Table 12. Siebel Universal Queuing Business Components
Business Component
|
Description / Field
|
Field Description
|
UQ Agent Journal
|
Provides data from the agent journal captured when the agent logs out. This data includes information about the agent—for example, how long the agent was logged on, how long the agent was in aux mode, how long the agent was in available mode, and so on.
|
Auxiliary Seconds
|
Number of seconds agent was in not ready state.
|
Auxiliary States
|
Number of times agent entered not ready state.
|
Login Time
|
Time agent logged in.
|
Logout Reason
|
Reason agent logged out.
|
Logout Time
|
Time agent logged out.
|
User ID
|
Agent's user ID.
|
UQ Agent Journal Summary
|
Provides information from the agent journal for each channel on which the agent was working.
|
Agent Journal ID
|
Foreign key to S_AGNT_JRNL table.
|
Auxiliary Duration
|
Number of seconds agent was in not ready state.
|
Auxiliary States
|
Number of times agent entered not ready state.
|
Auxiliary Duration (mins)
|
Number of minutes agent was in not ready state.
|
Average Handle Time (mins)
|
Average amount of time in minutes for each work item agent handled.
|
Login Time
|
Login time of the agent.
|
Logout Reason
|
Logout reason.
|
Logout Time
|
Logout time of the agent.
|
Media Type
|
Channel type.
|
Media Type ID
|
Foreign key to S_CM_MEDIA table.
|
Served Work Items
|
Total number of work items served.
|
User ID
|
Foreign key to S_CONTACT table.
|
Work Minutes
|
Time the agent actually worked on this channel, in minutes.
|
Work Seconds
|
Time the agent actually worked on this channel, in seconds.
|
Wrap Minutes
|
Time the user wraps this channel in minutes.
|
Wrap Seconds
|
Time the user wraps this channel in seconds.
|
UQ Agent Media Statistics
|
Provides channel information for Agent Statistics business component. Child of UQ Agent Statistics.
|
Agent Statistics ID
|
Foreign key to S_AGNT_JRNL table.
|
Auxiliary Seconds
|
Number of seconds agent was in not ready state for this channel.
|
Auxiliary States
|
Number of times agent entered not ready state for this channel.
|
Auxiliary Time (mins)
|
Number of minutes agent was in not ready state for this channel.
|
End Time
|
Logout time of the agent.
|
Media Type
|
Channel type.
|
Media Type ID
|
Foreign key to S_CM_MEDIA table.
|
Served Work Items
|
Total number of work items served.
|
Start Time
|
Login time of the agent.
|
Time Interval
|
|
User ID
|
Foreign key to S_CONTACT table.
|
Work Minutes
|
Time agent actually worked on this channel.
|
Work Seconds
|
Time the agent actually worked on this channel.
|
Wrap Minutes
|
Time the agent wraps this channel in minutes.
|
Wrap Seconds
|
Time the agent wraps this channel in seconds.
|
UQ Agent Statistics
|
Information provided by UQ HandleAgentStatistics. This is a real-time feeding of agent information and agent channel information. UQ Agent Media Statistics is a related business component.
|
Auxiliary Seconds
|
|
Auxiliary States
|
|
End Time
|
|
Start Time
|
|
User ID
|
Foreign key to S_CONTACT table.
|
UQ Alarms Errors
|
Shows all the alarms and errors.
|
Code
|
Error or alarm message code.
|
Message
|
Message description.
|
Name
|
Important information regarding the alarm or error, in the form of comma-delimited key-value pairs.
The maximum text length for this field is 50.
|
Severity
|
Severity of alarm.
|
Start Time
|
|
Type
|
|
UQ Media
|
Shows all channel configurations including channel name, service level, and whether or not this channel type is failure-recoverable. Used together with UQ Media Statistics(Reg).
|
Current
|
Current
|
Interactive
|
After a system failure, work items of interactive type (for example, voice calls) do not need to be recovered when the system is restarted.
|
Media Type
|
Channel type.
|
Raw Target Service Level
|
Service level in seconds.
|
Service Level Percentage
|
Service level in percentage.
|
Start Time
|
The time when the record is created.
|
Target Service Level
|
Service level in seconds.
|
UQ Media Statistics(Reg)
|
Contains channel real-time statistics information.
|
Abandoned
|
|
Assigned Work Items
|
|
Average Wait Time
|
|
Comments
|
|
Delivered Work Items
|
|
End Time
|
|
Longest Wait Time
|
|
Media Type
|
|
Service Level Set
|
|
Service Level Workitems
|
|
Start Time
|
|
WorkItems
|
|
UQ Route Statistics(Reg)
|
Shows all the routing statistics.
|
Abandon
|
|
Assigned WorkItems
|
|
Average Handle Time
|
|
Average Wait Time
|
|
Comments
|
|
Delivered WorkItems
|
|
End Time
|
|
Longest Wait Time
|
|
Name
|
|
Service Level Set
|
|
Service Level WorkItems
|
|
Start Time
|
|
UQ Route ID
|
|
WorkItems
|
|
UQ Routes
|
Shows routes information. This information is used in UQ Route Statistics(Reg).
|
Capacity
|
|
Media Type
|
|
Name
|
|
Non Real-Time
|
|
Priority
|
|
Raw Target Service Level
|
|
Service Level Percentage
|
|
Target Service Level
|
|
UQ WorkItem Escalation History
|
Provides the escalation history of a work item.
|
Escalation End Time
|
|
Escalation Result
|
|
Escalation Start Time
|
|
Escalation Step Name
|
|
UQ Route Name
|
|
Work Item ID
|
|
UQ WorkItem Properties
|
Provides the data properties for a work item.
|
Name
|
|
Value
|
|
Work Item ID
|
|
UQ WorkItem State History
|
Provides the state history of a work item. For example, all the agents that worked on this work item.
|
Agent End Time
|
|
Agent Reason
|
|
Agent Start Time
|
|
Agent State
|
|
UQ Reason
|
|
User ID
|
Foreign key to S_CONTACT table.
|
Work Item ID
|
Foreign key to S_UQ_WORK_ITEM table.
|
UQ WorkItems
|
The master work item. Each completed work item has an entry in this business component.
|
End Time
|
|
Media Type
|
|
Media Type ID
|
|
Row ID
|
|
Start Time
|
|
Work Item Name
|
|
