Compact Contact Center V5 Reporter

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1 Compact Contact Center V5 Reporter 40DHB0002USDP Issue 1c (10th April 2007)

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5 Contents Introduction...7 Reporter - Introduction... 7 Reports... 8 Collective Reports... 9 Targeted Reports Individual Reports Microsoft CRM Reports Call Directions Using Reporter...13 Starting Reporter Reports Tab Preset Reports Tab Settings Tab Administration Tab Schedule a Report Custom Reports Reports...21 Account Code Reports Account Code Log by Agent Group Account Code Log by Agent Group (Graphical) Account Code Log by DID Account Code Log by DID (Graphical) Account Code Log by Target Account Code Log by Target (Graphical) External Transferred Account Code Outgoing Account Code Log Outgoing Account Code Log (Graphical) Agent Reports Agent Activity Agent Activity Trace Agent Individual Agent Tabular Transfer Call Tracking Detail by Agent Agent Group Reports Agent Group Graphical Summary Agent Group Member Call Duration (all calls) Agent Group Member Duration Outgoing Most Common Destination by Agent Group Agent Group Tabular Agent Group Tabular Summary (all calls) Agent Group Tabular Summary (Percentage in State) Agent Group Tabular Summary (Time in State) CLI Reports Customer Tracking by Call Identifier Customer Tracking by CLI Lost Call CLI DDI Reports DID Call Duration DID Distribution DID Distribution by Target DID Response DID Routing DID Summary Incoming DDI (DID) Summary Reporter Page v

6 CCC Reporter Summary Reports Incoming Duration Summary System Summary Target Reports Incoming Calls by Target Group Target Graphical Summary Target Member Duration Trunk Group Reports Trunk Group Activity Trunk Group Busy Trunk Group Call Duration Trunk Group Response Trunk Group Summary Voic Reports Voic Call Flow Monitor Voic Summary Voic Call Flow Monitor by Call Flow Name Voic Call Flow Monitor by Topic MS-CRM Sales Reports Account Activity and Notes Contact Activity and Notes Contact Center Summary by State/Province Contact Center Summary by Zip/Postal Opportunity Activity and Notes MS-CRM Service Reports Account Activity and Notes (MSCRM Service Report) Account Service Report Glossary...79 Index...83 Reporter Page vi

7 Introduction Reporter - Introduction The CCC Reporter module provides in depth historical reporting on Call Center activity. In addition to reporting on call information the CCC Reporter allows reporting on agent activity enabling human resource management. The product is supplied with a set of templates which have their parameters set by the user to create standard preset 'management ready' reports. With CCC Reporter, you can: Select a report type from a list of all the available report templates. Schedule and change the parameters for a selected report. Refresh the report data. Schedule reports to be printed or exported as either PDF, MS Word, MS Excel, Rich Text format or export to Crystal Reports for further formatting. Data for reports is obtained from the IP Office by the Delta Server, which resides on the Server PC of the call centre. The Archiver component within the Delta Server formats the data before passing to the SQL database. Requests for data to be displayed for the pre-defined parameters of a particular report are sent from the Client PC based Reporter, via Windows IIS, to the CCC Reporter software which retrieves the requested information from the database. The following diagram illustrates how data and information for the Reports is obtained and displayed on the web based CCC Reporter. The IP Office CCC has two concepts for standard historic reporting that cater for different views a supervisor may require of their contact centre. One type of report, referred to as Collective Reports, is based on arbitrary sets of agents and so does not necessarily correspond to the manner in which switch call routing is programmed. The second type of report, referred to as Targeted Reports, provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. The two types of reports allow queries in the form give me reports on how calls related to product technical support have been handled, as well as give me reports on how all of my technical support staff have performed. The former would be catered for by a target related report, whilst the latter would be a collective report. In addition, a third set of reports, referred to as Individual Reports and Specific Reports, providing data on individual agents activities, CLI, DID data, etc. Reporter Page 7

8 CCC Reporter Reports CCC provides a wide range of standard reports, listed below by category. Account Code Reports By Agent Group By Agent Group Graphical By DID By DID Graphical By Target By Target Graphical External Transfers Outgoing Outgoing Graphical Agent Reports Activity Activity Trace Individual Tabular Transfer Tracking Agent Group Reports Graphical Summary Member Call Duration Member Duration Outgoing Most Common Tabular Tabular All Calls Tabular Percentage Tabular Time in State CLI Reports Customer Tracking by Call Identifier Customer Tracking by CLI Lost Call CLI DDI Reports Call Duration Distribution Distribution by Target Response Routing Summary Incoming DDI Summary Summary Reports Incoming Duration Summary System Summary Target Reports Incoming Calls by Target Group Target Graphical Summary Target Member Duration Trunk Group Reports Activity Busy Call Duration Response Summary Voic Reports Call Flow Monitor Summary By Call Flow Name By Call Flow Topic MS-CRM Sales Reports Account Activity & Notes Contact Activity & Notes Summary by State & Province Summary by Zip/Postal Opportunity Activity Notes MS-CRM Service Reports Service Account Activity Notes Account Service Report Reporter Page 8

9 Introduction Collective Reports Collective reports provided their analysis base on collective analysis. These are particularly useful where the report is not required for skills analysis (the subject of the call), but rather for resource analysis. Therefore, a Call Center Manager overseeing multiple campaigns or skills would want to make use of these types of reports in order to create a set of skills or collective. To create a set of skills, each agent is required to be a member of this collective group and cannot be a member of another IP Office group of a higher number. For this reason it is customary for the collective group not to be used for call routing purposes (although that need not be the case). So, if reporting on multi-skilled agents, these types of reports would not be used for skills analysis, although reports aimed at answering departmental or team queries would be relevant. The reports exploiting highest number group or collective are: Account Code Log by Agent Group Account Code Log by DID Agent Group Graphical Summary Agent Group Member Duration Agent Group Member Call Duration Agent Group Busy Status Agent Group Tabular DID (DDI) Summary Incoming DID Summary Report Outgoing Account Code Costing Log Outgoing Account Code Log Outgoing Most Common Destination by Agent Group System Summary Trunk Group Activity Trunk Group Busy Trunk Group Call duration Trunk Group Response Trunk Group Summary VM Summary VM Call Flow Monitor VM Call Flow Monitor by Call Flow Name VM Call Flow Monitor by Topic. Cautions 1. Collective group reports do not necessarily make use of any switch routing groups. Hence these reports are susceptible to group creation that inadvertently is a higher number than the intended reporting collective group. Attention should be paid to this when planning group reports. 2. The principle of collectives should always be applied to trunks as calls are not presented to trunk groups. Reporter Page 9

10 CCC Reporter Targeted Reports As well as logging all calls such that collective reports may be generated to allow the measurement of team performance, the IP Office CCC Reporter also supports analysis based on the subject of a call. Call answer totals on these reports will show the number of calls for this skill or subject (as opposed to the number of calls answered by people who are members of the group). This, therefore, corresponds to skill or subject analysis. Targeted reports should not be used where a group is being administered to answer calls on various subjects, and the required analysis is on all calls taken by these agents irrespective of subject. Targeted reports should be used where the required analysis is how many calls on a particular subject (skill) were answered irrespective of other calls taken by the same agents. Targeted analysis is closely linked to switch programming, and does not require any switch group configuration other than that used for call presentation. Specific target reports are: Account Code Log by Target Agent Tabular DID (DDI) Distribution by Target Target Graphical Summary Target Member Call Duration Incoming by Target Group Caution As Targeted reports are based on the group to which the call was presented, then should a call to a certain subject overflow into a secondary or tertiary disposition it would be reported as having been for the secondary or tertiary subject. In other words, the subject that took the call will be credited for taking the call, and not necessarily the subject the caller required. Individual Reports In addition to 'collective' and 'target' reports, the Call Center Manager can analyze data on individual agents, DID's, CLI's, Incoming call, etc. The individual and specific reports are: Agent Activity Agent Activity Trace Agent Individual Customer Tracking by CLI Customer Tracking by Call Identifier DID (DDI) Call Duration DID (DDI) Distribution DID (DDI) Routing DID (DDI) Response External Transferred Account Code Incoming Duration Summary Lost Call CLI Transfer Call Tracking Detail by Agent Reporter Page 10

11 Introduction Microsoft CRM Reports There are a limited number of reports that have been created by combining the CCC V5 reporting architecture with a Microsoft CRM Report to create a unique report including telephony information. The specific reports are listed below. MS-CRM Sales Reports Account Activity and Notes Contact activity and notes Contact Center Summary by State-Province Contact Center Summary by Zip-Postal Opportunity Activity and Notes. MS-CRM Service Reports Account Activity and Notes Account Service Report The two Contact Center reports are modifications of an existing Microsoft CRM report where telephony interactions have been added to the 'Activities' section of each report. These reports are based on either the incoming CLI or the account reference of the customer. The new reports provide analytical telephone information divided by specific state, province, zip or postal code selected. On each report the following telephony information can be provided: Date/Time of interaction (within predefined time range) User/Agent who handles the interaction Length of call Inbound/Outbound The CCC V5 Microsoft CRM reports can be accessed from either the CCC reporting interface or from within Microsoft CRM Reporting. Reporter Page 11

12 CCC Reporter Call Directions The following definitions are used for call directions mentioned in reports. Code Name Description C Connection Incoming calls connected to voic but not answered, that is never answered by agent or never received an answered flag from voic . D Internal Unanswered Internal made and not answered. E Internal Calls Internal calls received and not answered, e.g. an internal call from another extension and it is not answered. F Outgoing Failed, For example a user makes an outgoing external call and it is not answered by the receiving party. G Intraflow In The transfer of an external incoming media type (e.g. calls) delivered to the switch by a PSTN trunk or tie line (permanent link between two switches). For reporting purposes this transfer connects two parties with the same highest numbered group. H Intraflow Out The transfer of an external media type (e.g. calls) carried away from the switch by a PSTN trunk or tie line (permanent link between two switches). For reporting purposes this transfer connects two parties with the same highest numbered group. I Incoming Answered Incoming media type (e.g. calls) answered by voic /agent or an incoming media type answered. J Intraflow Received The transfer of internal calls (e.g. calls) where both connected parties have the same highest numbered group and the device in the agent field is not the initial originator. K Interflow Received The transfer of internal calls (e.g. calls) where the connected parties have a different highest numbered group and the device in the agent field is not the initial originator. M Internal Made Internal made calls (e.g. calls), excluding transfers, where the device in the agent field is the originator. N Lost Incoming lost call (e.g. calls) that is unanswered by either voic or agent. Lost is where the originator of the call terminates the incoming call before it is answered or connected to voic and excludes lost redirected calls. O Outgoing Answered e.g. User makes a successful outgoing call (e.g. calls) and it is answered by the called party or a successful outgoing call and it is answered by the call device. R Internal Received Internal received excluding transfers, where the device in the agent field is the recipient. V Intraflow Made The transfer of internal calls (e.g. calls) where both connected parties have the same highest numbered group for reporting purposes and the device in the agent field is the initial originator. W Interflow Made The transfer of internal calls (e.g. calls) where the connected parties have a different highest numbered group and the device in the agent field is the initial originator. X Interflow In The transfer of an external media type (e.g. calls) delivered to the switch by a PSTN trunk or tie line. This transfer connects two parties with a different highest numbered group for reporting purposes. Y Interflow Out The transfer of an external media type (e.g. calls) carried away from the switch by a PSTN trunk or tie line. This transfer connects two parties with a different highest numbered group for reporting purposes. Reporter Page 12

13 Using Reporter Starting Reporter 1. Select Start Programs CCC. 2. Select CCC Reporting. 3. The CCC Reporting version screen is briefly displayed while Explorer is opening. Once opened, the main CCC Reporter screen, with the Reports tab opened, is displayed. Reports Tab This tab displays the available report types. Reports are divided into the categories shown on the left of the screen. If no category is selected then the All Reports field displays, in alphabetical order, all of the reports available. To get a brief description of a report click on the Description field. Clicking on any report name will open a web page dialog box to enable entry or any reporting criteria. Follow the instructions given on these menus to specify the required parameters. On completion, the report will be displayed. However, the Report will only be active whilst it is open. You can print and export, but once closed the report will revert to its default values. To setup a scheduled report use the Administration tab and then view it from the Preset Reports Tab. Reporter Page 13

14 CCC Reporter Preset Reports Tab When reports have been set up and created in the Administration tab, they appear in the Preset Reports tab. 1. To display a Preset Report, highlight and click on the report name. 2. The name changes to orange whilst the report is being loaded. 3. When a report is opened a copy of the report containing the data for the last time that the report was run is displayed. 4. You have the options to: Export: To as either a PDF file, in MS Word, in MS Excel, as Rich Text or to Crystal reports. Print: Select from the list the required printer. Reporter Page 14

15 Settings Tab The Settings tab can be used to set the language used for CCC Reporter. Using Reporter Language Used for configuring the language to be used in the Reporter. Style Used by the report. e.g. colours, typeface, etc. At present the Style is restricted to Default. Reporter Page 15

16 CCC Reporter Administration Tab From the Administration tab you can add Preset Reports. When a report has been added it is displayed on the screen. To add a scheduled report click Add. Each report displayed, has the following data fields: Report: The preset report name. Description: A description of the preset report History: To display the Preset Report history. Edit: Takes you back into the Parameters Values menus of the existing Preset Report. The frequency and interval of the report can be amended as well as the way the report is distributed. Parameters: Displays the Parameter Values for the selected report. Different reports will provide different menus. Delete: Deletes the existing Preset Report. Status: Toggles the status between Enable/Disable. Frequency: How often the report is run. Days: The days that the report is run. Times: The time that the report is run. Distribution: The way that the report will be distributed e.g. and/or print. Submitted: The date and time that the report was scheduled. Next Run: The date and time when the report will next be run. Last Run: The date and time that the report was last run. Last Run End: The date and time when the report will be run for the last time. Last Run Result: The result of the report the last time it was run. Language: The language that the report is shown in. Reporter Page 16

17 Schedule a Report Using Reporter 1. On the Administration tab click Add. 2. A list of all the available reports is displayed. 3. Select the required report and click OK. 2. A parameter values menu will be displayed. The menu will be appropriate for the type of report you have selected. In the example below the parameters relate to the 'Incoming Duration Summary' report. All the sections need to be completed. Where shown use the control to access further options and selections. To return to the parameters form click OK. 3. Click OK when all the details have been entered. 4. If any parameters are not completed a 'stop' message will show and you are returned to the Administration tab. Reporter Page 17

18 CCC Reporter 5. If all the parameters are completed a Preset report properties Schedule menu will be displayed. 6. Enter a description and select the frequency at which the report will run. 7. If you wish to automatically print the report when is has been run, click on Distribution. A print distribution menu will be displayed. To display a list of the available printer click Add. Highlight the required printed and enter the number of copies required. Click on the Schedule button to select when to print. Click OK to finish. 8. If your CCC system has been enabled for distribution, click the word Schedule. The Distribution menu will be displayed. Click on Add to select the addresses and the Explorer User Prompt will appear. Enter the required address and click OK. Select the format to send the report in and then enter a Subject title plus any message that you wish to go with the . Click on OK to finish. 9. Alternatively, when distribution is not required, from the Preset report properties Schedule menu, click OK to finish. 10. The newly created report will appear on the Administration tab and also on the Preset Reports tab. Reporter Page 18

19 Using Reporter Custom Reports Custom reports can be created in Crystal Reports and then previewed and published within Reporter. A Design Licence is required if more than 3 custom reports are to be published/previewed. With a licence an unlimited number of reports can be created and published. For more information on creating custom reports see the Report Designer manual. Preview a Custom Report The preview function is used to allow a custom report to be viewed before it is published on the server. 1. From the Administration tab click on the word Custom Report. 2. Click on the word Preview. 3. Use the Browse button the locate the custom report to be previewed. 4. Click on OK to preview the report. The report will be created and viewed on the screen. If it contains the information required it can be published to Reporter. Add a Custom Report 1. From the Administration tab click on the word Custom Report. 2. Click on the word Add. 3. Use the Browse button the locate the custom report to be published. 4. Click on OK to publish the report. 5. When the first custom report is published, a new category appears on the report selection screen, Reporter Page 19

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21 Reports Account Code Reports Account Code Log by Agent Group This report shows the Account Codes used by the agents in an agent group. It gives details of calls which have been account coded, their average and total duration s broken down by individual agents within the group. The calls are logged against the last agent to be connected. Notes: 1. If a call is transferred, it will be counted by the groups to which both the original and recipient agents belong. If that call was account coded before the transfer, '2' account coded calls will be logged (one per agent who connected) and if the first account code is input after the transfer, there are two calls logged - 1 with an account code, 1 without an account code. Reporter Page 21

22 CCC Reporter Account Code Log by Agent Group (Graphical) Reporter Page 22

23 Reports Account Code Log by DID Account codes are useful to identify and categorize call types initiated or received by DID. The Account Code Log Report by DID gives a detailed report of calls which have been account coded plus their average and total duration broken down by DID Number. This enables the Contact Centre Supervisor/ Manager to identify the amount of time spent per account code by DID. Calls are logged against the last agent to be connected on a call. Report Selection: The user selects the DID number to be reported on. Call Directions Included: The call directions include: G, I, X. Notes: 1. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time, it is the agent call time and not average duration of the call. 2. The I/C answered calls (including transfers), are the number of calls presented via the DID number, which were connected to the agent at the point that the call was completed. (note the call may be completed by either the calling or called party). 3. The DID is the number that has been set up within the switch, through which the calls are routed. 4. An account code will not be visible if it is not used within this period. You can only select account codes from a list of values providing the codes have already been used on the system. 5. The agent name is the name associated with the agent directory number at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. Reporter Page 23

24 CCC Reporter Account Code Log by DID (Graphical) This report shows details, including two graphs, of a breakdown of external incoming calls or transfers which were account coded, were not account coded and the time spent on each account code for external calls or transfers into a specified DID number. The graphs show: 1. The number of Account Coded calls for each Account Code 2. The total duration (in seconds) of account coded calls for each Account Code. 3. Hence exceptions are easily spotted. Report Selection: The user selects the both the range of account codes to be reported on and the DID number. Call Directions Included: The call directions include G, I, X. Reporter Page 24

25 Reports Account Code Log by Target Account codes are useful to identify and categorize call types received by the Agent. The Account Code Log Report by Target provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. The Account Code Log Report by Target gives a detailed report of calls which have been account coded, their average and total duration s broken down by individual agents within the group. This enables the Call Center Manager to identify the amount of time spent per account code by each agent. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent call time and not average duration of the call. This report shows the usage of account codes on incoming external calls which were presented to or transferred to the specified target. Report Selection: The user selects the target to be reported upon. Call Directions Included: The call directions include: G, H, I, O, X, Y. Notes: 1. An account code will not be visible if it is not used within this period. 2. The agent name is the name associated with the agent directory number at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. 3. The agent against which the call is logged, is the last agent that was connected during the segment being logged, where the account code was available. 4. If a call is transferred, it will be counted by the groups to which both the original and recipient agents belong. If that call was account coded before the transfer, '2' account coded calls will be logged (one per agent who connected) and if the first account code is input after the transfer, there are two calls logged - 1 with an account code, 1 without an account code. Reporter Page 25

26 CCC Reporter Account Code Log by Target (Graphical) A report, which provides a graphical representation of the number of the account coded calls by target, which provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. This also includes the total duration of account coded calls, enabling exceptions to be easily spotted. In addition the report provides a table for the number of calls per account code and the percentage of account codes that have been entered, highlighting the reliability of account code entry by agents. This report shows the usage of account codes on external calls which were presented to or transferred to the specified target, where the account codes are within the specified range. Report Selection: The user is prompted to enter (or to select from a list of values) the target to be reported upon. Call Directions Included: G, H, I, O, X, Y. Notes: 1. Account Code: You can only select account codes from a list of values providing the codes have already been used on the system. The account code will not be visible if it is not used within this period. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent call time and not average duration of the call. Reporter Page 26

27 Reports External Transferred Account Code A report which allows a costing analysis of outgoing and transferred calls, where costing information is available. Report Selection: The user selects the range of account codes to be reported upon. Call Directions Included: The call directions include: H, O. Notes: 1. The sum of all the answer times - the answer time being the time that the call was ringing for that segment before it was answered. 2. Call duration - this period excludes any duration that the trunk was held / parked by the agent. 3. The agent name is the name associated with the agent directory number at the time the record was written to the database. Reporter Page 27

28 CCC Reporter Outgoing Account Code Log Account codes are useful to identify and categorize call types. This provides tabular details on the number of outgoing calls that have been account coded, their average and total duration s broken down by account code number. This enables the Contact Centre Supervisor/Manager to identify the amount of time spent, per account code. Report Selection: Call Directions Included: The call direction is O. Notes: 1. The duration of the call is the actual action time of that call. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent call time and not average duration of the call. 2. The total of 'Average O/G Duration' is the average of all calls for each account code, per media type and not a total for that column. Reporter Page 28

29 Outgoing Account Code Log (Graphical) As Outgoing but shown as a graphical representation of the number of outgoing calls that have been account coded, their average and total duration s broken down by account code number. Reports Reporter Page 29

30 CCC Reporter Agent Reports Agent Activity A report, which provides the Contact Centre Supervisor/Manager with an in-depth analysis, via a detailed line by line breakdown, of all the agents calls for the day. The report includes each call the agent has made or received with CLI and DID information. Report Selection: The user is prompted to enter (or select from a list of values) the agent name. Reporter Page 30

31 Reports Agent Activity Trace A report that provides in depth analysis, via a detailed line by line breakdown, of all the agents calls for the day and each activity status change. In addition to the reporting of each call the agent has made or received, activities are reported such as log on, log off, busy Wrap up, Busy Not available and Busy. Report Selection: The user is prompted to enter the agent directory number to be reported upon. In addition, the start and end dates must be entered. Reporter Page 31

32 CCC Reporter Agent Individual A report which illustrates the call flow (including internal calls and transfers), time in state, durations and the number of answered call per day for an individual agent. Report Selection: The user is prompted to enter (or to select from a list of values) the agent name. Notes: 1. The activity times relate only to the state of the agent device and not to the media types Reporter Page 32

33 Reports Agent Tabular A report which provides detailed analysis for an individual agent, giving a breakdown of the number of calls answered for each campaign or target group enabling the supervisors to determine which skills the agent is more proficient in and where more focused training is required. The report includes total call duration s and average duration per campaign or skill. This report illustrates the number of new (external) incoming calls and internal calls that were answered by a specified agent. Broken down by their target at the time they were answered. Report Selection: The user selects the agent to be reported upon. Call Directions Included: The call directions include: I and R. Notes: 1. The agent name is the name associated with the agent directory number at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. 2. The duration of the call is the actual action time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent call time and not average duration of the call. Reporter Page 33

34 CCC Reporter Transfer Call Tracking Detail by Agent A report which provides a list of all transfers made or received by the specified agent. This enables Contact Centre Supervisor/Manager to track individual calls that an agent has handled, and can identify were the IP Office call routing needs to be changed. It can also show where training is required as the agent is not equipped to handle the particular call type they were presented. Report Selection: The user selects the agents to be reported on. Reporter Page 34

35 Agent Group Reports Reports Agent Group Graphical Summary A report which provides a graphical summary of a group of agents. Each graph ranks the agents so it is easy to spot the best performing agents at a glance from this report. Report Selection: The user selects the Agent Group to be reported on. Call Directions Included:. Average action time per call broken down by the agent. Call directions include G, H, I, O, X, Y. The number of outgoing answered calls and transfers as per grid above, broken down by agent. Call directions include H, O, Y. The number of incoming calls and transfers as per grid above, broken down by agent. Call directions include G, I, X. Notes: Reporter Page 35

36 CCC Reporter 1. Agent action time This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time. This metric uses the average call time, that is a call transferred by an agent will be factored into the average, even though it has already been answered elsewhere. Reporter Page 36

37 Reports Agent Group Member Call Duration (all calls) A report which provides, by definable agent group, a breakdown of incoming and outgoing call duration s for internal and external calls enabling comparisons to be made between agents in terms of the amount of time they spend on incoming calls (internal and external) and outgoing calls (internal and external). Contact Centre Supervisor/Manager can focus training if there are an excessive amount of calls outside the thresholds set. Report Selection: The user selects the agent group to be reported upon. Call Directions Included: The call directions include: G, I, X, H, O, Y, M, V, W, J, K, R. Notes: 1. The agent name is the name associated with the agent directory number at the time the record was written to the database. If the agent's name changes during this reporting period, that data will be shown under the two names. This also includes spelling or case changes of the agent's name 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. 3. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time, it is the agent call time and not the average duration of the call. 4. In this report, transferred calls are included. For example an agent who receives an outgoing call transfer and talks to that customer for longer than the long call time, will count as a long outgoing call, even though the agent didn't originally make the call. Reporter Page 37

38 CCC Reporter Agent Group Member Duration A report which provides, by definable agent group, a breakdown of incoming and outgoing external duration s enabling comparisons to be made between agents in terms of the amount of time they spend on incoming and outgoing external calls. Contact Centre Supervisor/Manager can focus training if there are an excessive amount of calls outside the thresholds set. Report Selection: The user selects the agent group to be reported upon. Call Directions Included: The call directions include G, I, X for incoming calls and transfers and H, O, Y for outgoing calls and transfers. Notes: 1. The duration of the call is the actual action time of that call. This period excludes any duration that the trunk was held / parked by the agent 2. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent call time and not average duration of the call. Reporter Page 38

39 Reports Outgoing Most Common Destination by Agent Group A report, which provides the supervisor with the ability to establish which are the most, dialed numbers for the selected agent group. In relation to the number dialed it shows the total cost per number, maximum cost, average cost and duration of calls. This enables calls to be controlled and barring to be implemented if appropriate. This report is ordered (descending) by the O/G Answered column to show the most common destinations of successful outgoing calls for members of the specified agent group. The values shown on this report are for external calls only. Call Directions Included: The call directions are: O, H, Y. Notes: 1. The duration of the call is the actual action time of that call. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent call time and not average duration of the call. Reporter Page 39

40 CCC Reporter Agent Group Tabular A report which provides detailed analysis for a specific agent group, skill or campaign, which breakdowns the number of internal and external calls answered by each agent enabling the supervisor to compare one agents performance with another s. To determine whether training or incentives can be targeted to individuals to help improve productivity of agents for this specific campaign or skill. The report includes total call duration s and average duration. Report Selection: The user selects the agent group to be reported upon. Call Directions Included: Call directions include: I and R. Notes: 1. The target is that destination group or agent, selected by the switch to receive this call or transfer. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent call time and not average duration of the call. Reporter Page 40

41 Reports Agent Group Tabular Summary (all calls) A report which provides detailed analysis of time in state and call performance per agent for external calls and internal calls, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another s. Training or incentives may then be targeted to individuals to help improve productivity. Report Selection: The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. Reporter Page 41

42 CCC Reporter Agent Group Tabular Summary (Percentage in State) A report which provides detailed analysis of time in state and performance per agent for external calls, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another s. Data is expressed as a percentage of time in state against total time. Training or incentives may then be targeted to individuals to help improve productivity. Report Selection: The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. Call Directions Included: The call directions include: H, O, Y, G, I, X. Notes: 1. The agent name is the name associated with the agent directory number at the time the record was written to the database. It is important to note that if a call is lost whilst queued against the target, but no agent has been alerted within the group, there is no agent to report on, consequently the last recipient is considered to be the target group. Therefore, when running this report it is possible to observe agent group names in the agent name column. This relates to calls, which are lost in this manner. 2. O/G Answered (including transfers) - This includes failed outgoing call attempts but is not inclusive of failed transfers of an outgoing call. 3. Logged On - As this is an historical report, the agents need to have logged off before the time spent logged on can be calculated 4. Ready - This is defined as the state where the agent is logged on and not presently involved in a call, or in Busy Wrap Up or Busy Not Available. 5. Busy - Busy state in respect to agents, is the time in which the reflected agent has spent in the following states: Time spent between initialising a dial-up sequence and resolution of the ARS package. The time that the agents' terminal is in-operable, for example the time the terminal has been disconnected from the switch. The time spent programming the terminal. Continuously monitoring the other device, that is listening in to another agent call. Reporter Page 42

43 Reports 6. If an agent enters Busy NA whilst on a call, the connection status of that call will take precedence over Busy NA until the call has cleared. At which point Busy NA state will be measured. Busy NA (not available) restricts all calls to that agent, including internal calls. 7. 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. At which point Busy WrapUp state will be measured. Busy WrapUp restricts incoming calls to agent - the agent can however receive internal calls. 8. Incoming - The time spent connected to an incoming external call from the point of answer, exclusive of holding time as defined in Hold State, until the time that the call was either cleared or transferred away from the reflected agent. This time is inclusive of time spent connected to transfers of incoming calls. 9. Outgoing - If the agent holds the outgoing call, the rules outlined in Holding State will 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 as outlined in Holding State will apply. 10. The state time metrics are historical and measured from start to finish of state activity. State activity will not contribute to totals until full duration of a state segment is known. 11. The activity times relate only to state of agent device and not to media types. Reporter Page 43

44 CCC Reporter Agent Group Tabular Summary (Time in State) A report which provides detailed analysis of time in state and performance per agent for external calls, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another s. Data is expressed as a percentage of time in state against total time. Training or incentives may then be targeted to individuals to help improve productivity. Report Selection: The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. Call Directions Included: The call directions include: H, O, Y, G, I, X. Notes: 1. The agent name is the name associated with the agent directory number at the time the record was written to the database. It is important to note that if a call is lost whilst queued against the target, but no agent has been alerted within the group, there is no agent to report on, consequently the last recipient is considered to be the target group. Therefore, when running this report it is possible to observe agent group names in the agent name column. This relates to calls, which are lost in this manner. 2. O/G Answered (including transfers) - This includes failed outgoing call attempts but is not inclusive of failed transfers of an outgoing call. 3. Logged On - As this is an historical report, the agents need to have logged off before the time spent logged on can be calculated 4. Ready - This is defined as the state where the agent is logged on and not presently involved in a call, or in Busy Wrap Up or Busy Not Available. 5. Busy - Busy state in respect to agents, is the time in which the reflected agent has spent in the following states: Time spent between initialising a dial-up sequence and resolution of the ARS package. The time that the agents' terminal is in-operable, for example the time the terminal has been disconnected from the switch. The time spent programming the terminal. Continuously monitoring the other device, that is listening in to another agent call. Reporter Page 44

45 Reports 6. If an agent enters Busy NA whilst on a call, the connection status of that call will take precedence over Busy NA until the call has cleared. At which point Busy NA state will be measured. Busy NA (not available) restricts all calls to that agent, including internal calls. 7. 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. At which point Busy WrapUp state will be measured. Busy WrapUp restricts incoming calls to agent - the agent can however receive internal calls. 8. Incoming - The time spent connected to an incoming external call from the point of answer, exclusive of holding time as defined in Hold State, until the time that the call was either cleared or transferred away from the reflected agent. This time is inclusive of time spent connected to transfers of incoming calls. 9. Outgoing - If the agent holds the outgoing call, the rules outlined in Holding State will 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 as outlined in Holding State will apply. 10. The state time metrics are historical and measured from start to finish of state activity. State activity will not contribute to totals until full duration of a state segment is known. 11. The activity times relate only to state of agent device and not to media types. Reporter Page 45

46 CCC Reporter CLI Reports Customer Tracking by Call Identifier A report, which provides detailed analysis of all segments of calls from a specific call identifier. It is designed to be used in conjunction with the Customer Tracking Report by CLI detailed above. The Call identifier field is carried with call for their entire life within the IP Office. This allows a call to be tracked throughout its life. Report Selection: The user selects the call identifier, which is attached to all record for the entire life of the call and may be used as a parameter for other options. Call Directions Included: The call direction is G. Notes: 1. The sum of all answer times; the answer being the time that the call was ringing for that segment before it was answered. 2. The call duration period excludes any time that the trunk was Held/Parked by the agent. 3. The agent name is the name associated with the agent directory number at the time that the record was written to the database. Reporter Page 46

47 Reports Customer Tracking by CLI A report, which provides detailed analysis of all segments of calls from a specific Calling Line Identity (CLI). It is particularly useful in dealing with a situation where a caller may complain about the service they have received. By running a report against their CLI the Contact Centre Supervisor/Manager can quickly identify if the complaint is valid and the cause of the problem. The Call identifier field may be used as the filter in the Customer Tracking report by Call identifier to show all segments of a call. It reports the entire life of the call including all on switch transfers. Report Selection: The user selects the CLI to be reported on. Call Directions Included: The call directions are G and I. Notes: 1. The sum of all answer times; the answer being the time that the call was ringing for that segment before it was answered. 2. The call duration period excludes any time that the trunk was Held/Parked by the agent. 3. The agent name is the name associated with the agent directory number at the time that the record was written to the database. Reporter Page 47

48 CCC Reporter Lost Call CLI A report which provides detailed analysis on incoming calls that have been lost on all DID s and pilot numbers. This includes the time and date of the each call and the CLI (if presented). Contact Centre Supervisor/Manager can then analysis where calls are being lost and balance the available agent resources across different campaigns. More importantly it enables the Contact Centre to re-establish contact with those customers who were dissatisfied with the level of service they received on their initial call and retrieve potential lost revenue. The user specifies their minimum abandoned time for calls, in seconds. PSTN trunk or tie line. This transfer connects two parties with a different highest numbered group for reporting purposes. Report Selection: Call Directions Included: The call directions include C, G, I, N, X. Notes: Lost calls in this report include: 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). Reporter Page 48

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