SDX FT-7 PC Terminal Installation Manual

CCM 3.1 Standard Reports

38DHB0002UKEM Issue 4 (18/07/2002)

Contents

CCM 3.1 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

Contents Standard Reports..................................................................................................................... 4

Introduction ........................................................................................................................................ 4 Reports by Account Codes............................................................................................................... 5

Account Code Log by Agent Group (Graphical) ..............................................................................................6 Account Code Log by Agent Group .................................................................................................................7 Account Code Log by DDI (Graphical).............................................................................................................8 Account Code Log by Pilot (Graphical) ..........................................................................................................10 Account Code Log by DDI..............................................................................................................................12 Account Code Log by Pilot .............................................................................................................................13 Account Code Log by Target (Graphical) ......................................................................................................14 Account Code Log by Target .........................................................................................................................16 Outgoing Account Code Log (Graphical) ......................................................................................................17 Outgoing Account Code Log ..........................................................................................................................18

Reports by Agent Activity ............................................................................................................... 19 Agent Activity Report......................................................................................................................................20 Agent Activity Trace .......................................................................................................................................21 Agent Callback Request.................................................................................................................................22 Agent Group Busy Status...............................................................................................................................23 Agent Group Graphical Summary (all calls)..................................................................................................24 Agent Group Graphical Summary ..................................................................................................................26 Agent Group Member Call Duration (all calls) ..............................................................................................28 Agent Group Member Call Duration...............................................................................................................30 Agent Group Tabular......................................................................................................................................32 Agent Group Tabular Summary (all calls) .....................................................................................................33 Agent Group Tabular Summary .....................................................................................................................34 Agent Individual ..............................................................................................................................................36 Agent Tabular .................................................................................................................................................37 Outgoing Most Called Destination by Agent Group .......................................................................................38 Transfer Call Tracking Details by Agent.........................................................................................................39 Outgoing Agent Cost ......................................................................................................................................40

Trunk Reports .................................................................................................................................. 41 Trunk Group Activity.......................................................................................................................................42 Trunk Group Busy ..........................................................................................................................................44 Trunk Group Summary...................................................................................................................................45 Trunk Group Call Duration .............................................................................................................................46 Trunk Group Response..................................................................................................................................48

CLI Reports....................................................................................................................................... 51 Customer Tracking by CLI .............................................................................................................................52 Lost Call CLI ...................................................................................................................................................53 Customer Tracking by Call Identifier ..............................................................................................................54 Customer Tracking by Area Code..................................................................................................................55

DDI Reports ...................................................................................................................................... 57 DDI Call Duration ...........................................................................................................................................58 DDI Distribution by Target ..............................................................................................................................60 DDI Distribution ..............................................................................................................................................61 DDI Response ................................................................................................................................................62 DDI Routing....................................................................................................................................................63 DDI Summary (all calls)..................................................................................................................................64 DDI Summary.................................................................................................................................................66 Incoming DDI Summary .................................................................................................................................68

Pilot Reports..................................................................................................................................... 71 Incoming Pilot Summary ................................................................................................................................72 Pilot Call Duration...........................................................................................................................................74 Pilot Distribution by Target .............................................................................................................................75 Pilot Distribution .............................................................................................................................................76 Pilot Response ...............................................................................................................................................77 Pilot Routing ...................................................................................................................................................78 Pilot Summary (all calls).................................................................................................................................79 Pilot Summary ................................................................................................................................................80

Various Reports ............................................................................................................................... 81

Contents

VM Call Flow Monitor by Call Flow Name......................................................................................................82 VM Call Flow Monitor by Topic ......................................................................................................................83 VM Call Flow Monitor .....................................................................................................................................84 Outgoing Most Called Destination..................................................................................................................85 VM Summary..................................................................................................................................................86 System Summary ...........................................................................................................................................88 Target Graphical Summary ............................................................................................................................90 Incoming Call Duration Summary ..................................................................................................................91 Target Member Call Duration.........................................................................................................................92 Outgoing Most Expensive Dialled Number ....................................................................................................93

Time in Activity ...................................................................................................................... 94

General Rules......................................................................................................................... 95 General Rule for Account Coded Calls.......................................................................................... 95 General Rule for Target Reports .................................................................................................... 95 Technical Tip .................................................................................................................................... 95

Glossary.................................................................................................................................. 96


Standard Reports Introduction

Standard Reports Introduction

This manual contains a list of the Avaya Standard Reports available within the Report Manager program, together with their individual explanation. In this manual the Standard Reports are divided into the following sections:

"Reports by Account Codes" on page 5.

"Reports by Agent Activity" on page 19.

"Trunk Reports" on page 41.

"CLI Reports" on page 51.

"DDI Reports" on page 57

"Pilot Reports" on page 71.

"Various Reports" on page 81.


Standard Reports Reports by Account Codes

Reports by Account Codes Reports covered in this section are: "Account Code Log by Agent Group (Graphical)" on page 6. "Account Code Log by Agent Group" on page 7. "Account Code Log by DDI (Graphical)" on page 8. "Account Code Log by DDI" on page 12. "Account Code Log by Pilot (Graphical)" on page 10. "Account Code Log by Pilot" on page 13. "Account Code Log by Target (Graphical)" on page 14. "Account Code Log by Target" on page 16. "Outgoing Account Code Log (Graphical)" on page 17. "Outgoing Account Code Log" on page 18.



Account Code Log by Agent Group (Graphical)

Description



Account Code Log by Agent Group

Description



Account Code Log by DDI (Graphical)

Description



Account Code Log by Pilot (Graphical)

Description



Account Code Log by DDI

Description



Account Code Log by Pilot

Description



Account Code Log by Target (Graphical)

Description



Account Code Log by Target

Description



Outgoing Account Code Log (Graphical)

Description



Outgoing Account Code Log

Description


Standard Reports Reports by Agent Activity

Reports by Agent Activity Reports covered in this section are: "Agent Activity Report" on page 20. "Agent Activity Trace" on page 21. "Agent Callback Request" on page 22. "Agent Group Busy Status" on page 23. "Agent Group Graphical Summary (all calls)" on page 24. "Agent Group Graphical Summary" on page 26. "Agent Group Member Call Duration (all calls)" on page 28. "Agent Group Member Call Duration" on page 30. "Agent Group Tabular Summary (all calls)" on page 33. "Agent Group Tabular Summary" on page 34. "Agent Group Tabular" on page 32. "Agent Individual" on page 36. "Agent Tabular" on page 37. "Outgoing Agent Cost" on page 40. "Outgoing Most Called Destination by Agent Group" on page 38. "Transfer Call Tracking Details by Agent" on page 39.



Agent Activity Report

Description



Agent Activity Trace

Description



Agent Callback Request

Description



Agent Group Busy Status

Description



Agent Group Graphical Summary (all calls)



Description



Agent Group Graphical Summary



Description



Agent Group Member Call Duration (all calls)

Description



Agent Group Member Call Duration

Description



Agent Group Tabular

Description



Agent Group Tabular Summary (all calls)

Description



Agent Group Tabular Summary

Description



Agent Individual

Description



Agent Tabular

Description



Outgoing Most Called Destination by Agent Group

Description



Transfer Call Tracking Details by Agent

Description



Outgoing Agent Cost

Description


Standard Reports Trunk Reports

Trunk Reports Reports covered in this section are: "Trunk Group Activity" on page 42. "Trunk Group Busy" on page 44. "Trunk Group Call Duration" on page 46. "Trunk Group Response" on page 48. "Trunk Group Summary" on page 45.



Trunk Group Activity

Description



Trunk Group Busy

Description



Trunk Group Summary

Description



Trunk Group Call Duration

Description



Trunk Group Response

Description


Standard Reports CLI Reports

CLI Reports Reports covered in this section are: "Customer Tracking by Area Code" on page 55 "Customer Tracking by Call Identifier" on page 54. "Customer Tracking by CLI" on page 52. "Lost Call CLI" on page 53.



Customer Tracking by CLI

Description



Lost Call CLI

Description



Customer Tracking by Call Identifier

Description



Customer Tracking by Area Code

Description


Standard Reports DDI Reports

DDI Reports Reports covered in this section are: "DDI Call Duration" on page 58. "DDI Distribution by Target" on page 60. "DDI Distribution" on page 61. "DDI Response" on page 62. "DDI Routing" on page 63. "DDI Summary (all calls)" on page 64. "DDI Summary" on page 66. "Incoming DDI Summary" on page 68.



DDI Call Duration

Description



DDI Distribution by Target

Description



DDI Distribution

Description



DDI Response

Description



DDI Routing

Description



DDI Summary (all calls)

Description



DDI Summary

Description



Incoming DDI Summary

Description


Standard Reports Pilot Reports

Pilot Reports Reports covered in this section are: "Incoming Pilot Summary" on page 72. "Pilot Call Duration" on page 74. "Pilot Distribution by Target" on page 75. "Pilot Distribution" on page 76 "Pilot Response" on page 77. "Pilot Routing" on page 78. "Pilot Summary (all calls)" on page 79. "Pilot Summary" on page 80.



Incoming Pilot Summary

Description



Pilot Call Duration

Description



Pilot Distribution by Target

Description



Pilot Distribution

Description



Pilot Response

Description



Pilot Routing

Description



Pilot Summary (all calls)

Description



Pilot Summary

Description


Standard Reports Various Reports

Various Reports Reports covered in this section are: "Outgoing Most Called Destination" on page 85. "Outgoing Most Expensive Dialled Number" on page 93. "System Summary" on page 88. "Target Graphical Summary" on page 90. "Incoming Call Duration" on page 91. "Target Member Call Duration" on page 92. "VM Call Flow Monitor by Call Flow Name" on page 82. "VM Call Flow Monitor by Topic" on page 83. "VM Call Flow Monitor" on page 84. "VM Summary" on page 86.



VM Call Flow Monitor by Call Flow Name

Description



VM Call Flow Monitor by Topic

Description



VM Call Flow Monitor

Description



Outgoing Most Called Destination

Description



VM Summary

Description



System Summary



Description



Target Graphical Summary

Description



Incoming Call Duration Summary

Description



Target Member Call Duration

Description



Outgoing Most Expensive Dialled Number

Description


Time in Activity

Time in Activity The time in activity is the activity of the agent / trunk / agent group / trunk group / subscriber device from the time that it entered that activity to the time it exited that activity. In the database, the activity is related to or shown with the agent DN, agent name and Highest Number Group, which that particular DN is a member of. Call activity e.g. Ringing, busy etc. and Agent activity e.g. Logged on, logged off etc. A device cannot be in 2 different Time in Activities at the same time except for 'logged on'. (E.g. An agent could not be on an Outgoing call and Incoming call at the same time).

Field Name: Description: Explanation: G Logged On. Time spent in logged on state for the specified duration of a report. In a

historical report, the agents need to have logged off before the time spent in logged on state can be calculated.

W Busy wrap up. Time agent spent in Busy WrapUp state. If an agent enters Busy WrapUp whilst on a call, the connection status of that call will take precedence over Busy WrapUp until the call has cleared (e.g. if an agent presses the Busy/Wrap Up key whilst still on a call, Busy Wrap/Up time will not be measured until the call has been cleared). At which point Busy WrapUp state will be measured. (Busy WrapUp restricts incoming calls to agent - the agent can receive internal calls).

R Ringing. Time in which the reflected agent was being alerted by any call. E.g. the time the actual agent device was ringing.

O Outgoing. Time agent spent directly connected to a trunk from point of seizure to end of call or transfer away from the reflected agent. If the agent holds the outgoing call, the rules outlined in Holding State shall apply. If the outgoing duration in question refers to the initial set-up of a call performed whilst the calling agent is currently holding on an earlier call, the rules outlined in Holding State shall apply.

N Busy N/A. Time agent spent in Busy N/A state. (Not available). Restricts all calls to agent, including internal calls.

L Logged Off. Time spent in logged off state during the specified duration of a report.

I Incoming. Time agent spent connected to an incoming call from point of answer exclusive of holding time as defined in Hold State, until time call was either cleared or transferred away from the reflected agent.

H Holding. The time an agent spent holding a call whilst not participating in the set-up or connection of a second call.

F Ready. Time spent in Ready state during the specified duration of a report. Ready is defined as state where agent is logged on and not presently involved in a call, or in Busy WrapUp or Busy Not Available.

B Busy. Busy state in respect to agents is the time in which the reflected agent has spent in the following states:

1. Time spent between initialising a dial-up sequence and resolution of the ARS package

2. Time agent's terminal is inoperable e.g. Time terminal has been disconnected from the

3. Time spent programming the terminal. (E.g. Setting up speed dials on the terminal).

4. Continuously monitoring other device i.e. Listening in to another agent call (conference call).

M Internal Making. Internal made calls excluding transfers.

V Internal Receiving.

Internal received calls excluding transfers.


General Rules

General Rules General Rule for Account Coded Calls

A call that has not been account coded until after it has been transferred will report as an un-coded call for the original agent / group but will be account coded thereafter.

General Rule for Target Reports The target is that DN (group or device) to which the switch has chosen to present the call (currently). The target for the answered calls is the last target. The target will refer to the group or agent, last targeted by the switch. Agents are only considered a target, it the call has been routed to them via a personal DDI or after a transfer directly to them via voice mail, using their DN

Technical Tip If you are having problems with values not refreshing, then this is a Business Objects issue. The problem is that the list of values file has at some stage been corrupted. The solution is to delete the list of values files so that they can be refreshed. The path of the list of values is:

c:\sdx\reporter\userdocs\universe\32C Delete any files that have a .lov extension and refresh the list of values again.

Note: If agent names have been entered with more than 15 characters, the reports will only show the first name.


Glossary

Glossary

Abandoned Time: Abandoned time relates to lost calls and is the total age of a new incoming call at the point it was lost.

ARS: Automatic Route Selection See manual

Call Segment: A part of a call for which a pair of devices were connected i.e. inbound call from ringing to transfer is a segment, from transfer to next transfer is a segment, from answer or transfer to end of call (if no further transfers occur) is a segment.

DDI: Direct Dial Inwards A number that is associated to an incoming call through its lifecycle. This number gets translated to call an agent or a group. This number is presented by the PSTN when an incoming call rings: if the facility has been bought by the subscriber

DN: Directory Number The number that is associated with each agent name

Failed Calls: Unanswered Calls. (E.g. Agent dials external number and does not receive connect message from the PSTN.)

GOS: Grade of Service Similar to PCA. GOS = No. of calls answered within target / total of calls answered + lost calls. (Always less than or equal to PCA).

HNG: Highest Numbered Group An agent may be a member of a number of groups. The report will only show the information of the agent in the highest numbered group to which the agent belongs. (HNG is relevant for collective reports).

VM: Integrated Voice Mail Separate manual available

Lost Calls: 1. Incoming calls that neither connected to voice mail nor agent

2. Calls that were answered by VM but cleared before being transferred or reaching an answer flag in VM

3. Calls that failed to be answered after transfer by VM (without reaching answer flag).

PCA: Percentage Calls Answered. A popular quality metric to show the frequency with which calls are being answered within the user selected target answer time. PCA = No. of calls answered within target / total of calls answered. This is for a group/agent/trunk/trunk group. (NB:- This calculation does NOT take lost calls into consideration)

PBX: Private Branch Exchange (switch)

PSTN: Public Switched Telephone Network The 'rest of the world'. (Outside the Call environment of the switch).


Glossary

Target: Target is the group or device to which the switch has 'decided' to present the call (not necessarily its first preference). (E.g. The device which was targeted when the call was last queued, answered or alerting). Note Calls which are targeted at a group will have the group name as the last queued, answered or alerting, and NOT the individual agent or device. Note 2, Where TARGET is using LOST CALLS as the context, it is the device, which was originally targeted by the switch. Note 3, In systems front ended by the VM where no answer flag is issued and the VM transfers the call. The original target is re-assessed as that device to which the call is first transferred.

Tie Line: Trunk which only connects to a single other PBX. (E.g. AC15 connection between two switches.)

Total Answer Time: The time between arrival at switch or point of transfer (whichever is appropriate to this call segment), and point of answer (or call clear in case of unanswered segments).

Trunk: A connection to either another PBX or the PSTN.


Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become

applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its

discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others.

Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to

Avaya. This document contains propriety information of Avaya and is not to be

disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to

"[email protected]". © Copyright 2002 Avaya ECS Ltd.

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SDX FT-7 PC Terminal Installation Manual

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