ACD Reports Users Guide. Technology For Business 1112 Ocean Drive Suite 202 Phone Fax

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1 ACD REPORTS v 2.0a

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3 ACD Reports Users Guide Technology For Business 1112 Ocean Drive Suite 202 Phone Fax

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5 Contents ACD Reports Introduction 3 Features Summary 4 New Features in Versions 1.4 to New Features in Version What this Guide Covers 5 MODULE 1 Getting Started with ACD Reports 8 Starting the Reports Browser 9 Running and Navigating Reports 12 MODULE 2 Reading Reports 21 Finding the Report You Need 22 Glossary and Report Labels 25 Interpreting Reports 29 Does it Add Up? 29 How is it Calculated? 30 Comparing to Other Tools 32 Reporting FAQs 33 MODULE 3 Report Reference 35 Top Level Summary Reports 38 Daily Summary Report 39 Agent Audit Trail 42 Detail Reports 43 Call Detail ACD Report 44 Call Detail PBX Report 51 Statistical Reports 54 Statistical Reports 55 Call Activity Report 56 Call Duration Report 57 Call Accounting Station 58 Call Accounting SMDR Log 59 Agent Call Summary 60 Agent Call Activity 61 Agent Summary 62 Agent Filter 63 Account Activity 64 Account Detail 65 Account Usage 66 1

6 Split Activity 67 Split Detail 68 Split Usage 68 Split Usage 69 Split Disposition 70 Split Filter 71 Split Service Level 75 DNIS Activity 76 DNIS Detail 76 DNIS Detail 77 DNIS Usage 78 DNIS Disposition 79 DNIS Filter 80 DNIS Service Level 82 IVR Activity Reports Filter 83 MODULE 4 Using the Search Tool 97 Appendix A Glossary 102 Appendix B Stat Codes 106 2

7 ACD Reports Introduction This manual presents instructions for using the TFB ACD Reports Browser, interpreting reports, and using the extended features of the system. ACD reports is designed for businesses that rely on their contact center for customer interaction, and that rely heavily on reporting to tell them what their agents and customers are doing. In most systems, the discrete technologies behind the call center, such as the ACD, CTI, and IVR, each have their own distinct reporting mechanisms. Integrating the reporting output from these systems can be difficult, if not completely impractical. What s more, reporting packages are often designed as closed systems, without mechanisms that allow automated output of data or extension of reporting capabilities. TFB s ACD Reports offers a powerful alternative to traditional inflexible and closed telephony reporting systems. Its flexible reporting modules allow you to gather, print, and export call center metrics in the manner that best suits your organization. ACD Reports integrates transaction reporting from ACD, CTI, and IVR components into a single repository of data. Turnkey components let you get up and running quickly, while the open source and data give your technical staff the ability to step in and use the data how the see fit. 3

8 Features TFB s ACD Reports provides open data for use with your preferred reporting tools, and is bundled with the ACD Report Browser, which puts vital agent and call statistics at your supervisor s fingertips. ACD Reports interacts seamlessly with other modules from TFB as well as the NEAX ACD to meld reporting from agents, the ACD, and automated features into a single stream of data. Features Summary o Flexible, Easy to Use Reporting Tool The ACD Report Generator is flexible enough to allow searches, show a library of preset reports, or let users click around on reports for more detail. o Intuitive Drill Down System Instead just presenting static reports, selected reporting fields can be clicked on for greater detail. o Integrated with Other Features Integrates seamlessly with TFB s Enhanced Automated Attendant, Agent , Agent Chat, Enhanced Call Center Routing, Automated Callback, and even custom applications to provide a truly comprehensive call center reporting solution. New Features in Versions 1.4 to 2.0 o Saving custom reports The ACD Report Browser allows users to search for specific call records by agent, caller, ANI, and other parameters. o Filter Reports Filter reports by split, DNIS, and pilot, allow users to aggregate statistics for specific combination of splits, or DNIS, or pilots. o Send Reports by Users can send any report via with the click of the mouse. o PBX Line Reports Includes support for PBX reporting. Note that this requires optional SMDR and MIS integration. TECHNOLOGY FOR BUSINESS CORP. 4

9 New Features in Version 2.1 o Business Unit Reporting Instead of relying on reports grouped by Pilot, Split, or DNIS according to ACD architecture new features allows you to reports based on your business organization. o Tool Tips Labels on the report offer pop up tools tips to indicate the label definition. Just put your mouse on a label to see the definition. o System Report This report displays information about the system itself. What this Guide Covers This document is intended for users of the ACD Reports Browser, the thin client application that is the primary report generator interface for ACD Reports. Topics include basic Report Browser functionality, using and reading preset reports, and using the search tool to generate reports. Topics are grouped into modules as shown. There are several new features also described in this document Module 1 Getting Started with ACD Reports Module 2 Reading Reports Module 3 Report Reference Module 4 Using the Search Tool This guide assumes the reader is familiar with the vocabulary of telephony and that of the NEAX switch specifically. TECHNOLOGY FOR BUSINESS CORP. 5

10 Important Vocabulary Used in this Guide Although this manual assumes the reader already understands basic telephony concepts, the mix of computer and telephony disciplines makes it useful to define the following glossary of foundational words. A more complete glossary is in the appendices, and specific definitions of reporting labels are listed in Module 2. Standard Glossary Label Definition Answered Call answered by an ACD agent. Abandon DNIS Field Monitored Pilot Pilot Queued IVR Split Indicates call disconnected in queue. Same as pilot, but it is the initial pilot registered on the call Any labeled column or row of data in a report A Pilot that is configurable and visible to the ACD A unique call route in the ACD, assigned a unique Pilot Number, and Pilot Name The process of putting a call into an ACD split or splits. Call disconnected on an IVR port but not in queue. Usually indicated caller hung up before completing the IVR session. A unique call route in the ACD, used interchangeably with DNIS That s It? Not quite. But those definitions are key to understanding the meaning of the labels, dispositions, and metrics used in reporting. For a more complete glossary, see the appendices, and the specific definitions of reporting labels are listed in Module 2. TECHNOLOGY FOR BUSINESS CORP. 6

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12 Module 1 Getting Started with ACD Reports The ACD Reports Browser is the only interface required to read, print, export, and reports. You can also search for data such as particular calls, customers or agent activity. It works like your web browser, and can be used by anyone on your LAN with very little training. There are just a few important things to know in order to use the browser and read every report in the system. This section shows you: How to Start the ACD Reports Browser How to Run and Navigate Reports How to Do a Data Search How to Print a Report or Export Reports to Excel How to Send Reports via TECHNOLOGY FOR BUSINESS CORP. 8

13 Starting the Reports Browser The ACD Reports Browser is used to run reports, export data to Excel, and print. It works a lot like your web browser. Each report is a web page, with links inside it to more detailed data. After starting the Report Browser, you ll notice also that it has Forward, Back, and Stop buttons, like a browser. TO START THE REPORT BROWSER 1 Double-click the ACD Reports Icon on your Windows desktop 2 If the Server is not found, ask your IT department for the TFB Media Server IP address. When you start the Reports Browser for the first time, make sure it has been properly installed with the correct IP address of the TFB Media Server. Your IT staff should be able to help you with this. If there is no ACD Reports browser icon on your desktop, it is probably not installed on your system. If the Report Browser opens no data appears it is probably not looking at the correct server. Your IT staff can supply you with the correct address or server name. Use the following procedure to change the server used by your Report Browser. SETTING THE SERVER IP IN THE REPORT BROWSER 1 Double-click the ACD Reports Icon 2 If the Server is not found, ask your IT department for the TFB Media Server IP address. TECHNOLOGY FOR BUSINESS CORP. 9

14 Browser Layout Reports are accessed from the Navigation tree in the left pane of the Browser window. There are two distinct report layouts, depending on which tab is selected. Report Library Select Preset Reports from the Navigation Tree Search Find specific call Data by using the Search Engine Browser in Reports Library View Browser Navigation Bar Report Navigation Window Reports Window Reports Tab Search Tab Print, Export (to Excel) And Buttons Feature Browser Navigation Bar Report Navigation Window Navigation Tree Reports Tab Search Tab Reports Window Print Button Export Button Button What It s For Move forward and backward between reports Select which report appears in the Reports Window Select the desired from categories Selects the Report view Selects the Search view View, Print, and Export Reports Prints the currently viewed report Exports the currently viewed report to Microsoft Excel Sends the currently viewed report via TECHNOLOGY FOR BUSINESS CORP. 10

15 The Reports view appears when you first open the browser. By selecting the Search tab, you can open the Search view and find records that contain specific phone numbers, agents, pilots, splits, and more. Browser in Search View Call Search Fields Reports Window Saved Searches Window Reports Tab Search Tab TECHNOLOGY FOR BUSINESS CORP. 11

16 Running and Navigating Reports The ACD Reports Browser is used to run reports, export data to Excel, and print. It works a lot like your web browser. Each report is a web page with links to more detailed data. After starting the Report Browser, you ll notice also that it has Forward, Back, and Stop buttons, like a browser. TO RUN A PRESET REPORT 1 Select the Reports Tab from the lower left. 2 From the Navigation Tree in the left hand window, click the desired report, or report category. Any branch with a + next to it has more reports underneath. 3 Follow the instructions in the next section to run each report. Some reports simply appear where selected, other require you to enter specific ranges, pilots, or splits. Select the Desired Report from the Navigation Tree Report appears in the Reports Window Reports Tab Search Tab TECHNOLOGY FOR BUSINESS CORP. 12

17 Many reports allow you to specify a date range, specific pilots or splits, and other parameters. Before displaying data, simply set the parameters and click the create report button. TO RUN PARAMETRIC REPORTS 1 Enter a valid start 2 Enter a valid end date 3 click the Create Report button Filter reports offer the added capability to run summary reports on specific splits, DNIS, and pilots. TO RUN FILTER REPORTS 1 Select a filter report from the Navigation Tree 2 Enter a date range 3 Select specific items from the list of DNIS (or pilots, splits, etc.) by holding the <crtl> key and clicking on the desired items. OR Select a range of items from the list of DNIS (or pilots, splits, etc.) by clicking on the first item in the range then holding the <Shift> key and clicking on the last item in the desired range. 4 Select the Display By parameter 5 click the Create Report button TECHNOLOGY FOR BUSINESS CORP. 13

18 BASIC REPORT FEATURES AND NAVIGATION You navigate within each report just as you would a web site in your web browser. You can go forward and back, click on links inside the report, print the report, and even export the report data to Excel. 1 Drill Down to Get more Detail Select any field that appears in blue to drill down to more detailed data related to that field. 2 Setting Filters and Date Ranges Just Parameters for some reports are preset, but most offer users tools to select a date range, and particular pilot, splits, or agents. The interface uses standard Windows controls. 3 Navigating Reports Just like web pages, you can use the Back and Forward buttons on the tool bar to return to reports previously viewed in your session. The Stop button interrupts loading a report. 4 Search for Specific Calls, Agents or Data Just like web pages, you can use the Back and Forward buttons on the tool bar to return to reports previously viewed in your session. The Stop button interrupts loading of the currently selected report. 5 Print, Export, or Send via . Use the Print button to print the current report. The Export button lets any user send data from the current report to an Excel sheet. You must have Microsoft Excel on the client PC where you do the export. You send reports by simply by clicking the button at the lower right of the report. 6 Save Favorite Reports To save bookmark to a frequently used report, click Favorites from the main menu, then Add Current Report. Enter a name and click OK. Save only top level reports, not drill downs. The following sections discuss these features in more detail. TECHNOLOGY FOR BUSINESS CORP. 14

19 MORE ON DRILLING DOWN TO GET MORE DETAIL Most reports feature links that allow users to drill down for more detailed data related to the link. Links appear in blue to indicate they are clickable. In some instances, a label that normally appears as a link will appear in the regular dark grey font. This simply means that there is no data available. Note the example below. The Abandoned label would normally be a link, but note that the calls column shows a 0, so no data is available and the link is not active. Link is inactive when the field has no data in it. In this instance there are 0 abandoned calls. TIP Label Definitions Put the mouse cursor on column headings, icons, and labels to quickly learn their definitions. With the cursor on the label or icon, a short explanation of that field is displayed. TECHNOLOGY FOR BUSINESS CORP. 15

20 MORE ON EXPORTING TO EXCEL AND PRINTING There are Print and Export buttons in the footer of each report. To Print Reports Click the Print button to open the standard windows printer dialog. Only the area within the report window is sent to the printer. What if I get an Error When I Print a Report? The print feature is implemented through standard Windows functions. If you get a printing error or the report does not print, try printing a page from another application, like Windows Notepad or Word, to ensure that a printer is accessible from your machine. ACD Reports uses the default printer configured in the users Windows profile. To Export Report Data Click the Export button to send the data to Microsoft Excel for further manipulation. The reporting database is open and accessible to users with the database expertise, but for non-technical users, exporting data to Excel is a quick way to extend reporting functionality using a familiar tool. Excel allows you to manipulate data, add newly calculated fields, or visual elements such as histograms and pie charts. What if I get an Error When I Export a Report? The export feature is implemented through standard Windows functions. If there is a problem exporting to Excel, confirm that Microsoft Excel is properly installed by opening a blank Excel file. TECHNOLOGY FOR BUSINESS CORP. 16

21 MORE ON SEARCHING FOR SPECIFIC DATA Access the search tool by selecting the Search tab at the bottom of the left hand window. The report displayed in the right hand window is not changed by selecting between the search and drill down tabs. This allows you to reference reporting data for entry into the search engine where needed. Historical Reporting in Search View Search Fields Reports Window Saved Searches Window Reports Tab Search Tab TECHNOLOGY FOR BUSINESS CORP. 17

22 TO RUN A SEARCH ENGINE REPORT 1 Select the Search Tab from the lower left. 2 Enter data in any of the search fields. 3 Click the Perform Search button. The results appear in the report window. How a Search Works You can search on any combination of the following data ANI Pilot Split Agent ID Station ID Account Disposition IVR Statistic Call Key By entering data in just one field you are searching for all calls that are related to the entered data. For example, by entering a phone number in the ANI field, and keeping the other fields blank, you find all calls that came in with that ANI, regardless of the data in other fields. By entering data in more than a single field, you are searching for calls that are related to ALL the data entered. For example, by entering a phone number in the ANI field and a Pilot number in the DNIS or Pilot field, you are searching for all calls that are related to BOTH that phone number and Pilot. The search engine will search on partial strings and numbers, so to find all ANI's with an area code of 212 for instance, simply enter 212 in the ANI field and click the Perform Search button. TECHNOLOGY FOR BUSINESS CORP. 18

23 The Call Key is displayed in reports in the format acd , however, if you search for a specific call, enter only the numeric portion, i.e in the Call Key field. INTEGRATED VOICE RECORDERS PLAYBACK ACD Reports offers optional integration to Wygant, Voice Print, Higher Ground, Mercom, and other voice recorders. The integration allows users to playback recorded conversations directly from the ACD Reports interface, without having to go find the call in the proprietary voice recorder software. If optional voice recorder integration is present, and the call was recorded, users can playback call recordings from the Call Detail Reports. Playback works just like the Windows Media Player controls. To move forward and back within the recording, drag the seek bar with the mouse. Seek Bar Play / Pause FFwd Mute Stop Volume TECHNOLOGY FOR BUSINESS CORP. 19

24 Major System Components NEAX PBX/ACD TFB Media Server TFB CTI Server Agent Phone Connection Agent Phone IVR PORTS Agent PC Ethernet Database Server Mainframe TECHNOLOGY FOR BUSINESS CORP. 20

25 Module 2 Reading Reports An extensive library of pre-formatted reports is bundled with ACD Reports. The top level of these reports is accessed from the navigation tree in the left-hand window of the main screen, with the Drill Down tab selected. Many detail reports are not available directly from the navigation tree, but are instead generated by drilling down into the desired field. You drill down to more detail by clicking the blue active hyperlinks within each report. This feature allows users fast access to information in context. Rather than running separate reports on specific data in a main report, a simple mouse click provides instant access to all the available detail. Fields that appear in blue in any report are links to more detail. Standard navigation tools also let you move forward and backward between reports. Designated reports are presented in an Excel window, which allows additional manipulation of data. This module discusses: Finding the Reports You Need What the Standard Labels on Columns and Rows Mean Interpreting Report Data TECHNOLOGY FOR BUSINESS CORP. 21

26 Finding the Report You Need Users quickly learn how to find the reports that show information of most interest to them. The following index can help you find information quickly to help you get started, or to answer reporting questions from management and staff. Bundled, pre-configured report types include, Call Audit Trail Agent Audit Trail Reports Call Activity Call Duration Call Accounting - Station Call Accounting - SMDR Agent Call Summary Agent Call Activity Agent Summary Agent Filter Agent Service Level Account Activity Account Detail Account Usage Agent Activity Details Entity Usage* Entity Disposition* Entity Filter* Entity Service Level* Split Activity Split Detail Split Usage Split Disposition Split Filter Split Service Level DNIS Activity DNIS Detail DNIS Usage DNIS Disposition DNIS Filter DNIS Service Level Pilot Filter IVR Activity IVR Detail IVR Filter Statistics Aggregate* Statistics Split* Statistics Agent* Healthcare Rx Refill * Indicates reports available in version 2.1 TECHNOLOGY FOR BUSINESS CORP. 22

27 Note that these are top level reports. Each report listed typically provides access to another series of detailed reports using drill down feature. A user query engine and drill down tools help users get to specific agent, call, and customer data. Statistic Abandon Rate (ABR) and Total Abandons By Day By split By split By split By pilot By DNIS By DNIS By DNIS Overall Grade of Service (GOS) By Day By split By split By split By pilot By DNIS By DNIS By DNIS Overall Average Speed of Answer (ASA) and Total answered By Day By split By split By split By pilot By DNIS By DNIS By DNIS From the Nav Tree Reports > Call > Activity Reports > Split > Filter Reports > Split > Activity Reports > Split > Disposition Reports > Pilot > Filter Reports > DNIS > Filter Reports > DNIS > Activity Reports > DNIS > Disposition Reports> Calls > Activity Reports > Call > Activity Reports > Split > Filter Reports > Split > Activity Reports > Split > Disposition Reports > Pilot > Filter Reports > DNIS > Filter Reports > DNIS > Activity Reports > DNIS > Disposition Reports> Calls > Activity Reports > Call > Activity Reports > Split > Filter Reports > Split > Activity Reports > Split > Disposition Reports > Pilot > Filter Reports > DNIS > Filter Reports > DNIS > Activity Reports > DNIS > Disposition TECHNOLOGY FOR BUSINESS CORP. 23

28 Total Calls Overall For the Day and Hour By Day By split By split By split By pilot By DNIS By DNIS By DNIS By Duration Reports> Calls > Activity Daily Summary > [date] Reports > Call > Activity Reports > Split > Filter Reports > Split > Activity Reports > Split > Disposition Reports > Pilot > Filter Reports > DNIS > Filter Reports > DNIS > Activity Reports > DNIS > Disposition Reports > Call > Duration Agent Statistics Aggregate by Agent Total Calls Taken Time in Mode Time in Mode Agent Audit Trail > [select agent] Reports > Agent > Calls Reports > Agent > Summary Reports > Agent > Filter TECHNOLOGY FOR BUSINESS CORP. 24

29 Glossary and What the Report Labels Mean Although this manual assumes the reader already understands basic telephony concepts, your staff is likely to have a wide variety of backgrounds from IT or telephony, to non-technical management. This mix of business and technology disciplines makes it useful to include the following glossary. Reports use the standard row and column labels listed here as statistics, dispositions, and labels. You can refer to this chart when reading reports you are not yet familiar with. Statistics GLOSSARY Abandoned [subtype] ABN ABR Account ACD No. ACD CID Agent AIS ANS Statistic. Calls in this category disconnected while assigned to an ACD queue, or while ringing on an ACD line (Abandoned at Agent). This typically means that the caller simply hung up while waiting in queue. Displayed as a total number. For subtype = [blank], Indicates any call abandoned, incl. all subtypes For subtype = In Queue, indicates any call abandoned in queue, exclusive of other subtypes For subtype = In IVR and Queue, indicates any call abandoned in queue while also connected to an IVR port, exclusive of other subtypes For subtype = At agent, indicates any call abandoned while transferred by the ACD from a queue to an agent, exclusive of other subtypes Abbrev. Statistic. See Abandoned. Displayed as a total number. Abbrev. Standard abbreviation for Abandoned Rate. Displayed as a percentage of abandoned calls to total calls. The account field associated with a particular call. This can be configured for use by many different types of data. So, although it is called account, and is most frequently used for the callers account number, it is possible that your system uses it for another type of data. Refers to the particular ACD the data was generated from in a multi- ACD environment. Your telephony vendor can tell you the number assigned to each ACD. Refers to the unique ACD call ID assigned to each call. This number is assigned to the call by the ACD. Indicates calls answered by an agent. This is used only in Versions of ACD Reports prior to 1.9 and is the same as the label Answered. See Answered. Abbrev. Statistic. Agents in Split. Refers to an agent total for a specified split. Abbrev. Statistic or Disposition. See Answered. TECHNOLOGY FOR BUSINESS CORP. 25

30 Answered ASA ATT Average Speed of Answer Average Talk Time Call Key Callback Closed Normal CMP Completed Created Callback Disconnected In IVR Statistic or Disposition. In reports, indicates a call answered by an agent. As a disposition, indicates calls for which the last recorded event was and Answered (by agent) event. This typically means that they were transferred from a business line to an unmonitored extension. As a disposition this should be seen infrequently. This disposition can also be seen as the result of a call disconnected. between states. Very small numbers of calls in this category are not typically cause for concern. Abbrev. Statistic. Average speed of answer in seconds. Abbrev. Statistic. Average talk time in seconds. Statistic. Average speed of answer in seconds. Measured from the time the call was queued to the time it was answered by an agent. Statistic. Average talk time in seconds. Each talk time is measured from the time the agent answers the phone to the time the call is disconnected or transferred Label. Unique identifying number for a specific call. It is a combination of the ACD call control number and the Julian date. The format is YYYYDDD<ACDccn>. For example Label. Indicates an ASAP, Internet, or Scheduled Callback inserted into the ACD queue. This only appears as the disposition if the callback was not completed and disconnected normally. This disposition should be seen infrequently. Disposition. Agent . Indicates an message that was successfully routed, delivered, and handled by an agent. Abbrev. Disposition. See Completed. Disposition. Calls in this category disconnected properly, and were not in an ACD queue when they disconnected. Typically this means the caller hung up after talking with an agent, or using the IVR. Most call disconnects should be of this type. Note that in ACDR versions prior to 2.0, this stat was called disconnected normal. Label. ASAP and Scheduled Callback. A callback was placed in queue. Usually this is because a customer in queue opted for callback, but other applications can place calls in queue. Disposition. Indicates a successful IVR session, disconnected normally. DNIS Label. The original pilot of the call. The actual 10-digit number mapped to the DNIS is stored in, and controlled by, the switch configuration. See also pilot. TECHNOLOGY FOR BUSINESS CORP. 26

31 Field Disposition. Any space within a report used to display data, typically at a particular column and row within the report. Forwarded Label. Agent . Indicates an message pulled from queue and delivered to agent. GOS Abbrev. Statistic. See Grade of Service. Grade of Service Hold IVR Utilization Rate Statistic. By default, this is the percentage of calls answered in less than 120 seconds. This threshold can be customized by split if desired. A call placed on hold by agent. IUR Abbrev. Statistic. See IVR Utilization Rate. Statistic. Same as IUR. Percentage of total calls that used an IVR port. LWC Abbrev. Longest waiting call, a duration in the format HH:MM:SS HH-Two-digit hours, MM-Two-digit minutes, SS-Two-digit seconds Misc Name Outbound Connected Outbound Result [result] Label. The misc field associated with a particular call. Like the misc field, the misc field can be configured for use by many different types of data. Consult your supervisor to determine how this field is used at your site. Label. The name field associated with a particular call. Like the account field, the name field can be configured for use by many different types of data. So, although it is called name, and most frequently is actually used for the caller s name, it is possible that your system uses it for another type of data. ASAP and Scheduled Callback, and Automated Outbound Campaigns. Outbound call was answered ASAP and Scheduled Callback, and Automated Outbound Campaigns. For result = success, Outbound call was successfully completed. For result = failure, Most recent attempt failed to complete the Outbound call. For result = failed, All attempts failed to complete the Outbound call and no further attempts are scheduled. The failed calls are typically because a tri-tone, ring no answer, busy was detected. Pilot Label. A unique path defined for a given call at a given moment in the switch. A call can only have one pilot associated with it at a time, but multiple calls can use the same pilot simultaneously. The pilot number is the unique number associated with the current path of the call in the switch. TECHNOLOGY FOR BUSINESS CORP. 27

32 Priority Queued Ringing Returned Indicates calls that changed priority. Disposition. Call queued by ACD. Disposition. A call ringing on agent phone. Disposition. Call sent from IVR port back to ACD. Next ACD step is followed. Routed Disposition. Call routed by Enhanced Call Center routing by ANI match State Change [type] Agent only. For type = review, sent to supervisor for review. For type = read, Indicates an message pulled from queue and delivered to agent. For type = change, Indicates an message transferred by an agent to another queue, different from the original. [time] Transferred XFR All six-digit times refer to hours, minutes, and seconds in the format HH:MM:SS All four-digit times refer to minutes, and seconds in the format MM:SS The time stamps are based on the CTI Server clock unless otherwise noted. Disposition. Indicates calls transferred between pilots. Abbrev. Disposition. See Transferred. TECHNOLOGY FOR BUSINESS CORP. 28

33 Interpreting Reports With a good grasp of the labels and statistics defined in the previous section, it is useful to understand some important ACD issues, as well as how totals are calculated in the reports, and how to compare statistics among reports. This section should help answer questions from staff, resolve apparent reporting contradictions, and interpret comparisons to other reporting systems. Does it Add Up? There are several important facts to remember about the design of the ACD. A call has only one associated DNIS (the original pilot of the call) o Therefore total calls by DNIS = Total calls presented to the ACD o Therefore total calls by DNIS Total calls by split, because a single call can be queued (or presented) to multiple splits. A call can be queued to multiple splits simultaneously o This increases the total number of calls presented to the split, therefore, the total number of calls presented to splits can be much greater than the total calls by DNIS o A call can only be answered in a single split, so total calls presented to a split might be greater than total calls answered in that split, even with 0 abandons Calls are only answered in a single split o Therefore total calls presented to a split might be greater than total calls answered in that split, even with 0 abandons DNIS Totals and Split totals almost never match! o A single call can only be associated with one DNIS, but that same call can be queued to multiple splits, thereby increasing the total calls queued to that split. Other Factors o Calls transferred out of the ACD are not tracked further o Other reporting tools will see a single call as multiple calls if it is transferred to CTI Server then back to the ACD o PBX call tracking is available only with integration to SMDR and MIS link TECHNOLOGY FOR BUSINESS CORP. 29

34 How is it Calculated? Various metrics appear throughout reporting that are calculated by predetermined conventions. These are primarily Abandon Rate (ABR), Abandons (ABN), Grade of Service (GOS), and IVR Usage. IMPORTANT CALCULATIONS IN REPORTS ABR ASA ATT Calls Abbrev. Standard abbreviation for Abandoned Rate. A percentage. ABR % = (ABN Total Calls) X 100 Abbrev. Average speed of answer in seconds. ASA = (t answer 1 + t answer 2 + t answer N ) N Where t answer 1 is the answer time in seconds of the first call, t answer 2 is the answer time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. Abbrev. Average talk time in seconds. This is average duration of caller-agent interaction. ASA = (t talk 1 + t talk 2 + t talk N ) N Where t talk1 is the talk time in seconds of the first call, t talk 2 is the talk time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. Typically the label for total calls in a reporting unit. Although call counts are gathered in various ways, depending on the report, total calls for a given DNIS should be the sum of calls in all disposition categories for the same time period. Calls By DNIS = ABN + ANS + ALL OTHER DISPOSITIONS Note that total calls by split typically do not equal the sum of all dispositions, because calls can be queued to more than one split, increasing the per split call total, but a call has only one disposition. Calls By Split ABN + ANS + ALL OTHER DISPOSITIONS TECHNOLOGY FOR BUSINESS CORP. 30

35 IMPORTANT CALCULATIONS IN REPORTS (cont d) GOS Abbrev. Grade of Service. By convention, this is the percentage of calls answered in less than 120 seconds. (This threshold can be customized for each split) GOS = (Answ undergrade 1 + Answ undergrade 2 + Answ undergrade X ) N Where Answ undergrade1 = 1, and represents the first call answered within the desired threshold (under 120s for instance), Answ undergrade2 = 1, and represents the first second call answered within the desired threshold, up to Answ undergrade X = 1, which represents the last call in the specified interval that is answered within the desired threshold. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s) specified in the report. IUR Abbrev. IVR Utilization rate. Percentage of total calls in category listed that used an IVR port. IUR % = (Total calls using IVR port Total Call pool) X 100 Pilot The unique number associated with the path of the call in the switch. TECHNOLOGY FOR BUSINESS CORP. 31

36 Comparing to Other Report Tools It is often useful to compare report data from ACD Reports to those from your carrier, or another tool, like the NEC Navigator. But before you do, there are important things to know about how various systems count calls and calculate metrics, like grade of service and abandon rate. Methodology varies among these systems for good reasons, and familiarity with the differences will help greatly when doing comparisons. Comparing to Other Reporting Tools on the Switch Many users have legacy reporting tools on their NEAX switch, and those applications differ in significant ways from how ACD Reports treats data. ACD Reports tracks calls across the IVR and ACD, whereas external systems typically lose track of the call after transfer to an IVR port. Calculated metrics, such as Grade of Service are based on variable call pool sizes and configurable thresholds that may be configured differently in different reporting tools. Comparing to Carrier Reports Some users prefer to compare reporting data between ACD Reports and the reports provided by their carrier. Providers like MCI and AT&T offer detailed trunk usage reports, usually including ANI. You should find close correspondence between the trunk reports and ACD Reports, but don t panic if the comparison shows a difference of a few calls here and there. Why might there be minor discrepancies? For one thing, calls that disconnect in a very short period, on the order of 3 seconds or less, are typically not registered by the ACD. It is important to note that major discrepancies indicate an issue that should be addressed. TECHNOLOGY FOR BUSINESS CORP. 32

37 Reporting FAQs The following are frequently asked questions about reporting calculations, fields, and conventions. Why Don t Grade of Service Stats Match Navigator? Grade of Service, GOS, is calculated based on the percentage of calls answered within some number of seconds. That threshold is variable, and can be set individually for each split. By default, it is set to 120s. The threshold you select for each split should reflect your service goals. Why Don t Total Calls Match Navigator? It is important to be aware that Navigator sees any call returning from the IVR as a new call. ACD Reports tracks calls cradle-to-grave across the IVR and does not count calls coming from IVR as new. Why Don t Total Calls Match Between the Split and DNIS Reports? The DNIS is defined as the first pilot associated with a given call, so a given DNIS total is an indication of the exact number of calls on that DNIS. However, calls can be queued to multiple splits simultaneously. Why Don t Total Calls Match Between the TFB Log Server and ACD Reports? The log server actually maintains a PEG count for each instance of a call that is transferred to an IVR port on CTI Server. ACD Reports tracks the number of unique calls. So, because a given call can be routed to an IVR port multiple times, or even not at all, the totals do not make a useful comparison. What is Meant By Call Disposition? The disposition of a call is literally an indication of the last recorded event for the call. And in general, this indicates the state of the call when it was disconnected. For the most part, calls are either completed, or abandoned. A call is completed if it went to IVR and disconnected, or if it was answered by an agent then disconnected. A call is marked abandoned if it was in queue when disconnected. Disposition says nothing about what happened to the call prior to disconnect. Therefore, even callers who talk with an agent, might subsequently be transferred back to a queue, and if they hang up in queue, the ultimate disposition of the call will be abandoned. Why is the Account, Name, or Misc Field blank? There fields are tagged by CTI Server applications in a variety of ways. They stay with the call and can be used to provide screen pop no matter where the call is transferred within the ACD, or to identify the call among multiple applications. In some environments data is not collected at all, so these fields remain blank. In environment where data is collected from callers, it is possible for some or all of these fields to be blank if a caller declined to enter an account number, for instance, or if ANI is used to look up data but no ANI is available for the call. TECHNOLOGY FOR BUSINESS CORP. 33

38 Why is a drilldown link that is usually active, sometimes inactive? Drilldown links are active only when data is available under the link. So, for instance, if total abandoned calls = 0 on the Daily Summary, then the abandoned calls report is empty, and the link to it is inactive and not clickable. Why is there no PBX Call Detail on the Reports? To get complete PBX call information, your system must have the optional SMDR integration. Without SMDR, those reports will not contain data. How Frequently is Data Updated in Reports? Most data is inserted within seconds of the actual event. Summary data is always available only after the summary period is complete. For instance, total calls by hour fields are only accurate after the completion of the hour. Also, some data associated with calls, such as the callers account number, may not appear until the completion of the call. If there is an interruption in service, where the Media Server (the platform ACD Reports runs on) is off line, automatic updates retrieve the missing data from CTI Server and back fill the database. This automatic update runs at 9AM, Noon, and 7PM, by default. TECHNOLOGY FOR BUSINESS CORP. 34

39 Module 3 Report Reference The bundled, preformatted reports that are accessible from the navigation tree, use the conventions and labels discussed in the previous modules. This module offers additional notes and detail to reinforce interpretation of the reports. Reading the Report Reference Reports in this section are documented in the order they appear in the Navigation Tree. At the top of the entry for each report, summary information shows how you access the report, a brief description of what information the report displays, and what drill down links are embedded in the report. Here are some examples. EXAMPLE 1 From the Navigation tree Shows Reports Ł Call Ł Abandoned Ł Activity Summary Calls abandoned by type Notes There are generally two ways to get to the preset reports by clicking on a report in the Navigation window or by drilling down to it from another report. The summary in Example 1 indicates that this report is available from the Navigation tree by selecting the Reports branch, then the Call branch underneath that, then the Abandoned branch underneath that, then the Activity Summary branch underneath that. The summary also indicates that the report shows calls abandoned by type. Drill down links are like hyperlinks in a web page, in this example the available drill down link is call disconnect count. This simply means that any data in the field, TECHNOLOGY FOR BUSINESS CORP. 35

40 column, or row labeled call disconnect count can be clicked on to drill down to more detail. EXAMPLE 2 Get there From Shows Summary Report, click on any Hour List of Calls for selected Hour Notes This is a report that does not appear in the Navigation Tree, but is instead accessed by drilling down from another report. The Get there from label indicates that users click on the Hour field from the summary report to generate this report. TECHNOLOGY FOR BUSINESS CORP. 36

41 Report Reference List This module describes the following reports. Daily Summary Report Agent Audit Trail Reports Call Activity Call Duration Call Accounting - Station Call Accounting - SMDR Agent Call Summary Agent Call Activity Agent Summary Agent Filter Agent Service Level Account Activity Account Detail Account Usage Agent Activity Details Entity Usage Entity Disposition Entity Filter Entity Service Level Split Activity Split Detail Split Usage Split Disposition Split Filter Split Service Level DNIS Activity DNIS Detail DNIS Usage DNIS Disposition DNIS Filter DNIS Service Level Pilot Filter IVR Activity IVR Detail IVR Filter Statistics Aggregate Statistics Split Statistics Agent Healthcare Rx Refill TECHNOLOGY FOR BUSINESS CORP. 37

42 Top Level Summary Reports Daily Summary Report Agent Audit Trail The hierarchy of reports in the Navigation tree corresponds generally to the level of detail offered. Higher level reports, like the Daily Summary and the Agent Audit Trail, offer summary information. Lower level reports, like the Call Detail report, offer the most detail about an individual call. The top level reports in the navigation tree are: Daily Summary Report Agent Audit Trail They give summary information and offer a drilldown path to more detailed reports. TECHNOLOGY FOR BUSINESS CORP. 38

43 Daily Summary Report From the Navigation tree Shows Drill Down Links Call Audit Trail Ł <YR> Ł <MO> Ł <Day> Calls by Hour, IVR activity, and Disconnects Hour Ł Calls for each Hour Report Disconnects Reason Ł Disconnect for Reason Reports IVR Activity Ł IVR Statistic Reports These totals should always match Total Number of calls in each category Green Calls answered by an agent Blue Total calls presented to ACD The Daily Summary is the default report that appears when the browser is first opened. It features three distinct panels: the Calls by Hour panel, the IVR Activity panel, and the Disconnects panel. These sections represent the top level of call center and IVR activity for a single day. The following pagers discuss each of these panels in more detail. TIP To see these same statistics aggregated across multiple days, use the Reports > Summary > Aggregate report from the navigation tree. TECHNOLOGY FOR BUSINESS CORP. 39

44 Calls By Hour Panel Notes The total for each hour is the number of calls that started in that hour. By definition, hour 00 is from midnight to 00:59:59 am, hour 01 is from 01:00:00 to 01:59:59 am and so on. (HH:MM:SS) Calls are counted once. Whether a call starts and ends within the same hour block, or overlaps into the next hour block, it is counted only once. Total from Calls By Hour should match the Total in the Disconnects panel. The total occurrences in IVR Activity indicates unique calls for this statistic/total pegs IVR Activity Panel Notes IVR Activity codes are listed in the appendices. The range from PEG code 003 to 099 is reserved for statistics specific to custom applications. The Occurrences in IVR Activity indicates two numbers: o Unique calls for this statistic / total pegs for the indicated statistic The unique calls for this statistic is the actual number of unique calls that registered the IVR event indicated by that statistic. The total pegs for the indicated statistic is the actual number of times that statistic was pegged (or counted). It is this total that should match that in TFB Log Server reports. For more about PEG statistics, see the TFB Log Server User s Guide, as well as the sections on IVR reports and IVR Statistics in this manual. Disconnects Panel Notes This panel summarizes the mode of disconnect for each call or contact. Definitions of disconnect (or Disposition) labels is available in Module 2. TECHNOLOGY FOR BUSINESS CORP. 40

45 IVR Activity Fields Each type of IVR transaction on the server is pegged and tracked. Field Activity Occurrences Description Type of IVR event Total unique calls for This Event / Total PEGs for this event PEG codes are statistics that pertain to particular events on IVR ports. These events appear in the call detail reports in the CTI Server section. For additional detail on PEG stats, see the TFB Log Server User s Guide. IVR PEG Code Definitions 000 Start/End Log Start/End of call on IVR port 300 Log Start Logfile Startup 301 IVR Ann 1 IVR Announcement 1 calls received 303 IVR Ann 3 IVR Announcement 3 calls received 308 IVR Ann 8 Callbacks routed to an agent 309 IVR Ann 9 IVR Ann 9 processed by IVR (includes all Ann 9 sent to the IVR, regardless of whether the callback offer threshold had been reached. 400 Callbacks Number of callbacks entered 401 Sched. Callback Scheduled callbacks entered 402 After Hrs. Call After hours callbacks entered 403 Offered CB Number of times caller was offered callback 404 Return To Queue Caller specifically chose to return to queue 405 Failed CB Entry Caller failed entry of a callback 406 Hangup In CB Caller hung up while entering a callback 407 Denied CB Caller entered invalid callback phone number restricted area codes 408 Duplicate CB Caller entered callback for a phone number already scheduled for callback CB Caller entered callback in or 976 area code (callback is rejected) 420 Agt. Failed CB Agent did not respond to prompt to accept callback 430 Missing Prompt System attempted to play a prompt that does not exist 500 AA Call Auto Attendant calls processed 501 AA Menu Number of AA menus offered to callers 502 AA Action Number of actions chosen by caller on an AA menu 503 AA Transfer Number of transfers from the Auto Attendant to a live agent TECHNOLOGY FOR BUSINESS CORP. 41

46 Agent Audit Trail From the Navigation tree Shows Drill Down Links Call Audit Trail Ł <YR> Ł <MO> Ł <Day> Calls by Hour and Disconnects HourŁ Calls for each Hour Report Reason Ł Disconnect for Reason Reports IVR Statistic Ł IVR Statistic Reports Description The agent audit trail displays the most recent daily statistics for a single agent. Notes For each agent mode Talk, Work, Hold, Ready, Break Tot indicates total time in that mode, Avg indicates average time in that mode, # is the total number of instances the agent went into that mode All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 42

47 Detail Reports ACD Call Detail Report PBX Call Detail Report Any drilldown path that includes an ACD Call Key link leads to the ACD Detail report or the PBX Detail report. The Detail Reports represent the most granular information available for an ACD or PBX call, so no further drill down is available. The two variations of detail reports are: ACD Call Detail Report PBX Call Detail Report The format for PBX and ACD call data differs because of the inherent difference in functionality between the two types of calls. Either type can be inbound or outbound, although ACD calls are moved among pilots, transferred to IVR ports, and queued to splits, whereas PBX calls do not use any of those mechanisms. TECHNOLOGY FOR BUSINESS CORP. 43

48 Call Detail ACD Report From the Navigation tree From other Reports Shows Drill Down Links Not Available Call Key link Detailed record of events and call stats Not available Description For ACD calls, every recorded detail in the ACD and CTI Server is displayed. This represents all the detail available for an ACD call, and is a lowest level of drilldown information available for an ACD call. Particulars Panel Voice Recorder Playback controls Details Panel Directory Assistance Panel TECHNOLOGY FOR BUSINESS CORP. 44

49 Call Detail ACD Report (cont d) Notes on the Details Panel The Details panel shows a chronological sequence of events for the call from start to finish. The far left column is the time stamp for each event. Typically, calls go through both the ACD, and the IVR ports on CTI Server. Field Trunk Pilot IVR Session Port NEAX ACD CTI Server Description Julian Date + ACD Call Key Sequential number assigned. Simply used to uniquely identify the call. Date call first arrives in ACD Unique session number assigned by CTI Server Sequential IVR Port number used by the call. Only one call can use an IVR port at a given time. Header to indicate call events in the ACD Header to indicate call events on an IVR port in CTI Server Menu Action Time Stamps Column Events Column Event-Specific Data Column Menu Names TIP More Information Detail Note in the event specific column that menu names and transfer extensions are shown in light blue. This indicates more information underneath. Put your mouse on a menu name to see the menu number. Put your mouse on a transfer extension name to see the pilot number. TECHNOLOGY FOR BUSINESS CORP. 45

50 Call Detail ACD Report (cont d) The ACD events are shown for the call in the bright blue CTI Server heading. ACD Events Description Queued Call is queued to the splits indicated in the Data column Dequeue Call is dequeued from splits indicated in the Data column In IVR: n Call is sent to IVR to use application n, where n = 1-99 (See IVR application codes in appendices) Port Pilot in ACD on arrival NEAX ACD TFB Account field (see module 2) CTI Server TFB Name field (see module 2) TECHNOLOGY FOR BUSINESS CORP. 46

51 The CTI Server events are shown for the call in the bright blue CTI Server heading. CTI Events Description Start of Julian Date + ACD Call Key Sequential number assigned Call AA Action Option selected in Auto attendant or action taken AA ACTION CODES Code Action 0 0 key pressed by caller 1 1 key pressed by caller 2 2 key pressed by caller 3 3 key pressed by caller 4 4 key pressed by caller 5 5 key pressed by caller 6 6 key pressed by caller 7 7 key pressed by caller 8 8 key pressed by caller 9 9 key pressed by caller 10 * key pressed by caller 11 # key pressed by caller 12 Timeout detected by system 13 Error detected by system (pressed undefined key) 14 Hangup detected by system AA Menu Auto Attendant menu name and number End of AA Pilot in ACD on arrival Ann n NEAX ACD TFB Account field (see module 2) Completed Indicates normal call completion. The data indicates where in the system the call completed, i.e. In IVR, innnnnn, where nnnnnn is a 3-6 digit pilot number. The i' prefix indicates that the pilot number is assigned to an IVR port. TECHNOLOGY FOR BUSINESS CORP. 47

52 Call Detail ACD Report (cont d) The CTI Server events also show contextual data based on the event. The following chart lists events and statistics related to IVR ports on the CTI Server. CTI Server Statistics CTI Server Event Description 00 Start/End Log Start/End of call on IVR port Custom PEGS This range is used for custom IVR applications. The exact statistics are built to your requirements. 300 Log Start Logfile Startup 301 IVR Ann 1 IVR Announcement 1 calls received 303 IVR Ann 3 IVR Announcement 3 calls received 308 IVR Ann 8 Callbacks routed to an agent 309 IVR Ann 9 IVR Ann 9 processed by IVR (includes all Ann 9 sent to the IVR, regardless of whether the callback offer threshold had been reached. 400 Callbacks Number of callbacks entered 401 Sched. Callback Scheduled callbacks entered 402 After Hrs. Call After hours callbacks entered 403 Offered CB Number of times caller was offered callback 404 Return To Queue Caller specifically chose to return to queue 405 Failed CB Entry Caller failed entry of a callback 406 Hangup In CB Caller hung up while entering a callback 407 Denied CB Caller entered invalid callback phone number restricted area codes 408 Duplicate CB Caller entered callback for a phone number already scheduled for callback CB Caller entered callback in or 976 area code (callback is rejected) 420 Agt. Failed CB Agent did not respond to prompt to accept callback 430 Missing Prompt System attempted to play a prompt that does not exist 500 AA Call Auto Attendant calls processed 501 AA Menu Auto Attendant menu offered to caller 502 AA Action Actions chosen by caller on an AA menu 503 AA Transfer Transfer from the Auto Attendant to another extension or pilot TECHNOLOGY FOR BUSINESS CORP. 48

53 Call Detail ACD Report (cont d) The CTI Server events also show contextual data based on the event. The following chart lists data conventions. Pilot Prefixes CTI Data Description a Prefix Usually a prefix to a Pilot number, indicating an ACD pilot or extension. i.e., a3709 i Prefix Usually a prefix to a Pilot number, indicating an IVR port pilot. i.e., i5397 s Prefix Usually a prefix to a Pilot number, indicating a Business station pilot or extension. x Prefix Usually a prefix to a Pilot number, indicating a PBX pilot or extension. [pilot prefix] In IVR, innnnnn, where nnnnnn is a 3-6 digit pilot number. The i' prefix indicates that the pilot number is assigned to an IVR port. TECHNOLOGY FOR BUSINESS CORP. 49

54 Call Detail ACD Report (cont d) Notes on Particulars Panel Field Description Call Key Julian Date + ACD Call Key Sequential number assigned Date Date call first arrives in ACD ANI 10 digit originating phone number Pilot Pilot in ACD on arrival Account TFB Account field (see module 2) Name TFB Name field (see module 2) Misc TFB Miscellaneous field (see module 2) Notes on Directory Assistance Panel If an internet connection is available, the system attempts to identify the caller through public directories, and displays available information. Notes on Voice Recorder Playback Panel If optional voice recorder integration is present, and the call was recorded, ACD Reports allows users to playback the recording directly from the browser. Playback works just like the Windows Media Player controls. To move forward and back within the recording, drag the seek bar with the mouse. Seek Bar Play / Pause FFwd Mute Stop Volume TECHNOLOGY FOR BUSINESS CORP. 50

55 Call Detail PBX Report From the Navigation tree From other Reports Shows Drill Down Links Not Available Call Key link Detailed record of events and call stats Call KeyŁ Call Details Report Description The SMDR record is displayed for PBX calls. This represents all the detail available for a PBX call, and is a lowest level of drilldown information available for a PBX call. TECHNOLOGY FOR BUSINESS CORP. 51

56 Call Detail PBX (cont d) PBX Detail Field Definitions Field Record Id Call Type Trunk Resource Id Tenant Station Id Agent Id Registered Time Start Time End Time Smdr Account Condition Code 1 Condition Code 2 Condition Code 3 Route 1 Route 2 Phone Number Call Meter Auth Code Condition Code Advice of Charge Pbx Differential Description Sequential number of the call assigned by PBX 0 Outbound 1 Inbound Logical Trunk number 0 PBX 1 Attendant ACD Tenant of the call. 1 in most systems Agent phone Agent login (if available) Time CTI Server rec d SMDR message Start time of call (PBX time) End time of call (PBX time) Entered account As programmed in PBX As programmed in PBX As programmed in PBX As programmed in PBX As programmed in PBX External phone number contacted As programmed in PBX As entered by user As programmed in PBX Trunk charge from CO Time difference, seconds, between CTI Server and PBX TECHNOLOGY FOR BUSINESS CORP. 52

57 Call Detail PBX (cont d) PBX Detail Field Definitions (cont d) *Sp Account *Sp Name *Sp Misc *Client Id *Unit Id *Subunit Id. *ACD No. TFB Account field TFB Name field TFB Miscellaneous field TFB client number TFB business unit number TFB business subunit number ACD Number (for multi-acd systems) * - These fields are proprietary TFB stats that extend the flexibility of the ACD and SMDR record. For more information, see Appendices. TIP Need more information on SMDR? Except for the 7 proprietary TFB fields at the bottom of the record, all data comes from the NEAX SMDR feed. For additional detail, please consult the SMDR documentation from NEC. TECHNOLOGY FOR BUSINESS CORP. 53

58 Call Detail PBX (cont d) Notes on Voice Recorder Playback Panel If optional voice recorder integration is present, and the call was recorded, ACD Reports allows users to playback the recording directly from the browser. Playback works just like the Windows Media Player controls. To move forward and back within the recording, drag the seek bar with the mouse. Note that depending on your voice recording implementation, it is possible to have recordings available on ACD calls but not PBX calls. If you have questions about your voice recording system, consult your telecommunications manager or your telephony vendor. Seek Bar Play / Pause FFwd Mute Stop Volume NOTE Do We Need Voice Recorder Integration? Integrating your voice recorder to ACD Reports provides a single convenient interface for call and agent research and evaluation. TFB can integrate to Wygant, Mercom, Higher Ground, Voice Print, and more. TECHNOLOGY FOR BUSINESS CORP. 54

59 Statistical Reports The previous sections are important because many reports either are arrived at through the Daily Summary and Agent Audit Trail, or lead to the Call Detail Reports. Other reports focus on calls, agents, accounts, pilot, and IVR. These reports are found in the following branches of the navigation tree: Reports Call Call Accounting Agent Account Entity Split DNIS Pilot IVR Summary Healthcare Rx Refill TECHNOLOGY FOR BUSINESS CORP. 55

60 Call Activity Report From the Navigation tree Shows Reports Ł Call Ł Activity Call stats over specified date range by day Description The call activity worksheet displays statistics for all ACD calls by date. Notes Calls is the total number of calls presented to the ACD for that date IVR is the total number of calls presented to a CTI IVR port for that date ANS are calls actually answered by an agent, the total of which is not typically exclusive to the total IVR calls. TECHNOLOGY FOR BUSINESS CORP. 56

61 Call Duration Report From the Navigation tree Shows Reports Ł Call Ł Duration Call stats over specified date range by day Description The call duration worksheet displays statistics for all ACD calls by date. Notes For dispositions marked Completed, the number indicates the split number where the call was answered. There is no DNIS for PBX calls. The icon indicates that the call interacted with the IVR All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 57

62 Call Accounting Station From the Navigation tree Shows Drill Down Links ReportsŁCall Accounting - Station Calls, Inbound and Outbound from SMDR Feed Call KeyŁ Call Details Report Description Shows individual calls to and from particular agent stations for a given date range. Notes PBX Outbound calls indicates calls dialed manually by the agent from the phone or from the Agent Soft Phone. ACD Inbound calls indicate calls queued to an ACD split DNIS and Split are only relevant for inbound ACD calls The phone number is shown if provided by the switch, but may not be available on some calls. For more information consult your switch vendor. All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 58

63 Call Accounting SMDR Log From the Navigation tree Shows ReportsŁCall Accounting Ł Station Calls, Inbound and Outbound from SMDR Feed Description Shows individual calls to and from particular agent stations for a given date range. Notes SMDR Account indicates the associated account as configured in the PBX Auth Code indicates the associated Authorization code, if any, used by the PBX on the call Call Type Values Indicates inbound or outbound call Start Time Indicates start of call, using PBX time, in HH:MM:SS End Time Indicates end of call, using PBX time, in HH:MM:SS The phone number is shown if provided by the switch, but may not be available on some calls. For more information consult your switch vendor. All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 59

64 Agent Call Summary From the Navigation tree Shows Reports Ł AgentŁCall Summary Agent total staffing by day and work hour Notes Agents indicates the total number of unique agents that logged in for that day. If Tom Smith logs in and out more than once in a day, he is only counted once. Op Hrs Operating Hours. Indicates the total number of hour blocks for which at least one agent was logged in. For instance, if 10 agents logged in and logged out between 2pm and 3pm, and 3 agents logged in and logged out between 4pm and 5pm, Op Hrs would indicate 2 because those two hour blocks, 2-3pm, and 4-5pm had agents logged in. inbound or outbound call. This stat is intended to be a rough metric for measuring the number of hour blocks that the call center was staffed. Man Hrs Man Hours. Indicates the total number of hour blocks for which at least one agent was logged in, multiplied by the number of agents logged in for each hour. For instance, if 10 agents logged in and logged out between 2pm and 3pm, and 3 agents logged in and logged out between 4pm and 5pm, Man Hrs would indicate 13 because there were 10 agents in 1 hour and 3 in another hour (10 X 1) + (3 X 1) = 13. Avg CPH Average Calls Per Hour. TECHNOLOGY FOR BUSINESS CORP. 60

65 Agent Call Activity From the Navigation tree Shows Drill Down Links Reports Ł AgentŁCall Activity Calls by Day and Agent Hour Ł Calls for each Hour Report Reason Ł Disconnect for Reason Reports IVR Statistic Ł IVR Statistic Reports Description Displays the total calls handled per day per agent for the specified interval. To Run a Report Enter a valid start and end date and click the Create Report button Notes Numbers in columns are the total number of calls the agent actually handled. TECHNOLOGY FOR BUSINESS CORP. 61

66 Agent Summary From the Navigation tree Shows Reports Ł AgentŁSummary Agent times in mode for all agent activity in all splits Description The agent summary displays total and average times that agents were in the specified modes Work, Talk, Hold, Ready, and Break. Notes For each agent mode Talk, Work, Hold, Ready, Break Tot indicates total time in that mode, Avg indicates average time in that mode, # is the total number of instances the agent went into that mode All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 62

67 Agent Filter From the Navigation tree Shows Reports Ł AgentŁFilter Agent times in mode Description The agent filter displays total and average times that agents were in the specified modes, filtered by specific agents. Notes For each agent mode Talk, Work, Hold, Ready, Break Tot indicates total time in that mode, Avg indicates average time in that mode, # is the total number of instances the agent went into that mode All times are in HH:MM:SS format. TECHNOLOGY FOR BUSINESS CORP. 63

68 Account Activity From the Navigation tree Shows Reports Ł AccountŁActivity Total account contacts by date Description The Account Activity report displays total unique accounts contacted by day for the interval specified. If the same account is contacted multiple times, it counts in the reports only once. IMPORTANT NOTE The Account reports will be blank if your solution does not include elements to collect account number by caller. TECHNOLOGY FOR BUSINESS CORP. 64

69 Account Detail From the Navigation tree Shows Reports Ł AccountŁDetail Total contacts for 50 most active accounts Description The Account Detail report displays total contacts by account, for the top 50 most active accounts as measured by contacts. IMPORTANT NOTE The Account reports will be blank if your solution does not include elements to collect account number by caller. TECHNOLOGY FOR BUSINESS CORP. 65

70 Account Usage From the Navigation tree Shows Reports Ł AccountŁUsage Total contacts by day and account Description The account usage report displays total contacts by day and account, for the interval specified. IMPORTANT NOTE The Account reports will be blank if your solution does not include elements to collect account number by caller. TECHNOLOGY FOR BUSINESS CORP. 66

71 Split Activity From the Navigation tree Shows Reports Ł SplitŁActivity Split statistics by Split Description The Split Activity report displays statistics for each split, for the interval specified. Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. The functionality of this report is available from the Split Filter report, and so this report will be removed from subsequent versions of the software. TECHNOLOGY FOR BUSINESS CORP. 67

72 Split Detail From the Navigation tree Shows Reports Ł SplitŁDetail Split Stats for a specific split, by date Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. TIP The Sum of Answered and Abandoned calls does NOT always equal Calls! While most calls are either completed or abandoned, there are other, less typical dispositions for calls. To see more detailed dispositions by split, use the Reports>Split>Disposition report. TECHNOLOGY FOR BUSINESS CORP. 68

73 Split Usage From the Navigation tree Shows Reports Ł SplitŁUsage Total calls for each hour of the day for the selected split Description The split usage report displayed the total inbound calls queued to the selected split by hour of day. The totals line shows the sum of calls queued to each split for each day in the interval selected. Notes By convention, hour 00 includes 0:00:00 hrs to 0:59:59AM. Hour 01 includes 01:00:00AM to 01:59:59AM, and so on. Numbers in columns are the total number of calls presented to the selected DNIS. TECHNOLOGY FOR BUSINESS CORP. 69

74 Split Disposition From the Navigation tree Shows Reports Ł SplitŁDisposition Call dispositions and statistics across selected splits. Description Displays standard split stats along side the number of calls in each disposition category. While most calls are either abandoned or completed, this report shows a more complete listing of call dispositions such as those transferred out of the ACD, or abandoned while ringing. Notes Total indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. TECHNOLOGY FOR BUSINESS CORP. 70

75 Split Filter From the Navigation tree Shows Reports Ł SplitŁFilter Split Stats aggregated across specified splits Description The split filter allows users to aggregate statistics for any combination of splits, and display by date, split, or statistic. Split Filter Reports grouped by Date Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. TECHNOLOGY FOR BUSINESS CORP. 71

76 Split Filter Reports grouped by Split Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. TECHNOLOGY FOR BUSINESS CORP. 72

77 Split Filter Reports grouped by Statistics Notes The format and dispositions here are identical to the daily summary report described at the beginning of this module. See the next page for a refresher on using the filter tool. TECHNOLOGY FOR BUSINESS CORP. 73

78 Setting the Filter 1 The Enter valid start and end dates for the report. 2 Select the Splits to report on. The default is all selected. To select only specific splits, hold the <ctrl> key while clicking on the desired splits. 3 Select the report style desired Date, Split, or Statistics TECHNOLOGY FOR BUSINESS CORP. 74

79 Split Service Level From the Navigation tree Shows Reports Ł SplitŁService Level Comparison of split statistics between two consecutive weeks Notes Calls indicates the total number of calls presented to the selected DNIS on Delta indicates the percent change in calls from one week to the next. Other statistics use the standard definitions described in Module 2. The dates are for Monday of the indicated week TECHNOLOGY FOR BUSINESS CORP. 75

80 DNIS Activity From the Navigation tree Shows Reports Ł DNISŁActivity Standard call stats by DNIS Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. The functionality of this report is available from the DNIS Filter report, and so this report will be removed from subsequent versions of the software. TIP The Sum of Answered and Abandoned calls does NOT always equal Calls! While most calls are either completed or abandoned, there are other, less typical dispositions for calls. To see more detailed dispositions by DNIS, use the Reports>DNIS>Disposition report. TECHNOLOGY FOR BUSINESS CORP. 76

81 DNIS Detail From the Navigation tree Shows Reports Ł DNISŁDetail Stats by date for a specified DNIS Description The DNIS summary displays total and average times in specific modes. Notes Calls indicates the total number of calls presented to the selected DNIS on Other statistics use the standard definitions described in Module 2. TECHNOLOGY FOR BUSINESS CORP. 77

82 DNIS Usage From the Navigation tree Shows Reports Ł DNISŁUsage Total calls for each hour of the day for the selected DNIS Notes By convention, hour 00 includes 0:00:00 hrs to 0:59:59AM. Hour 01 includes 01:00:00AM to 01:59:59AM, and so on. Numbers in columns are the total number of calls presented to the selected DNIS. TECHNOLOGY FOR BUSINESS CORP. 78

83 DNIS Disposition From the Navigation tree Shows Reports Ł DNISŁDisposition Disposition totals by category and date Description Dispositions are by definition simply determined by the last recorded activity for a given call. agent summary displays total and average times in specific modes. TECHNOLOGY FOR BUSINESS CORP. 79

84 DNIS Filter From the Navigation tree Shows Drill Down Links Reports Ł DNISŁFilter Split Stats Hour Ł Calls for each Hour Report Reason Ł Disconnect for Reason Reports IVR Statistic Ł IVR Statistic Reports Description The agent summary displays total and average times in specific modes. DNIS Filter Reports grouped by Date Notes IVR is the total number of calls that went to an IVR port. TECHNOLOGY FOR BUSINESS CORP. 80

85 DNIS Filter Reports grouped by DNIS DNIS Filter Reports grouped by Statistic TECHNOLOGY FOR BUSINESS CORP. 81

86 DNIS Service Level From the Navigation tree Shows Reports Ł DNISŁService Level Selected Stats for the Week compared to the previous week by DNIS Notes All times are in HH:MM:SS format. Calls is the total number of calls presented to the ACD on that DNIS ANS is the total number of calls answered by an agent on that DNIS TECHNOLOGY FOR BUSINESS CORP. 82

87 IVR Activity Reports Filter From the Navigation tree Reports Ł IVR Ł Statistic Ł Statistic <number> Shows Total Unique received from the IVR Drill Down Links Date Ł Average calls/hr by Agent, p. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 83

88 IVR Activity Reports Available IVR Statistics IVR statistics are used to track both standard events in packaged features, and designated events in custom applications. The available statistics are shown. TECHNOLOGY FOR BUSINESS CORP. 84

89 IVR Activity Reports IVR Statistic Definitions IVR statistics are used to track both standard events in packaged features, and designated events in custom applications. Each statistic is coded by number and defined as shown. 000 Start/End Log Start/End of call on IVR port 300 Log Start Logfile Startup 301 IVR Ann 1 IVR Announcement 1 calls received 303 IVR Ann 3 IVR Announcement 3 calls received 308 IVR Ann 8 Callbacks routed to an agent 309 IVR Ann 9 IVR Ann 9 processed by IVR (includes all Ann 9 sent to the IVR, regardless of whether the callback offer threshold had been reached. 400 Callbacks Number of callbacks entered 401 Sched. Callback Scheduled callbacks entered 402 After Hrs. Call After hours callbacks entered 403 Offered CB Number of times caller was offered callback 404 Return To Queue Caller specifically chose to return to queue 405 Failed CB Entry Caller failed entry of a callback 406 Hangup In CB Caller hung up while entering a callback 407 Denied CB Caller entered invalid callback phone number restricted area codes 408 Duplicate CB Caller entered callback for a phone number already scheduled for callback CB Caller entered callback in or 976 area code (callback is rejected) 420 Agt. Failed CB Agent did not respond to prompt to accept callback 430 Missing Prompt System attempted to play a prompt that does not exist 500 AA Call Auto Attendant calls processed 501 AA Menu Number of AA menus offered to callers 502 AA Action Number of actions chosen by caller on an AA menu 503 AA Transfer Number of transfers from the Auto Attendant to a live agent TECHNOLOGY FOR BUSINESS CORP. 85

90 IVR Activity Reports Sample IVR Activity Report Statistic 9 Custom Statistic THIS IS A CUSTOM STATISTIC, SO ACTUAL USE VARIES BY SITE! This statistic is used for this particular site to show failures of a custom application to connect with a host database. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 86

91 IVR Activity Reports Sample IVR Activity Report Statistic 11 THIS IS A CUSTOM STATISTIC, SO ACTUAL USE VARIES BY SITE! This sample shows statistic 11 used to tally automated account inquiries by callers using a custom IVR application. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 87

92 IVR Activity Reports Sample IVR Activity Report Statistic 12 THIS IS A CUSTOM STATISTIC, SO ACTUAL USE VARIES BY SITE! This sample shows statistic 12 used to tally automated phone inquiries by callers using a custom IVR application. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 88

93 IVR Activity Reports Sample IVR Activity Report Statistic 308 IVR Announcement 8 THIS IS A STANDARD STATISTIC. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 89

94 IVR Activity Reports Sample IVR Activity Report Statistic 309 IVR Announcement 9, Callback Offer THIS IS A STANDARD STATISTIC. By definition, IVR Announcement 9 is used from ACD CCVs to route calls to the IVR for Callback offers and ETA announcements. Field Definitions Field Date Calls Description Date calls arrived Tally of calls for this statistic TECHNOLOGY FOR BUSINESS CORP. 90

95 IVR Activity Reports IVR Announcement 9 Log Statistic 309 IVR Announcement 9, Callback Offer This is the drill down report from the IVR Activity Report 309. TECHNOLOGY FOR BUSINESS CORP. 91