent to talk to another person

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator. Choices are: Includes, <=, =>.
In the text box, enter the value (in seconds).
The value you enter will be a part of the search criteria (in seconds).

This constraint contains controls that let you select the transfer call type or types you want included in your search.

To use the Transfer Type constraint dialog box, follow these steps:

Select the control next to each transfer type you want included in the search.
The selected type or types will be part of the search criteria.

This constraint lets an agent enter information about a call during their wrap up time.

To use this type of constraint dialog box, follow these steps:

From the drop-down list box, select an operator.
In the text box, enter the value or values. If entering multiple values, use a semi-colon to separate each, and a hyphen to indicate a range. For example, 7117;7119;7121-7131.
The values you enter will be a part of the search criteria.

Tip: The text box in some constraint dialog boxes indicate how the search criteria are to be formatted.