CMS and PC Mapping to IQ (Reports and Measures)
The document maps the CMS and PC reports and measures to the closest IQ reports and measures. Differences are also noted. In some cases working definitions are also provided; the official definitions can be found in the customer documentation. The mapping provided is one-way only (i.e., there is no mapping from IQ back to CMS or PC). Measures that are in IQ that are not in either CMS or PC are not included in this document.
This document has separate tables for CMS and PC and separate tables for reports and report measures (headings on reports) and data items.
This document is intended for:
1. Persons trying to troubleshoot data differences between CMS or PC and IQ.
2. Persons trying to recreate equivalent custom reports
In general, IQ has CMS equivalent or improved data. IQ includes much more detailed data and aggregated interval data is focused primarily on the key performance indicators.
Avaya IQ uses a dimensional data base where the facts are stored in separate tables from the dimensions. Dimensions are data used to categorize, filter or view the facts. For example, you might want to view the data for a given agent or queue group, a particular time period, contact direction, or time zone. Dimensions are things you want to view the data by. The advantage of a dimensional data model allows you to look at all the facts in a table by all the dimensions. In CMS when a new feature such as direct agent calling was added, an entire set of new measures (facts) had to be added. In Avaya IQ direct agent calls are identified by two dimensions and all contact-related facts are available for e direct agent calls.
Avaya IQ provides agent data by queue and routing point (CMS has agents by queue). There reports use detailed data. Agents in IQ are listed by work group in standard reports (CMS lists agents by work group and queue). In Avaya IQ non-contact associated states are not attributed to a queue as they arbitrarily are in CMS. Non-contact time is reported on in work group reports by agent and work group using aggregated data.
On CMS these are reported against the agent's first primary skill. In IQ contacts that are not associated with any queue are reported on against the 'none' queue. The 'none' queue must be added to the queue group to report on extension calls in IQ. On CMS only extn calls that are routed through a VDN are reported against the VDN. On IQ extn calls that are not routed through a VDN are reported against the 'none' routing point.
Calls to the 'none' queue and routing point will only have interaction and hold counts associated with them. No counts or durations for non-agent data items such as arrivals, outflows, abandons, etc. will be available for the 'none' queue.
On IQ direction is a dimension; it is a filter for some reports (e.g., behavior reports) on contact-related measures. Reports with no filter, sum the counts and durations for contacts for all directions (inbound, outbound, and internal). The Direction dimension is also reported as separate rows or repeating columns in cross tab reports to display inbound, outbound, and internal counts and duration. On CMS a limited set of separate measures exist for inbound and outbound.
Extension calls are not counted as part of Aux state durations or Wrap-up duration on Avaya IQ, they are on CMS.
Direct Agent Calls
On CMS direct agent calls are identified using a separate set of measures. On IQ direct agent calls are identified using dimensions (i.e., the delivery target = specific and the delivery mechanism is automatic - queued).
ACD Calls - each answered call from a queue is counted (the same contact can be counted twice if it is delivered from queue twice on a transfer/conference?). This compares to IQ Interactions except that each agent on a contact is counted as having a separate interaction for that queue or routing point. If multiple agents hold a call and it disconnects, each agent on IQ get credited with a disconnect from hold and the queue and routing point get a disconnect from hold for each agent.
Arrivals, busies, cancels, dequeues, abandons, outflows, redirects, transfers, conferences are counted the same on CMS and IQ.
Interactions vs. Handles
Avaya IQ Interactions is a count for each agent that was active on a contact. Contacts that involve unmeasured parties are assumed to be active. Blind transfers between agents who both interact with the customer have two interactions with the customer and no interactions or handles for the setup of the transfer. Assisted transfers between agents have two interactions with the customer and two interactions for the contact that sets up the transfer. Interactions are attributed in the interval that all active and hold duration ends for an agent.
Handles is a count of contacts that were acted upon by an agent. These include preview calls that were canceled and blind transfers; but do not include redirects. Handles are attributed when the contact and any wrap-dur complete at the agent. CMS's ACD calls match to IQ's Handles for contacts that queue.
Expansion of Hold Tracking
CMS tracks the amount of time customers are left on hold. Avaya IQ has
In Focus Hold Dur. - agent time with a contact on hold and no other activity,
On Hold Dur. - the time a party was put on hold with no other active party, and
Hold dur - the amount of time agents had contacts on hold.
Avaya IQ attributes data to a 15-minute interval based on final completion of a state for a contact. When a contact is delivered to an agent, any queue time is stored for the contact when the call leaves the waiting in queue state. If a contact can return to a state, such as with hold and reconnect, the time for that state is not attributed until that state can not longer be returned to. In the case of hold and reconnect this is when the interaction terminates. Avaya CMS attributes all data except the arrival to the interval in which the contact and any wrap-up completes.