CCC Report Manager Standard Reports

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1 CCC Report Manager Standard Reports 40DHB0002USBE Issue 2 (12/14/2001)

2 Contents Introduction 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 DID (Graphical)...8 Account Code Log by DID...10 Account Code Log by Target...11 Account Code Log by Target (Graphical)...12 Outgoing Account Code Log (Graphical)...14 Outgoing Account Code Log...15 Reports by Agent Activity Agent Activity Report...18 Agent Activity Trace...19 Agent Group Busy Status...20 Transfer Call Tracking Details by Agent...21 Agent Group Graphical Summary (all Calls)...22 Agent Group Graphical Summary...24 Agent Group Member Call Duration (all Calls)...26 Agent Group Member Call Duration...28 Agent Group Tabular...30 Agent Group Tabular Summary (all calls)...31 Agent Group Tabular Summary...32 Individual Agent...34 Agent Tabular...35 Agent Callback Request...36 Outgoing Most Called Destination by Agent Group...37 Trunk Reports Trunk Group Activity...40 Trunk Group Busy...42 Trunk Group Summary...43 Trunk Group Call Duration...44 Trunk Group Response...46 Caller ID Reports Customer Tracking by Call Identifier...50 Customer Tracking by ICLID...51 Lost Call ICLID...52 DID Reports DID Call Duration...54 DID Distribution by Target...56 DID Distribution...57 DID Response...58 DID Summary (all calls)...60 DID Summary...62 Incoming DID Summary...63 DID Routing...64 Various Reports VM Call Flow Monitor by Topic...66 CCC Report Manager Page 2

3 Introduction VM Call Flow Monitor by Call Flow Name...67 VM Call Flow Monitor...68 Outgoing Most Called Destination...69 VM Summary...70 Incoming Call Duration Summary...72 Target Member Call Duration...73 System Summary...74 Target Graphical Summary...76 Time in Activity General Rules Glossary CCC Report Manager Page 3

4 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 sections: "Reports by Account Codes" on page 5. "Reports by Agent Activity" on page 17. "Trunk Reports" on page 39. "Caller ID Reports" on page 49. "DID Reports" on page 53. "Various Reports" on page 65. CCC Report Manager Page 4

5 Reports by Account Codes Reports by Account Codes "Account Code Log by Agent Group (Graphical)" on page 6. "Account Code Log by Agent Group" on page 7. "Account Code Log by DID (Graphical)" on page 8. "Account Code Log by DID" on page 10. "Account Code Log by Target" on page 11. "Account Code Log by Target (Graphical)" on page 12. "Outgoing Account Code Log (Graphical)" on page 14. "Outgoing Account Code Log" on page 15. CCC Report Manager Page 5

6 Reports by Account Codes Account Code Log by Agent Group (Graphical) This report shows details, including graphs, of all account codes utilized within an agent group. It also shows the number of calls within a user specified range. CCC Report Manager Page 6

7 Reports by Account Codes Account Code Log by Agent Group CCC Report Manager Page 7

8 Reports by Account Codes Account Code Log by DID (Graphical) This report shows details, including graphs, a breakdown of external incoming calls or tansfers which were account coded, were not account coded and time spent on each account code for external calls or transfers into a specific DID number. The call directions include G, I, X. Please refer to call direction code explanations. the user selects the range of account codes to be reported on and the DID number to be reported on. CCC Report Manager Page 8

9 Reports by Account Codes CCC Report Manager Page 9

10 Reports by Account Codes Account Code Log by DID CCC Report Manager Page 10

11 Reports by Account Codes Account Code Log by Target CCC Report Manager Page 11

12 Reports by Account Codes Account Code Log by Target (Graphical) CCC Report Manager Page 12

13 Reports by Account Codes CCC Report Manager Page 13

14 Reports by Account Codes Outgoing Account Code Log (Graphical) CCC Report Manager Page 14

15 Reports by Account Codes Outgoing Account Code Log CCC Report Manager Page 15

16 Reports by Account Codes This page has been deliberately left blank. CCC Report Manager Page 16

17 Reports by Agent Activity Reports by Agent Activity "Agent Activity Report" on page 18. "Agent Activity Trace" on page 19. "Agent Group Busy Status" on page 20. "Transfer Call Tracking Details by Agent" on page 21. "Agent Group Graphical Summary (all Calls)" on page 22. "Agent Group Graphical Summary" on page 24. "Agent Group Member Call Duration (all Calls)" on page 26. "Agent Group Member Call Duration" on page 28. "Agent Group Tabular" on page 30. "Agent Group Tabular Summary (all calls)" on page 31. "Agent Group Tabular Summary" on page 32. "Individual Agent" on page 34. "Agent Tabular" on page 35. "Agent Callback Request" on page 36. "Outgoing Most Called Destination by Agent Group" on page 37. CCC Report Manager Page 17

18 Reports by Agent Activity Agent Activity Report CCC Report Manager Page 18

19 Reports by Agent Activity Agent Activity Trace CCC Report Manager Page 19

20 Reports by Agent Activity Agent Group Busy Status CCC Report Manager Page 20

21 Reports by Agent Activity Transfer Call Tracking Details by Agent CCC Report Manager Page 21

22 Reports by Agent Activity Agent Group Graphical Summary (all Calls) This report summarises the activities of a group of agents and includes internal received and made calls, internal received and made transfers, incoming answered and outgoing made calls and transfers. CCC Report Manager Page 22

23 Reports by Agent Activity CCC Report Manager Page 23

24 Reports by Agent Activity Agent Group Graphical Summary CCC Report Manager Page 24

25 Reports by Agent Activity CCC Report Manager Page 25

26 Reports by Agent Activity Agent Group Member Call Duration (all Calls) CCC Report Manager Page 26

27 Reports by Agent Activity CCC Report Manager Page 27

28 Reports by Agent Activity Agent Group Member Call Duration CCC Report Manager Page 28

29 Reports by Agent Activity CCC Report Manager Page 29

30 Reports by Agent Activity Agent Group Tabular CCC Report Manager Page 30

31 Reports by Agent Activity Agent Group Tabular Summary (all calls) CCC Report Manager Page 31

32 Reports by Agent Activity Agent Group Tabular Summary CCC Report Manager Page 32

33 Reports by Agent Activity CCC Report Manager Page 33

34 Reports by Agent Activity Individual Agent CCC Report Manager Page 34

35 Reports by Agent Activity Agent Tabular CCC Report Manager Page 35

36 Reports by Agent Activity Agent Callback Request CCC Report Manager Page 36

37 Reports by Agent Activity Outgoing Most Called Destination by Agent Group CCC Report Manager Page 37

38 Reports by Agent Activity This page has been deliberately left blank CCC Report Manager Page 38

39 Trunk Reports Trunk Reports "Trunk Group Activity" on page 40. "Trunk Group Busy" on page 42. "Trunk Group Summary" on page 43. "Trunk Group Call Duration" on page 44 "Trunk Group Response" on page 46. CCC Report Manager Page 39

40 Trunk Reports Trunk Group Activity CCC Report Manager Page 40

41 Trunk Reports CCC Report Manager Page 41

42 Trunk Reports Trunk Group Busy CCC Report Manager Page 42

43 Trunk Reports Trunk Group Summary CCC Report Manager Page 43

44 Trunk Reports Trunk Group Call Duration CCC Report Manager Page 44

45 Trunk Reports CCC Report Manager Page 45

46 Trunk Reports Trunk Group Response CCC Report Manager Page 46

47 Trunk Reports CCC Report Manager Page 47

48 Trunk Reports This page has been deliberately left blank CCC Report Manager Page 48

49 Caller ID Reports Caller ID Reports "Customer Tracking by Call Identifier" on page 50. "Customer Tracking by ICLID" on page 51. "Lost Call ICLID" on page 52. CCC Report Manager Page 49

50 Caller ID Reports Customer Tracking by Call Identifier CCC Report Manager Page 50

51 Caller ID Reports Customer Tracking by ICLID CCC Report Manager Page 51

52 Caller ID Reports Lost Call ICLID CCC Report Manager Page 52

53 DID Reports DID Reports "DID Call Duration" on page 54. "DID Distribution by Target" on page 56. "DID Distribution" on page 57. "DID Response" on page 58. "DID Summary (all calls)" on page 60. "DID Summary" on page 62. "Incoming DID Summary" on page 63. "DID Routing" on page 64. CCC Report Manager Page 53

54 DID Reports DID Call Duration CCC Report Manager Page 54

55 DID Reports CCC Report Manager Page 55

56 DID Reports DID Distribution by Target CCC Report Manager Page 56

57 DID Reports DID Distribution CCC Report Manager Page 57

58 DID Reports DID Response CCC Report Manager Page 58

59 DID Reports CCC Report Manager Page 59

60 DID Reports DID Summary (all calls) CCC Report Manager Page 60

61 DID Reports CCC Report Manager Page 61

62 DID Reports DID Summary CCC Report Manager Page 62

63 DID Reports Incoming DID Summary CCC Report Manager Page 63

64 DID Reports DID Routing CCC Report Manager Page 64

65 Various Reports Various Reports "VM Call Flow Monitor by Topic" on page 66. "VM Call Flow Monitor by Call Flow Name" on page 67. "VM Call Flow Monitor" on page 68. "Outgoing Most Called Destination" on page 69. "VM Summary" on page 70. "Incoming Call Duration" on page 72. "Target Member Call Duration" on page 73. "System Summary" on page 74. "Target Graphical Summary" on page 76. CCC Report Manager Page 65

66 VM Call Flow Monitor by Topic CCC Report Manager Page 66

67 VM Call Flow Monitor by Call Flow Name CCC Report Manager Page 67

68 VM Call Flow Monitor CCC Report Manager Page 68

69 Outgoing Most Called Destination CCC Report Manager Page 69

70 VM Summary CCC Report Manager Page 70

71 CCC Report Manager Page 71

72 Incoming Call Duration Summary CCC Report Manager Page 72

73 Target Member Call Duration CCC Report Manager Page 73

74 System Summary CCC Report Manager Page 74

75 CCC Report Manager Page 75

76 Target Graphical Summary CCC Report Manager Page 76

77 CCC Report Manager Page 77

78 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: : 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 while 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 while 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 while 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 while 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. CCC Report Manager Page 78

79 General Rules General Rules General Rule for Account Coded Calls A call, which 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 DID 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 into the with more than 15 characters, the reports will only show the first name. CCC Report Manager Page 79

80 Glossary Glossary Abandoned Time ARS Call Segment DID DN Failed Calls GOS HNG VM Lost Calls PCA PBX PSTN Target Tie Line Total Answer Time Trunk Abandoned time relates to lost calls and is the total age of a new incoming call at the point it was lost. Automatic Route Selection See manual 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. Direct Inward Dial A number that is associated to an incoming call through it's 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 Directory Number The number that is associated with each agent name Unanswered Calls. (E.g. Agent dials external number and does not receive a connect message from the PSTN.) 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). 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). Integrated Voice Mail Separate manual available 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). 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) Private Branch Exchange (switch) Public Switched Telephone Network The 'rest of the world'. (Outside the Call environment of the switch). 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 reassessed as that device to which the call is first transferred. Trunk which only connects to a single other PBX. (E.g. AC15 connection between two switches.) 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). A connection to either another PBX or the PSTN. CCC Report Manager Page 80

81 This page has been deliberately left blank CCC Report Manager Page 81

82 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 Copyright 2001 Avaya ECS Ltd. All rights reserved. Avaya Global SME Solutions Sterling Court Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel: +44 (0) Fax: +44 (0) Web: CCC Report Manager Page 82

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