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7(&+12/2*<,1& Issue 1-June 1999 Contents Introduction .........................................................................1 Real Time Screens ...............................................................1 Color Codes of Displays ..................................................2 Real Time Window ..........................................................2 Creating a composite real time screen .............................3 Graph Windows ..................................................................4 Statistics Windows - Changing Shift/Interval Time ........5 Using Alternative Labels .................................................6 Lock Function ..................................................................7 Large Character Windows .................................................7 Parameter Title Bars .........................................................7 Status Windows ...................................................................8 Alarms Configuration ......................................................8 What is the Reporter? ........................................................10 How Does the Reporter Work? ........................................10 Report Concepts and Terminology ...................................11 Devices .............................................................................11 Shifts ................................................................................13 Filters ...............................................................................13 Filter elements supported ............................................13 Report Templates .............................................................16 What Type of Report? ........................................................16 Event Reports ...................................................................19 Traffic Reports .................................................................22 Traffic Reports for Agents ..........................................22 Traffic Reports for Lines .............................................32 Traffic Reports for DIDs .............................................36 Utilization Reports ...........................................................40 Contention Reports ..........................................................43 Contention Report (standard) ......................................43 Contention Profile Report ...........................................43 Distribution Reports .........................................................44 Account Code Report .......................................................44 Working with Report Templates .......................................45 LL 'LVFRYHU\ $&' (QG8VHU *XLGH ,VVXH   -XQH  Customizing Report Templates ........................................45 Event Reports ...................................................................46 Traffic and Traffic Profile Reports ..................................47 Traffic Reports ............................................................47 Agent Traffic Report ...................................................49 Traffic Profile Reports ................................................50 Group Traffic Profile Report .......................................50 Agent Traffic Profile Report .......................................51 Distribution Reports .........................................................52 Utilization Reports ...........................................................52 Extension Utilization Profile Report ...........................54 Account Code Report .......................................................55 Contention Reports ..........................................................56 Standard Contention Report ........................................56 Contention Profile Report ...........................................57 Creating a New Report Template .....................................58 Compiling a New Report ....................................................59 Printing Reports ...............................................................60 Filtering Data Using Shifts ..............................................60 Adding Filters to Report Items .........................................61 Exporting and Importing Data .........................................62 Saving Generated Reports ................................................62 Recalling a Saved Report ............................................62 )LJXUHV LLL ,VVXH   -XQH  'LVFRYHU\ $&' (QG8VHU *XLGH Figures Composite Real-time Screen Template Drop Down Menu ..3 Composite Real Time Screen ...............................................4 Real Time Call Statistics Dialogue Box ...............................5 Agent Statistics Window ......................................................6 Properties for the Agent Statistics Window ..........................6 Alarms Configuration Dialog Box ........................................9 Alarms Configuration Dialogue Box ....................................9 Reporter Toolbar ...................................................................45 Configure Report Template Dialog Box ...............................45 Configure Agent Event Report Dialog Box ..........................46 Configure Agent Group Traffic Report Dialog Box .............48 Configure Agent Traffic Report Dialog Box ........................49 Configure Agent Group Traffic Profile Report Dialog Box .50 Configure Agent Traffic Profile Report Dialog Box ............51 Configure Wait Time Distribution Report ............................52 Agent Utilization Report Template Dialog Box ...................53 Extension Utilization Profile Report Dialog Box .................54 Account Code Report Dialog Box ........................................55 Configure Contention Report Template Dialog Box ............56 Configure Contention Profile Report Template Dialog Box 57 Discovery ACD MIS and Reporter Toolbars ........................58 Reporter Toolbar ...................................................................60 LY 7DEOHV 'LVFRYHU\ $&' (QG8VHU *XLGH ,VVXH   -XQH  Tables Devices ..................................................................................12 Filter Elements Supported ....................................................14 Available Reports .................................................................17 Event Reports ........................................................................20 Agent Traffic Reports ...........................................................23 Extension Traffic Reports .....................................................28 Line Traffic Reports ..............................................................33 DID Traffic Reports ..............................................................37 Utilization Reports ................................................................41 'LVFRYHU\ $&' 8VHU *XLGH  Introduction Your call center is important to your organization. After all, it’s where you and your customers meet, where every call is a revenuegenerating opportunity. This means that there is a direct relationship between your call center’s performance and business success. Discovery ACD can play a significant role in that relationship, because with Discovery ACD you can measure customer satisfaction, as well as employee productivity. Discovery ACD provides real time, visual feedback on agent/rep activity, queue status and cumulative statistics combined with a flexible reporting package, integrating all the activities of your call center to offer managers the information needed for effective decision making. Statistical information can be accessed in two ways: † Real Time Displays † Reports Real Time Screens Discovery ACD provides an extensive set of user-configurable real time windows that display key information such as agent status, call queue, longest wait time or calls answered and abandoned on the PC monitor as well as on external (traditional) wallboards. To help you get familiarized with the program and the endless number of real time displays that can be created, Discovery ACD comes with a collection of predefined real-time screen templates. In a typical call center environment, a number of real-time screens are combined to provide a composite view of important parameters to monitor. With this in mind, Discovery ACD offers five types of real time windows from which to select. Each window type has many options that can be combined and saved as a template. The five types of real time windows are as follows: † Status display - lines, extensions, and agents can be monitored † Statistics displays - lines, DIDs, extensions, agents, and their corresponding groups can be displayed † Calls in queue graph - five options available † Wait-time graph - five options available † Large character display – Discovery ACDPlus includes more than 250 different types from which to choose.  5HDO 7LPH 6FUHHQV &RORU &RGHV RI 'LVSOD\V 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Color Codes of Displays Discovery ACD simplifies visuals using color coding to highlight the current state of a device. The colors are as follows: † Green - device is free (i.e., agent available, line free) † Blue - device is busy (i.e., agent on a call, in wrap-up, unavailable) † Yellow - device is ringing † Red - device alarmed (i.e., waiting time threshold exceeded) † Grey - device logged off Real Time Window Discovery ACD has extensive flexibility that provides easy customization of real-time window properties with just a click of the mouse. Perform the following steps: 1. Use the left mouse button to select the window to be edited by clicking anywhere within that window. 2. Click-on the right mouse button to view the window properties. A dialog box is displayed with the current settings for the selected window. 3. Edit the properties using drop-down list boxes, radio buttons, and check boxes as appropriate. Click-on OK to view the updated window. Supervisor machine must remain active 24 hours each day; reboot situations cause a temporary loss of real-time display visibility (visibility can be regained by inView client logging-off/-on ACD groups). If you are creating multiple windows of the same type or size, edit and size them before creating a new one. Using this method, only the device, device name, and parameter need to be changed. When a new window is created, that window defaults to the same properties and size of the last selected window. 5HDO 7LPH 6FUHHQV  &UHDWLQJ D FRPSRVLWH UHDO WLPH VFUHHQ ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Creating a composite real time screen With Discovery ACD, you can create your own real time composite screens. The easiest way to do this, is to start with one of the default templates within the system (refer to Figure 1), copy it and change the copy by adding new windows to match your requirements. 1. Start by selecting the template you wish to copy from the dropdown list box on the toolbar, as shown: Figure 1: Composite Real-time Screen Template Drop Down Menu 2. Use the left mouse button to highlight and select the name of the template, then type a new template name over the current name, then press Enter. This makes a copy of the template that allows you to make changes without affecting the original. 3. Edit any windows within the default template as described in the section, Editing a Real Time Window in this chapter. 4. Click-on the New document icon on the toolbar and select the desired new window from the list displayed in the dialog box. 5. Windows can be moved, resized and minimized as needed similar to other Windows application. 6. Save the template by clicking-on the down arrow next to the drop-down list box on the toolbar, then selecting the template name you are using. The new template then can be saved if necessary. Composite screens (refer to Figure 2) can be designed on a per supervisor basis. However, the windows should be laid out logically and should only display relevant information. Too many windows and too much information can be confusing.  *UDSK :LQGRZV &UHDWLQJ D FRPSRVLWH UHDO WLPH VFUHHQ 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Figure 2: Composite Real Time Screen Graph Windows Discovery ACD also allows you the option of displaying certain device clients in a graph-window format. Graph windows use information from super groups – super groups must be set up in the Configurator. 1. Open the Configurator. Select the Edit Super Groups button for the device to which you wish to add a Super Group. 2. Click-on the next number on the list of current Super Groups or edit an existing Super Group. 3. Click-on Create (unless editing an existing Super Group), then click-on OK in the next dialogue box. 4. Click-on Edit Super Group. Give the Super Group a name and select groups from the bottom right list to Add to the Groups in Super Groups list on the left. 5. When complete click-on OK, then OK again, and Save Changes. 6. In the real-time display create a new graph window. 7. Right-click to change the graph window properties. 6WDWLVWLFV :LQGRZV  &KDQJLQJ 6KLIW,QWHUYDO 7LPH  &UHDWLQJ D FRPSRVLWH UHDO WLPH VFUHHQ ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH 8. Select the Device Type and in Device Name select the new Super Group. 9. When complete click-on OK, then resize the graph window as appropriate. Statistics Windows - Changing Shift/ Interval Time Advanced Statistics Windows can be used to show real-time displays at designated intervals. The daily/interval times on the real-time statistics can be amended to reflect the current shift and set to an interval time of your choice (refer to Figure 3). 1. Add a new statistics window to the real-time display. 2. Select Setup then Real-time Statistics from the Setup pull-down menu in the menu bar. 3. Set the interval time to the required length. (Between 1 and 1440 minutes). 4. Select the required daily shift from the list on the right (Available Shifts) and Add to the list on the left (Daily Shifts). 5. When complete select OK. Figure 3: Real Time Call Statistics Dialogue Box. For further information on any part of this dialog box, refer to Help by pressing the F1 key on your keyboard. You also can move the desired shift to the left screen by double-clicking on it. If two shifts are selected, the top shift will take priority.  6WDWLVWLFV :LQGRZV  &KDQJLQJ 6KLIW,QWHUYDO 7LPH 8VLQJ $OWHUQDWLYH /DEHOV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Using Alternative Labels The titles in all statistics windows can be changed to reflect the appropriate information. To change the titles in the darkened area of the Statistics Windows (as displayed in Figure 4), use the alternative label feature, and perform the following steps: Figure 4: Agent Statistics Window. For further information on any part of this window box, refer to Help by pressing the F1 key on your keyboard. 1. Click-on the Alternative Label button in the properties box (refer to Figure 5). Figure 5: Properties for the Agent Statistics Window. For further information on any part of this dialog box, refer to Help by pressing the F1 key on your keyboard. /DUJH &KDUDFWHU :LQGRZV  /RFN )XQFWLRQ ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH 2. Create a new Real-time Statistics window (or you can change the properties of an existing statistics window). 3. Open up the properties for the window by clicking-on the icon or right-clicking the window. 4. In the Displayed Parameters box select the parameters you want to show in the window. 5. In the same box, select the parameter of which you wish to change the name. With the parameter highlighted, click-on the Alternative Label button. 6. In the New Label box type the name that you require for that parameter. When done click-on OK. The new label will be displayed next to the original label. 7. Click-on OK and notice the new label displayed in the Statistics window. Lock Function Occasionally, supervisors might encounter the need to monitor and focus on a specific device. The lock function provides you with the ability to lock onto one line, agent, etc., to view only those statistics. This helps to avoid having too much space wasted on a display by having all statistics displayed. 1. With a real-time statistics window displayed in restored mode, resize the window to only show titles and the first column of statistics. 2. You can now scroll across to the column you wish to view and click-on lock. This will remove the scroll bars and lock to that column. To view another column click-on lock again and the scroll bar reappears. Large Character Windows Parameter Title Bars This is another way of creating a title bar for a large character window, without having to manually type in text. By doing titles this way, if a name is changed in the Configurator, it will automatically be updated here. 1. Create a new large character window in the real-time display. 2. Right-click to open up the properties.  6WDWXV :LQGRZV $ODUPV &RQILJXUDWLRQ 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  3. Select the same device type as the window containing the parameter. 4. Select the same device name. 5. In the parameter list select the relevant title, i.e. Agent number, Agent name (short), Agent Name (long). Status Windows Alarms Configuration With Discovery ACD, audible and visual thresholds can be configured to help alert managers of particular situations and address immediate issues. The alarm feature can be set up for each type of device in the Alarms Configuration dialog box (refer to Figure 6). When generating a multiple number of Large Character Windows, the Discovery ACD always reverts to the format of the last created Large Character Window. If you wish to make the Large Character resemble another selection, left-click once on a Large Character Window that you wish to copy, then click-on the New Window icon, and select Large Character from the list. This will create a copy of the window you clicked-on instead of a copy of the last large character window created. 6WDWXV :LQGRZV  $ODUPV &RQILJXUDWLRQ ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Figure 6: Alarms Configuration Dialog Box. For further information on any part of this dialog box, refer to Help by pressing the F1 key on your keyboard. 1. Select Setup, then Alarms from the pull-down menu. 2. From the Alarms Configuration dialog box (refer to Figure 7), click-on Audible Alarms to enable the alarms. Figure 7: Alarms Configuration Dialogue Box. For further information on any part of this dialog box, refer to Help by pressing the F1 key on your keyboard. 3. You can now apply filters to the alarms so that only certain exceeded thresholds will beep.  :KDW LV WKH 5HSRUWHU" +RZ 'RHV WKH 5HSRUWHU :RUN" 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  4. To apply a filter select the device you wish to filter. Now select the filter group and remove the ticks on the alarm thresholds you do not want to be audible. 5. When complete click-on OK, and then Close. What is the Reporter? The convenience and flexibility of Discovery ACD goes beyond an extensive set of user-configurable real time displays, visual feedback, audible and visual alarms, and color-coded windows. The Reporter, Discovery ACD’s reporting application, provides a wide variety of fully configurable reports on inbound and outbound call activities to supply you the information needed to improve operational controls. Call volume, handling time, service levels and staff requirements can be analyzed in a variety of ways. Discovery ACD can examine workload trends and compare staff availability to actual needs. Access to unlimited historical data can be used to forecast future Vodavi Voice Mail Talkpath trends. Reports can even be scheduled to run automatically, saving you time and effort. All reports can be viewed on screen or printed, and can be compiled using data originating as far back as the original installation date, even if upgrades are applied. How Does the Reporter Work? To enable users to create the appropriate reports, raw data is collected by Discovery ACD from the telephone system, through the Configurator. While the Discovery ACD is running, all monitored telephone traffic is logged to hard disk for analysis by the Reporter. To simplify the process of reporting, the Discovery ACD Reporter provides the concept of a “report template” to define the contents of a report. You can create any number of report templates. Once created, the report template handles most of the details concerning the collation of individual reports. The Configurator must mirror the telephone system configuration otherwise the information collated by the Reporter will be inaccurate. 5HSRUW &RQFHSWV DQG 7HUPLQRORJ\  'HYLFHV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Report Concepts and Terminology To understand the Discovery ACD Reporter, it is vital to understand some of the key concepts and terminology used in the product. Reference is made to devices, templates, shifts and filters, which are all described in this section. Devices Discovery ACD treats lines, DIDs, extensions and agents as devices. Create “groups” and “super groups” of devices; a group is simply a collection of devices, and a super group is a collection of groups. The Discovery ACD Reporter reports on individual devices, groups and super groups. The following devices (refer to Table 1) can be configured using the Configurator:  5HSRUW &RQFHSWV DQG 7HUPLQRORJ\ 'HYLFHV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Table 1: Devices Device Description Lines In the context of Discovery ACD, a line represents either one of the external trunks connected to the switch being monitored, or one of your network tie lines connecting the monitored switch to an external switch. Each line can handle one telephone call at a time. Calls are denoted as incoming or outgoing calls depending on whether it was originated outside or inside the monitored switch. Extensions Extension is the physical telephone handset or station at which an agent can receive incoming calls, make outgoing calls, or handle other forms of internal telephony traffic. Agent An agent is the telephone operator who handles calls at an extension to enable call center telephony routing facilities within the switch. The PIN should uniquely identify the agent if the Discovery ACD is to give meaningful statistics concerning the agents’ activity. DIDs* A Direct Inward Dial (DID) number is a dynamic numeric attribute assigned to a line on an incoming call. A DID call can be routed to a group of extensions/agents or to an individual extension/agent depending on how the call routing software within the switch is programmed. If configured correctly, the Discovery ACD can monitor in real-time and historically the activity of inbound calls associated with DID numbers. Account Code While handling a telephone call it is possible for an extension/agent to enter account codes that describe the nature of the call. Up to nine-digits can be entered per account code, and up to 20 account codes can be entered per call. The Discovery ACD Reporter provides analysis of account code usage. * Not Supported Until KSU Feature Package 2. 5HSRUW &RQFHSWV DQG 7HUPLQRORJ\  6KLIWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Shifts Before a report can be created, the user must program the appropriate shifts into the Discovery ACD Configurator. In addition to being used to create reports during real working shifts, other shift times can be used to allow the user to better understand what happens outside normal working hours, or perhaps at certain times of the week (for example, on Mondays) or at certain times of the day (such as during break times). In this way it is possible for a report to cover a sixmonth period only looking at the activity on Mondays. Filters The standard items that make up a report template tend to analyze a call center from a singular point of view only. For example, consider the Agent Traffic Report and the Extension Traffic Report. These two reports analyze Agent traffic and the associated Extension traffic in isolation. If your call center is set up to route calls to a particular group of extensions, the performance of each agent on a per extension basis could be obtained by attaching report filters the report items. For this example you could either create a series of Agent traffic reports, each filtered to a different extension. Or you could create a series of extension traffic reports, each filtered to a different Agent. Filter elements supported A report filter is made up of a logical combination of filter elements. Each report item within a report template can have a different report filter attached to it if necessary; the following filter elements are supported:  5HSRUW &RQFHSWV DQG 7HUPLQRORJ\ )LOWHUV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Table 2: Filter Elements Supported Filter Description Line Filter Accepts only calls that were connected to a specific CO line. DID Filter Accepts only calls that were associated with a specific DID number. Extension Filter Accepts only calls that were connected to a specific extension. Agent Filter Accepts only calls that were connected to a specific agent. Account Code Filter Accepts only calls related to a specific account code. Line Group Filter Accepts only calls that were connected to CO lines within a specified line group. DID Group Filter Accepts only calls that were associated with DID numbers within a specified extension group. Extension Group Filter Accepts only calls that were connected to agents within a specified extension group. Agent Group Filter Accepts only calls that were connected to agents within a specified agent group Account Code Group Filter Accepts only calls related to a specific account codes within a specified account code group. 5HSRUW &RQFHSWV DQG 7HUPLQRORJ\  )LOWHUV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Extension Queue Group Filter Accepts only inbound calls that were finally queued to a specific extension group. Agent Queue Group Filter Accepts only inbound calls that were finally queued to a specific agent group. Dialed Digits Filter Accepts only calls whose inbound-/outbound-dialed digits match a specified string; the character * denotes dialed digit string that is identical up to that point but differ afterwards. Table 2: Filter Elements Supported Filter Description  :KDW 7\SH RI 5HSRUW" 5HSRUW 7HPSODWHV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Report Templates In order to run a report over a given time period there are a number of pieces of information required before the report can be run. In addition to the importance of the accurate configuration of Discovery ACD, and the possible need to create shifts, the user needs to understand the structure of report templates. Templates are created by the user to provide relevant information for the selected devices being monitored. Templates contain userselected report items that can be configured by the user to include or exclude certain event or traffic types. Bear in mind that Event Reports are highly detailed and therefore it is unlikely that you would want to run an Event Report over long periods of time. Similarly Profile Reports that are suitable for daily use (on hourly resolution) would not make sense if the report were being compiled over a six-month time frame. In this case, it may be a good idea to create templates that each are designed for specific use and contain appropriate report items. What Type of Report? This section is designed to help users see which types of report to use to display the information they require. Your Discovery ACD product may not have all of the reports listed. Refer to the Product Description to check which reports your Discovery ACD product supports. There are six groups of reports, Table 3 lists these groups and some of the individual reports available within those groups. :KDW 7\SH RI 5HSRUW"  5HSRUW 7HPSODWHV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Table 3: Available Reports Report Type Available on Shows Uses ACD or ACDPlus Event Report Agents, Extensions, Line Groups Every event made on a device or a group of devices, throughout the time period of the report How active each device is, and how each call is broken down ACDPlus Traffic Report Agents, Extensions, DIDs Call statistics for each device in a group Provides ability to compare call statistics of each device ACD, ACDPlus Traffic Profile Report Agents, Extensions, DIDs Call statistics for a particular device Shows when a particular device was busy/not busy and average times of each ACD, ACDPlus Group Traffic Report Agents, Extensions, Lines Gives an overview of activity and performance against certain parameters For comparing groups ACD, ACDPlus Group Traffic Profile Report Agents, Extensions, Lines Call statistics for a group over certain call periods, i.e., hourly Shows peak and quiet times for a particular group ACD, ACDPlus  :KDW 7\SH RI 5HSRUW" 5HSRUW 7HPSODWHV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Utilization Reports All Devices How a resource is being used The percentage of time a device or device group has been involved in certain types of activity ACD, ACDPlus Contention Reports All Devices How much time a resource is unused Standard or profiled over flexible time periods ACD, ACDPlus Account Code Reports All Devices Statistical information relating to the purpose of the call Results of the calls (as examples) ACD, ACDPlus Distribution Report Lines Call ring time over the period of the report Check that calls are answered in a reasonable time ACD, ACDPlus Table 3: Available Reports Report Type Available on Shows Uses ACD or ACDPlus :KDW 7\SH RI 5HSRUW"  (YHQW 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Event Reports Discovery ACD has three types of event reports (refer to Table 4): † Agent Event Report † Extension Event Reports † Line Group Event Reports Each report records all events that occurred on the specified device (agent, extension or line group). Events are caused by the device, such as an agent receiving an incoming call, accepting a call, and dialing an intercom or outgoing call. Depending on which type of report you choose, and how you set it up will determine what information the report shows. The reports are presented in a call event-per-row format. Pagination of the report will occur if either there are too many call events to fit in the height of a page (rows) or there are too many statistics parameters to fit in the width (columns) of a page.  :KDW 7\SH RI 5HSRUW" (YHQW 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Table 4: Event Reports Parameter Agent Event Report Extension Event Report Line Group Event Report Log-on/off X X Wrap-up X X Available or unavailable for calls X X Receiving calls and internal/intercom calls X X Receiving rings on calls (calls that ring on the station but answered elsewhere) X X Agent placing outgoing calls and internal/intercom calls X X Line Busy on calls - Incoming, Outgoing, Abandoned X Number/name of line (extension) call appeared on X X X Number/name of the associated DID X Start time/date of call X X Total duration of call X X X :KDW 7\SH RI 5HSRUW"  (YHQW 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Amount of call ring time X X X Amount of call handling time (includes ring, talk, and hold time) X X X Amount of talk time X X X Amount of hold time X X X Device number/name from which call was transferred X Device number/name to which call was transferred X X Device number/name and group name of device connected to X X X Transfer count (how many times call was transferred) X X X Transfer position number indicating first/second/ third to receive transferred call X X Accounts codes used on call X X Dialed digits for call; in the case of incoming calls the ICLID will be displayed XXX Amount of wrap up time X X Table 4: Event Reports Parameter Agent Event Report Extension Event Report Line Group Event Report  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Traffic Reports Vodavi Voice Mail Talkpath There are 15 types of traffic reports, including those relating to agents (refer to Table 5), extensions (refer to Table 6), and lines (refer to Table 7). The reports are presented in a time band-per-row format. Pagination of reports will occur if either there are too many time bands to fit in the height of a page, or there are too many statistics parameters to fit in the width of a page. Traffic Reports for Agents There are four different report templates available in Discovery ACD for traffic reporting on Agents. Available parameters for each report are listed in Table 5. Agent Group Traffic Report - Provides a breakdown of Traffic information for all agent groups within an agent super group (group of groups), such as “All Agents.” Agent Group Traffic Profile Report - Provides a breakdown of the traffic for individual agents within an agent group. Agent Traffic Report - Provides a breakdown of the traffic for individual agents within an agent group. Agent Traffic Profile Report - Provides a profile of traffic information for an individual agent over a number of time periods. On all these report items types there is an opportunity for the user to choose between displayed average or total statistics. When editing the report item the user checks a box to indicate whether to show average or total values. In the case where average and total values are both required, two report items should be created that would be identical except that one is for average values and one is for total values. :KDW 7\SH RI 5HSRUW"  7UDIILF 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Table 5: Agent Traffic Reports Parameter Agent Group Traffic Report Agent Group Traffic Profile Report Agent Traffic Report Agent Traffic Profile Report Number of Answered incoming calls X X X X Internal/intercom calls made/received X X X X Outgoing calls X X X Transferred calls from another extension/agent X X X X Transferred calls to another extension/agent X X X X Inquiry hold calls X X X X Calls unanswered by agent X X Incoming and outgoing calls with a call time shorter than the short call analysis threshold XXXX Incoming and outgoing calls with a call time longer than the long call analysis threshold XXXX  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Times agent logged-on during analysis period X X Internal/intercom calls/hour; agent logged-on X X Times/percentage agent unavailable at period of analysis X X Answered calls/hour while agent is logged-on X Calls that rang but were answered elsewhere X X X Outgoing calls per hour while agent logged-on X X Average/Total Answered call time (includes wrap-up time) X X X X Talk time on answered calls X X X X Wrap-up time on answered calls X X X X Call time on internal/intercom calls X X X X Table 5: Agent Traffic Reports Parameter Agent Group Traffic Report Agent Group Traffic Profile Report Agent Traffic Report Agent Traffic Profile Report :KDW 7\SH RI 5HSRUW"  7UDIILF 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Talk time of outgoing calls X X X X Call time of outgoing calls X X X X Call ring time X X X X Call hold time X X X Handling time X X Number of calls X X Outgoing calls/hour; agent logged-on X Longest Call hold time X X Call ring time X X Answered call time (includes wrap-up time) X X Table 5: Agent Traffic Reports Parameter Agent Group Traffic Report Agent Group Traffic Profile Report Agent Traffic Report Agent Traffic Profile Report  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Call talk time X X Call wrap-up time X X Internal/intercom call time X X Outgoing call time X Outgoing call talk time X X GOS for agent group X X X X Calls per hour for time that agent is logged on X Percentage of Time agent logged-on during period of analysis X X Time agent busy (percentage normalized to shift) X X Call rates/hour logged-on; answered, intercom and outgoing calls X X Table 5: Agent Traffic Reports Parameter Agent Group Traffic Report Agent Group Traffic Profile Report Agent Traffic Report Agent Traffic Profile Report :KDW 7\SH RI 5HSRUW"  7UDIILF 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Traffic Reports for Extensions There are four different report templates available in Discovery ACD for traffic reporting on extensions. They give similar information to the traffic reports for agents. Depending on how the call center is operated different reports can be run using different parameters (refer to Table 6). Extension Group Traffic Report - Provides a breakdown of traffic information for all extension groups within an extension super group (group of groups), such as All Extensions. Extension Group Traffic Profile Report - Provides a profile of traffic information for an agent group, such as Sales Extensions or Support Extensions, over a number of time periods. Extension Traffic Report - Provides a breakdown of the traffic for individual extensions within an extension group. Extension Traffic Profile Report - Provides a profile of traffic information for an individual extension over several time periods.  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Table 6: Extension Traffic Reports Parameter Extension Group Traffic Report Extension Group Traffic Profile Report Extension Traffic Report Extension Traffic Profile Report Number of Answered incoming calls X X X X Internal/intercom calls made/received by agents X X X X Outgoing calls X X X X Transferred calls from another extension/agent X X X X Transferred calls to another extension/agent X X X X Inquiry hold calls X X X X Incoming calls on inquiry hold X Incoming and outgoing calls with a call time shorter than the short call analysis threshold XXXX :KDW 7\SH RI 5HSRUW"  7UDIILF 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Incoming and outgoing calls with a call time longer than the long call analysis threshold XXXX Times agent logged-on during period of analysis X X Internal/intercom calls/hour; agent logged-on X Times/percentage agent unavailable at period of analysis X X Calls that rang but were answered elsewhere X X X X Outgoing calls per hour while agent logged-on X Average/Total Answered call time (includes wrap-up time) X X X X Wrap-up time on answered calls X X X Call time on internal/intercom calls X X X X Table 6: Extension Traffic Reports Parameter Extension Group Traffic Report Extension Group Traffic Profile Report Extension Traffic Report Extension Traffic Profile Report  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Talk time of outgoing calls X X Call time of outgoing calls X X X Call ring time X X X X Call hold time on inquiry hold X X X X Handling time X X Number of calls X X X X Longest Call hold time X X Call ring time X X Answered call time (includes wrap-up time) X X Call wrap-up time X X Table 6: Extension Traffic Reports Parameter Extension Group Traffic Report Extension Group Traffic Profile Report Extension Traffic Report Extension Traffic Profile Report :KDW 7\SH RI 5HSRUW"  7UDIILF 5HSRUWV ,VVXH   -XQH  'LVFRYHU\ $&' 8VHU *XLGH Internal/intercom call time X X Outgoing call time X X Agent GOS X X X X Percentage of Time agent logged-on during period of analysis X X Time agent busy (percentage normalized to the shift) X X Table 6: Extension Traffic Reports Parameter Extension Group Traffic Report Extension Group Traffic Profile Report Extension Traffic Report Extension Traffic Profile Report Vodavi Voice Mail Talkpath  :KDW 7\SH RI 5HSRUW" 7UDIILF 5HSRUWV 'LVFRYHU\ $&' 8VHU *XLGH ,VVXH   -XQH  Traffic Reports for Lines There are three different report templates available within the Discovery ACD for traffic reporting on Lines. Parameters available Vodavi Voice Mail Talkpath for each report are listed in Table 7. † Line Group Traffic Report – provides a breakdown of traffic information for all Line groups within a Line super group (group of groups), such as All Lines. † Line Group Traffic Profile Report – provides a profile of traffic information for a Line group, such as Sales from Service Provider-A, or Lines from Service Provider-B, throughout a number of time periods. † Line Traffic Report – provides a breakdown of the traffic for individual Lines within a Line group.




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