Arc Enterprise. Supervisor Text Reports. Version 5.1.x

Transcription

1 Arc Enterprise Supervisor Text Reports Version 5.1.x

2 Arc Solutions (International) Ltd. All rights reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged EMEA Americas Asia Pacific Arc Solutions (International) Ltd. Innovation House Pincents Lane, Reading, Berkshire. RG31 4UH T: +44(0) f: +44(0) Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina T: f: Arc Solutions (International) Ltd. 2 Marks Street Naremburn NSW 2065 Australia T: f:+61 (0) e: [email protected] e: [email protected] e: [email protected] Support or +44(0) from outside the UK Support Support (0) A Mettoni Limited Company 3 rd Edition, July 2011 Written by Martin Taylor Printed in England The equipment complies with all the relevant conditions if used in accordance with the manual.

3 Contents Section 1: Overview... 6 Grade of Service and SLA Reports... 7 Running a Report Selection Criteria... 8 Section 2: Arc Connect Overview AC01 Total Incoming and Outgoing Calls By Date AC02 Total Incoming and Outgoing Calls By Time AC03 Abandoned External Calls Inbound and Outbound AC04 Call Routing by Date AC05 Call Routing by Time Call Tracking Reports CT01 CLI Call Tracking Again 2 calls are involved in a Park, as shown. There is no reference in this report to the actual Park port that was used.ct02 CLI Call Tracking Summary CT02 CLI Call Tracking Summary CT03 DDI Call Tracking CT04 DDI Call Tracking Summary CT05 External Transfer Tracking Report Section 3: Console Connect Overview CN01 Incoming Calls By Date CN02 Incoming Calls By Time CN03 Incoming Calls by Date and Time CN04 Abandoned Calls CLI Report CN05 Abandoned Calls Overview By Date CN06 Abandoned Calls Overview By Time CN07 CN09 Service Level Reports CN10 CN12 Grade of Service Reports CN13 Call Routing By Date CN14 Call Routing By Time Console Queue Reports CS01 Incoming Calls By Queue/Date... 41

4 CS02 Incoming Calls By Queue/Time CS03 Queue Activity By Time CS04 Overflowed Calls By Date CS05 Overflowed Calls By Time CS06 Abandoned Calls by Queue/Date CS07 Abandoned Calls by Queue/Time CS10 CN12 Service Level Reports CN13 CN15 Grade of Service Reports CS16 Call Detail by SLA Operator CO01 Operator Calls by Date CO02 Operator Calls by Time CO03 Operator Calls by Queue CO04 Operator Outbound Calls CLI CO05 Operator Activity Report CO06 Operator Activity Summary CO07 Consolidated Operator Activity Summary CO08 Operator Unavailability Report Section 4: Call Connect Overview CC01 Incoming Calls By Date CC02 Incoming Calls By Time CC03 Incoming Calls by Date and Time CC04 Abandoned External Calls CLI Report CC05 Abandoned Calls Overview By Date CC06 Abandoned Calls Overview By Time CC07 CC09 Service Level Reports CC10 CC12 Grade of Service Reports CC13 Call Routing By Date CC14 Call Routing By Time Queue Reports QR01 Incoming Calls By Queue QR02 Incoming Calls By Queue/Time QR03 Queue Activity By Time... 85

5 QR04 Overflowed Calls By Date QR05 Overflowed Calls By Time QR06 Abandoned Calls by Queue/Date QR07 Abandoned Calls by Queue/Time QR08 Call Completion by Date QR09 Completion by Time QR10 QR12 Service Level Reports QR13 QR15 Grade of Service Reports QR16 Call Detail by SLA QR17 Answered Calls by Skill Level QR18 Incoming Calls by Queue/Skill Level QR19 Incoming Calls by Queue Skill / Time QR20 Extended Duration Calls Agent Reports AR01 Agent Calls by Date AR02 Agent Calls by Time AR03 Agent Calls by Queue AR04 Outbound Dialled Number AR05 Agent Activity Report AR06 Agent Summary AR07 Consolidated Agent Activity Summary AR08 Agent Unavailability Report AR09 Completion by Date AR10 Completion by Time

6 Section 1: Overview The Arc Supervisor application provides the ability to run historical reports on activity undertaken by the Arc system. The Supervisor is separated into the various products that make up the whole solution, and will only show those products that have been licenced. When viewing the reports there are some fundamental principles that need to be understood in order to get an accurate view of performance based on the stats. The table below explains the fundamental understanding of the different call types: Calls Answered Calls Abandoned Calls Overflowed Break Hours Total Calls Queue calls answered by an Operator or Agent User. This figure will also include outbound calls in reports AC01 and AC02 Queue calls that were routed into a Call Queue or Voice session, but could not be answered and caller finished the call before someone could pick it. Also included, where relevant, will be calls into a Voice Session that used the End Script option, which terminates the call. This figure will also include outbound calls in reports AC01 and AC02 Queue calls that originally waited in a Queue but overflowed to an extension or device OUTSIDE or the Arc system, hence shown Overflowed in these reports. Please note that calls overflowed within the Arc system, i.e from a one console queue to another console or Call Connect ACD queue, will not be sown as overflowed. They will be counted as answered or abandoned depending on what the actual outcome was. The only exception to this is reports CS04/05 and QR04/05 where ALL overflows are shown for the purposes of resource planning. This will show the amount of calls that been redirected out from a Call Queue or Voice Session which is in a Break Hour time. Where a Break Hours column is shown it will include ALL calls that were redirected for a Break Hour reason, whether they were redirected within or outside of the Arc system. If the calls remained in Arc they will also be counted in both the Break Hours column and the Answered or Abandoned columns depending on the outcome of the call. This double counting does not affect the overall Total column. Examples: 1. Call to Console Queue A, Break Hours to ACD queue B and answered will show as 1 Answered call AND 1 Break Hours call. 2. Call to ACD queue C, Breaks Hours to Console Queue D and abandoned will show 1 Abandoned call AND 1 Break Hours call. 3. Call to Console Queue E and Overflowed to Device 1000 will show just 1 Break Hours Call. Each call would increment the Total column by 1 call. Total Calls = Answered Calls + Abandoned Calls + Overflowed + Break Hours Calls that we redirected out of the Arc system. As noted above the Break Hours column also includes calls that remained within Arc and these also show in the relevant Answered or Abandoned column. Total Calls caters for this double counting.

7 Grade of Service and SLA Reports These reports are currently based on the concepts of Source and Final queues as opposed to Arrival and Delivery queues. This means that in many cases the data is misleading especially if the calls are entering the system through a Voice Session. The Source Queue is the very first queue that is used, which could be a Voice, ACD or Console queue. The Final Queue is the very last Queue that the call was in before being answered, overflowed, abandoned etc. We also use Arrival and Delivery Queue, which are only ACD or console Queues. The way the reports are working at present would mean a call hitting a Voice Session, transferring to an ACD queue and then overflowing to another voice session will not be counted against the ACD queue, which would be the very information that was required. The GoS/SLA reports offer the choice of Arrival or Delivery Queue to run against, but in reality this is Source or Final. If voice is not used then there is no issue, especially on Arrival (a la Kent Police), but if voice is used there will be issues. Running a Report To run a report, the first thing to do is select the report required. There is a reports folder within each Product section, namely Arc Connect, Call Connect, Console Connect and Voice Connect. Select the folder and the individual reports appear in the description window. Select the report required and the relevant parameters for selection are shown in the panel window below the report description. Figure 1 1: Running a report

8 1.1Selection Criteria A number of report selection criteria are also displayed as shown in figure above. Not all report criteria are available for selection with each report. There are some fields that may not be available for the selected report. The unavailable criteria will appear greyed out Date Selection Date selection is available with most reports. Use the arrows to scroll to the month and year that the report will start from. Click on a number to select date. The date then shows in a grey square. Today's date is automatically selected and shown with a red outline. User can also run this report for one Day by selecting the same Date for From and To selection. Some reports only report for a single day, and in this case will only use the From date selection window Time Selection The user can use the arrows to change the time. By default, the time setting is for one 24 Hour day i.e. from 12:00:00 AM To 11:59:59 PM. The time selected refers to the actual Start time of the call i.e the time the call hits the Arc system. For example if the Start time is set at 09:00:00, a call that arrives at 08:59:59 will NOT be included, but a call starting at 09:00:00 WILL be included. The End time also refers to the Starting time of the call and includes all calls up to and including the time set, for example if the End Time is set to 17:00:00 then a call arriving in the Arc system at 17:00:00 will be included, but a call arriving at 17:00:01 will not be Abandoned Call Timer This functionality enables the Supervisor to discard the abandoned calls that lasted for a short time, while running the reports. Set the time in the Abandoned Call Timer as shown and calls getting abandoned in less than or equal to the given time will not be included in the report Selections This is where the items to report on are selected. This is generally queues and/or users, but for some reports other options will be shown. These other options are CLI and DDI when running Call Tracking reports, or Activity when running user activity reports. The relevant selections will only be made available once a report has been selected from the window : Selection CLI DDI Queue Activity Input required Text box for single entry Text box for single entry List box for single or multiple selection. Multiple selections can be made by holding the CTRL button and selecting the individual Queue with the mouse, or by holding the left mouse button while using the mouse to scroll down the list. Drop Down box for single selection Queue Type

9 Select whether the report will be based on figures for the Arrival Queue or the Delivery Queue. While selecting this option, please keep in mind that the figures report may be different for each of the Queue Types. Arrival Queue is where the call first reached after filtering, whereas Delivery Queue is the queue from where the call was delivered to the User. Depending on configuration calls may be overflowing from one queue to another queue before reaching the console attendant. When running Voice Connect Reports the Arrival and Delivery Queue selections refer to the original and final Voice Session used. When running Call Connect and Console Connect reports these will relate to the Call Queues and ignore Voice Sessions. As an example a call arriving in Voice Session A and then being routed into Console Queue B, will have an Arrival Queue of Voice Session A when running a Voice connect report, but an Arrival Queue of Queue B when running a Console report User Selections There are 2 ways of selecting Users to report on. The first selection is a drop down box for selecting a User Group. A grouping of Users can be created from the Supervisor main menu option Configuration>User Groups. The second selection option is to manually select the user that are required for the report. Multiple selections can be made by holding the CTRL button and selecting the individual Queue with the mouse, or by holding the left mouse button while using the mouse to scroll down the list Service Level and Grade of Service Parameters There are two group boxes in this selection. One is the Agreed Answer Time for the Service Level. Service Level is an agreement between a call centre and its client. It defines the maximum time a caller should have to wait before being answeredby a user. All calls that are answered within the maximum wait time described in service level threshold are considered service level calls. Before running a report for SLA set the Agreed Answer Time for the Service Level. Grade of Service is the percentage of calls answered within maximum wait time described in service level. Before running a report for Grade of Service, set the parameters for the Grade of Service. Arc Text reports for Grade of Service will be calculating the two Levels based on the criteria entered by the user in these two areas Include calls This option is only active when running GOS and SLA reports, and includes two options: 1. Night Service Calls. When checked, calls that have been redirected because of a Break Hours overflow WILL be included in the calculations. This option is off by default. 2. Calls Allocated to the Queue by IVR. When checked the amount of time that a call was in a Voice Session, plus the waiting time in the Queue before being answered will be used. This

10 option is off by default meaning that only the time in the Call queue is used to calculate the statistics.

11 Section 2: Arc Connect 2.1Overview There are five historical text reports available in Arc Connect Overview folder. Data shown in these reports is based on all the sections of the Arc Connect Suite i.e. adding up all the values from different modules, and giving a cumulative total. The available reports are:..ac01 Total Incoming and Outgoing Calls By Date..AC02 Total Incoming and Outgoing Calls By Time..AC03 Abandoned External Calls Inbound and Outbound..AC04 Call Routing by Date..AC05 Call Routing by Time Please keep the following points in mind while viewing the Arc Connect Reports...Once a user is running a report under Arc Connect folder, the calls concerned with all modules will be included in the report.

12 AC01 Total Incoming and Outgoing Calls By Date This is a summary report of all Incoming and Outgoing Calls for all of the Arc Connect modules, covering a specified date range. Incoming calls include both calls being made to ANY Arc queue or voice session plus any call made directly to a device that is logged into by an Arc client (agent or operator). Outbound calls are those made by Arc clients from the line on the device that they are logged into. Calls made from other lines on the same device are not included. A single line of information is provided for each Date within the range. Total Calls Total number of incoming and outgoing calls through Arc Server during the Date range selected for the Report. Answered Calls Total number of incoming and outgoing calls answered through all the modules of Arc Connect. Abandoned Calls Total number of incoming and outgoing calls abandoned in all the modules of Arc Connect. Overflowed Total number of incoming calls overflowed to a device or External number from all the modules in Arc Connect. % Answered Total number of incoming and outgoing calls answered through all the modules of Arc Connect /Total numbers of calls * 100 % Abandoned To Total number of incoming and outgoing calls abandoned in all the modules of Arc Connect /Total numbers of calls * 100 % Overflowed Total number of incoming calls overflowed to a device or External number from all the modules in Arc Connect /Total number of calls * 100. Average Answered Wait Average time a caller has waited before the call is answered in all the modules of Arc Connect. Average Answered Talk Average Talk time for Answered Call in all the modules of Arc Connect System. Average Wait of Abandoned Calls Average Wait time for Abandoned Call in all the modules of Arc Connect System. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered within 10 seconds...20: % Calls answered between 10 to 20 seconds...30: % Calls answered between 20 to 30 seconds...40: % Calls answered between 30 to 40 seconds...40+: % Calls answered after 40 seconds of wait. Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has to bear before the call was abandoned. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Date Selection: From: Start Date, To: End Date. Time Selection : Start and End Time (not effective)

13 Abandoned Calls Figures in Detail The report contains details of all inbound AND outbound calls made by Arc Agent or Console Clients. It should be noted that this report is not conductive to a tenanted solution as there is no way to select the clients or Queues that are included in this report. Every time an operator retrieves a call from the F5 area it is counted as an Answered call. Putting a call on hold into F5 does NOT increase the call count, only the retrieval. Different call scenarios produce different results. These are detailed as follows: Scenario # of calls in Total column Call Counts per call Blind Transfer 2 calls in Total 1 inbound and 1 overflow Consult Transfer 2 Calls in Total 2 Answered Calls Parked Call 2 Calls in Total 1 Answered and 1 overflow Conference Call (3 party) 3 calls in Total 3 Answered calls Call Retrieved (from F5) 1 Call 1 Answered call Direct DDI call 1 Call 1 Answered Call Abandoned DDI Call 1 call 1 Abandoned Call Outbound DDI call 1 Call 1 Answered Call Abandoned Outbound DDI Call 1 call 1 Abandoned Call Cancelled Consult Transfer 2 calls 1 Answered and 1 Abandoned (cancelled before being answered) Cancelled Consult Transfer 2 Calls 2 Answered (cancelled after being answered) Parked Call retrieved by dialling 2 Calls 1 Answered and 1 Overflow Park # or double clicking Park port Parked Call retrieved from F5 after 2 Calls 1 Answered and 1 overflow Timeout Camped on call 2 Calls 1 Answered and 1 overflow Auto Campon 2 calls 1 Answered and 1 Overflow Voice Call with transfer to a device 1 Call 1 Overflow Voice Call with transfer to a queue 1 Call 1 Answered (answered) Voice Call with transfer to a queue 1 Call 1 Abandoned (abandoned) Voice Call (End Script) 1 Call 1 Abandoned

14 AC02 Total Incoming and Outgoing Calls By Time This is a summary report of all Incoming and Outgoing Calls for all of the Arc Connect modules, covering a specified Date and Time range selected by the user. Incoming calls include both calls being made to ANY Arc queue or voice session plus any call made directly to a device that is logged into by an Arc client (agent or operator). Outbound calls are those made by Arc clients from the line on the device that they are logged into. Calls made from other lines on the same device are not included. A single line of information is provided for each hour. The information is counted in the same way as report AC01. Date: For: Date of the Report. Time : Start and End Time Abandoned Calls Timer

15 AC03 Abandoned External Calls Inbound and Outbound This report is only reporting on Abandoned INBOUND CALLS!!!! This report provides details of all abandoned calls Inbound and Outbound, for a specific date selected by the user. Name of the Arrival Queue is shown with the call information. : AC03 Abandoned External Calls Inbound and Outbound Time The Time when the call first rang in the Arc System, or that the handset making the outbound call was taken off hook Queue The Arrival Queue for the incoming call. Original CLI Caller's Line Identification for the incoming external call. Modified CLI Caller s Line Identication after it has been modified by any inbound Arc dial plan. DDI Direct Dial Inbound: The number, the caller of the abandoned call dialled. Ring Duration The Total Time duration for which the call remained in Arc System. Date: For: Date of the Report. Time: From: Start Time, To: End Time. Abandoned Calls timer

16 AC04 Call Routing by Date This is a summary report for each Call Filter used for routing calls into queues and Voice Sessions, covering a specified date range selected by the user. The information provided covers the Routing Tag and Reference assigned to the filter. The report is structured so that each Call Filter is on a different line. The figures include additional figures for call blind transfers where a separate record is recorded in the DB, but keeps the original Call Filter data Table 2 4: : AC04 Call Routing by Date Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Date Selection: From: Start Date, To: End Date. Time Selection : Start Time and End Time (Not effective) Abandoned Calls Timer

17 AC05 Call Routing by Time This is a summary report for each Call Filter used for routing calls into Queues and Voice Sessions, for a specific date, and time range. The information provided covers the Routing Tag and Reference assigned to the filter. This report uses the same methodology as report AC04, and has the same way of calculating the statistics. The data contained in the report is as follows: Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Date: For: Date of the Report. Time : Start and End Time Abandoned Calls Timer

18 2.2 Call Tracking Reports There are five Historical Text reports present in Arc Connect Call Tracking folder. These reports track INBOUND calls based on CLI and DDI information. Data fetched by these reports is cumulative of all the modules of Arc Connect Suite. The available reports are:..ct01 CLI Call Tracking..CT02 CLI Call Tracking Summary..CT03 DDI Call Tracking..CT04 DDI Call Tracking Summary..CT05 External Transfer Tracking Report CT01 CLI Call Tracking This is a Tracking report of Incoming Calls based on the CLI. This report uses the MODIFIED CLI, and not the original CLI of the caller, if inbound CLI modifications are being used. The User enters the Number in the CLI box, and the Supervisor application will produce a report for all the incoming calls that has a CLI matching the given number. The information provided covers Date/Time of the Call, Event, and Route of the Call. Complete routing information is provided for each of the call. A call that is held by an operator is treated as a separate call, and will be seen as such in this report. Any call that follows this scenario will have a Call Routed Event and a Queue Service Queue in the Routed to field. A call that is held and retrieved twice before being transferred will generate 3 separate calls in this report. The report also shows separate calls in the case of a blind transfer, and call being held and retrieved, and a parked call. Examples are shown below. : CT01 CLI Call Tracking Date/Time Event Routed To Original CLI Modified CLI Date and Time when the event has occurred on this call. Event that has occurred on the call. The name of the destination where the call is forwarded. Caller's Line Identification for the incoming external call. Caller s Line Identication after it has been modified by any inbound dial plan. The following Events are used within this report: Event

19 Call alerting Call routed User Call Offer User Call Accepted User Call Withdrawn Call Connected User Call Finished User Not Ready User Completion State Call Disconnected The call enters the Arc system The call has been routed into a Queue The call is offered to an Arc client. If this is a Call Connect agent this will be ringing the handset, or for an operator this is the time that the call is presented in the Queue Calls area The User accept the call to answer The call was taken away from the user to whom it was presented The call is connected/active on the User s handset The Call is completely finished The call has passed into Wrap Up time The call has entered the Completion state allowing the user time to fill in any relevant completion codes. The call was abandoned by the calling party, or the call was terminated by a voice script (End Script option) or the call was transferred outside of the Arc system Date Selection: From: Start Date, To: End Date. Time Selection : Start and End Time CLI: Modified CLI number Examples of CLI Tracking Reports Example of a Blind Transfer In this example the original caller s CLI of 1328 has been modified by a dial plan to The report must be run against Example of a Consultation Transfer

20 Example of a Parked call Again 2 calls are involved in a Park, as shown. There is no reference in this report to the actual Park port that was used.

21 CT02 CLI Call Tracking Summary This is a Summary report of Incoming Calls based on the CLI. The User enters the Number, and the Supervisor application will produce a report for all the incoming calls that has CLI matched with the given number. The information provided covers Date/Time of the Call, Event, and Route of the Call. A call that is held by an operator is treated as a separate call, and will be seen as such in this report. Any call that follows this scenario will have a Call Routed Event and a Queue Service Queue in the Routed to field. A call that is held and retrieved twice before being transferred will generate 3 separate calls in this report. : CT02 CLI Call Tracking Summary Modified CLI Original CLI Date Time Outcome Ringing in Time Connected Time Caller s Line Identication after it has been modified by any inbound dial plan. Caller's Line Identification for the incoming external call. Date when the call first entered in Arc System. Time when the call first entered in Arc System. Outcome of the Call. Wait time for the call before being answered or abandoned. This time DOES NOT include any time that the call may have been in a Voice Session. In case the call is answered then the talk time will be shown in this column. Possible Outcome Events in this report: Outcome Answered Abandoned OverFlow The incoming call was answered by an Arc client (operator or agent) The call was abandoned by the caller before reaching an Arc call queue. If the call was routed into a Voice Session first and the End script option was used, this will also show as an abandoned call. Voice Session Transfer to device or a call overflowed from a Call Queue outside of the Arc system i.e to a device Date Selection: From: Start Date, To: End Date. Time : Start and End Time Input: Modified CLI number or CLI pattern.

22 CT03 DDI Call Tracking This is a Tracking report of Incoming Calls based on the DDI. The User enters the Number, and the Supervisor application will produce a report for all the incoming calls that has DDI matched with the given number. The information provided covers Date/Time of the Call, Event, and Route of the Call. Complete routing information is provided for each of the call. A call that is held by an operator is treated as a separate call, and will be seen as such in this report. Any call that follows this scenario will have a Call Routed Event and a Queue Service Queue in the Routed to field. A call that is held and retrieved twice before being transferred will generate 3 separate calls in this report. : CT03 DDI Call Tracking Date/Time Event Routed To Modified DDI Original DDI Date and Time, when the event has occurred on this call. Event that has occurred on the call. The name of the destination where the call is forwarded. Direct Dial In after it has been modified by any outbound dial plan. Without an inbound dial plan change this field will normally contain the Filter number used to route the call into the queue. Direct Dial In that the caller has dialled. This column will show a Host PBX device while the call is queuing, a handset number while ringing a user s handset or is connected, a Service Queue port or a Park device when relevant. The following Events are used in this report: Event Call alerting Call routed User Call Offer User Call Accepted User Call Withdrawn Call Connected User Call Finished User Not Ready User Completion State Call Disconnected The call enters the Arc system The call has been routed into a Queue The call is offered to an Arc client. If this is a Call Connect agent this will be ringing the handset, or for an operator this is the time that the call is presented in the Queue Calls area The User accept the call to answer The call was taken away from the user to whom it was presented The call is connected/active on the User s handset The Call is completely finished The call has passed into Wrap Up time The call has entered the Completion state allowing the user time to fill in any relevant completion codes. The call was abandoned by the calling party, or the call was terminated by a voice script (End Script option) or the call was transferred outside of the Arc system

23 Date Selection: From: Start Date, To: End Date. Time : Start and End Time Input: Modified DDI number or DDI pattern. Example of a Parked Call This illustrates the two calls making up a standard parked call. Call 13 is the original incoming call on filter 8659, which was queued on port 8602 and answered by OP1 on extension Call 14 is the park segment. The call was parked on port 8620 and picked up by extension Example of a Blind Transfer

24 Example of a Consultation Transfer The consultation transfer only displays 1 call. The consultation sector is recorded as an outbound call so is not included in this report.

25 CT04 DDI Call Tracking Summary This is a summary report of Incoming Calls based on the DDI. The User enters the Number, and the Supervisor application will produce a summary report for all the incoming calls that has DDI matched with the given number. The information provided covers Total Calls, Date/Time of the Call, Outcome, Ringing in Time, Connected Time. : CT04 DDI Call Tracking Summary Modified DDI Original DDI Date Time Outcome Ringing in Time Connected Time Direct Dial In after it has been modified by any outbound dial plan. Direct Dial In that the caller has dialled. Date when the call first entered in Arc System. Time when the call first entered in Arc System. Outcome of the Call. Wait time for the call before being answered or abandoned. In case the call is answered then the talk time will be shown in this column. The following Outcomes are used for this report Outcome Answered Abandoned OverFlow The incoming call was answered by an Arc client (operator or agent) The call was abandoned by the caller before reaching an Arc call queue. If the call was routed into a Voice Session first and the End script option was used, this will also show as an abandoned call. Voice Session Transfer to device or a call overflowed from a Call Queue outside of the Arc system i.e to a device Date Selection: From: Start Date, To: End Date. Time: Start and End time Input: Modified DDI number or DDI pattern.

26 CT05 External Transfer Tracking Report This is a summary report of all incoming Calls that have been transferred on any of the External number through Arc System based on the CLI. The User enters the Number, and the Supervisor application will produce a summary report for all the incoming and transferred calls that have CLI matched with the given number. The information provided covers CLI, Date/Time of the Call, User and Transfer Destination. THIS REPORT IS NOT WORKING IT DOES NOT SHOW ANY DATA. : CT05 External Transfer Tracking Report Modified CLI Original CLI Date Time User Transferred To Caller s Line Identication after it has been modified by any inbound dial plan. Caller's Line Identification for the incoming external call. Date when the call first entered in Arc System. Time when the call first entered in Arc System. Name of the User who has transferred the call The external number where the user transferred the call. Date Selection: From: Start Date, To: End Date. Input: Modified CLI number or CLI pattern.

27 Section 3: Console Connect A wide range of historical text reports is also available in Console Connect section. These reports cover all areas of Console Connect, and are defined in the following folders: Overview Queue Operator 3.1 Overview There are fourteen reports present in Console Connect Overview folder. These reports allow selections of Queues to be made for incorporation into the data, with all reports showing aggregated information for all selected queues. If data is needed for individual queues then these same reports can be run under the Console Queues section of the Supervisor Reporting. These are the Historical Text reports. Data shown in these reports is based on the Console Connect module. The available reports are:..cn01 Incoming Calls By Date..CN02 Incoming Calls By Time..CN03 Incoming Calls by Date and Time..CN04 Abandoned Calls CLI Report..CN05 Abandoned Calls Overview By Date..CN06 Abandoned Calls Overview By Time..CN07 Service Level By Date..CN08 Service Level By Time..CN09 Service Level By Date and Time..CN10 GOS By Date..CN11 GOS by Time..CN12 GOS By Date and Time..CN13 Call Routing By Date..CN14 Call Routing By Time CN01 Incoming Calls By Date This is a summary report of Incoming Console Calls, covering a specified date range for the selected queues. A single line of information is provided for each 24 hour period. The selected queues are amalgamated to provide an overall set of summary stats. : CN01 Incoming Calls By Date Total Calls Total number of call entering the selected Console Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call.

28 Answered Calls Total number of calls answered in the Console Connect. Abandoned Calls Total number of calls abandoned in the Console Connect. Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect. Night Service / Break Hours Calls Total number of calls overflowed due to Night Service or Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

29 CN02 Incoming Calls By Time This is a summary report of Incoming Call Data, covering a specified time for the selected queue(s). A single line of information is provided for each hour. : CN02 Incoming Calls By Time Total Calls Total number of call entering the selected Console Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Answered Calls Total number of calls answered in the Console Connect. Abandoned Calls Total number of calls abandoned in the Console Connect. Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect. Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours, both within and outside of Arc. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

30 CN03 Incoming Calls by Date and Time An overview summary report for the incoming calls in the Queues, for a specific date and time. A single line of information is provided for a particular date and time duration. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CN03 Incoming Calls by Date and Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

31 CN04 Abandoned Calls CLI Report This is a report that gives details of all abandoned calls, for a specific date. Totals are given per Queue. Only calls with a valid CLI are included. The Abandoned Call Timer allows calls that were abandoned in less than or equal to the time set to be excluded from the report. : CN04 Abandoned Calls CLI Report Time Queue CLI DDI Ring Duration The Time when the call first rang in the Console Connect. The arrival Queue for the incoming call. Caller's Line Identification for the incoming external call. Direct Dial Inbound. The number the caller of the abandoned call dialled. The Total Time duration for which the call remained in Console Connect. Queue(s): is selectable before running the report. Date: For: Date of the Report. Time: From: Start Time; To: End Time. Abandoned Call Timer

32 CN05 Abandoned Calls Overview By Date This report is similar to report CN01, however the Answer Time Profile stats are replaced by similar figures for the Abandoned calls. An overview summary report for the calls in the Queues, for a specific date. A single line of information is provided for each date. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CN05 Abandoned Calls Overview By Date Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Time Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the seven stats maintained for all the abandoned calls...10: % Calls abandoned in 10 seconds or less...20: % Calls abandoned between 11 to 20 seconds...30: % Calls abandoned between 21 to 30 seconds...40: % Calls abandoned between 31 to 40 seconds...50: % Calls abandoned between 41 to 50 seconds...60: % Calls abandoned between 51 to 60 seconds...1 minute+: % Calls abandoned after61 seconds or more. Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has made before abandoning the call. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Abandoned Call Timer

33 CN06 Abandoned Calls Overview By Time An overview summary report for the calls in the Queues, for a specific date and time. Information is the same as for CN05. A single line of information is provided for each hour within the specified date. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CN06 Abandoned Calls Overview By Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Time Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the seven stats maintained for all the abandoned calls...10: % Calls abandoned in 10 seconds or less...20: % Calls abandoned between 11 to 20 seconds...30: % Calls abandoned between 21 to 30 seconds...40: % Calls abandoned between 31 to 40 seconds...50: % Calls abandoned between 41 to 50 seconds...60: % Calls abandoned between 51 to 60 seconds...1 minute+: % Calls abandoned after61 seconds or more. Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has made before abandoning the call. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time: From: Start Time; To: End Time. Abandoned Call Timer

34 CN07 CN09 Service Level Reports These reports show details for calls that fall within a configured in Service Level Agreement time. The time must be set before running the report. This report will arrange the call data based on that parameter. SLA A simple percentage of calls answered within specified amount of time. For example 90% of calls answered within 10 seconds is a common target set. These reports will give count all answered and abandoned calls within the selected queue(s). By default all abandoned calls will be include, and every call that s abandoned will count AGAINST the SLA figure, however the Abandoned Call Timer will allow for call abandoned within a certain time to be discounted from the calculations. CN07 SLA by Date This allows a date range to be selected, and for the selected queues presents a single line of data per date. CN08 SLA by Time This report runs stats for a single date. The data is shown as a line per hour for the selected period. Any period that is split into less than an hour will display the whole hour as the period on the report. CN09 SLA by Date and Time This report aggregates hourly periods across the date range. The display will show the hourly periods for 24 hours but the figures will aggregate call from each date within the time bracket. : CN07 Service Level By Date Total Calls Answered Calls Abandoned Calls SLA No of Calls SLA Average Answer Time SLA Answer calls Parentage Total number of calls entering the selected queues Total number of calls answered in the selected queues Total number of calls abandoned in the selected queues Total number of answered calls falling within Service Level Agreement Time Average Answer Time for the calls falling within Service Level Agreement Time Percentage of calls falling within Service Level Agreement Time Date: For: Date of the Report. Agreed Answer Time: No of seconds. Abandoned Call Timer Any calls abandoned in less than or equal to the time set will be discounted from the calculations. Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue

35 calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

36 CN10 CN12 Grade of Service Reports These 3 reports all present data regarding Grade of Service calculations, based on input entered prior to running each report. The figures are calculated against ANSWERED and ABANDONED calls. To get a true indication of performance, it is possible to remove calls that were abandoned below a time threshold using the Abandoned Call Timer. Set this at the time you want to ignore these calls, and this is based on a less than or equal to value i.e if you want to ignore call that were abandoned in LESS than 10 seconds, set the Timer to 9 seconds. When running a report the time factors can be changed but not the 100% figure for Grade of service 1. The percentage for GoS 2 can be changed as desired. In reality this gives an absolute figure for calls answered within x seconds i.e it is based on the time the call has been queuing in the Console system. There is no selection allowed for the Arrival or Delivery queue in these reports, and they are run against the Delivery Queue only. Grade Of Service 1 (GoS1) This is based on a 100% figure (non configurable) answered within a certain number of seconds. Because the configured percentage figure is set at 100% and cannot be amended, the figure given is the same as the SLA figure would be. Grade of Service 2 (GoS2) Is a more configurable figure allowing flexible stats to be gaithered, for example a requirement may be set to answer 80% of calls within 30 secondsrunning a report allows both the time factor and the percentage to be changed as required. An example calculation is shown below: Example : GoS2 is calculated as (percentage calls ANSWERED within time + ABANDONED calls above the Abandoned Call Timer / percentage target)*100. So for a test with 3 calls answered at 25,33 and 36 seconds and a target of 80% within 30 seconds the figures are (33.33/80)*100 = 41.67%. If you achieve 80% of your calls i.e your target the GoS2 figure will show 100%. CN10 GoS by Date This allows a date range to be selected, and for the selected queues presents a single line of data per date. CN11 GoS by Time This report runs stats for a single date. The data is shown as a line per hour for the selected period. Any period that is split into less than an hour will display the whole hour as the period on the report. CN12 GoS by Date and Time This report aggregates hourly periods across the date range. The display will show the hourly periods for 24 hours but the figures will aggregate call from each date within the time bracket. The 3 reports show the same details : Total Calls Answered Calls Abandoned Calls GoS Level 1 Percentage Answered Calls Total Number of calls entered in Call Connect Total Number of calls answered in Call Connect Total Number of calls abandoned in Call Connect Percentage of Answered calls for within Grade of Service Level 1

37 GoS Level 1 Percentage Abandoned Calls GoS Level 2 Percentage Answered Calls GoS Level 2 Percentage Abandoned Calls Percentage of Abandoned calls for within Grade of Service Level 1 Percentage of Answered calls for within Grade of Service Level 2 Percentage of Abandoned calls for within Grade of Service Level 2 Date: From: Start Date; To: End Date. (CN11 is only a single Date) Time Selection Start and End Times Grade of Service Level 1: No of seconds and Percentage of calls Grade of Service Level 2: No of seconds and Percentage of calls Abandoned Call Timer Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

38 CN13 Call Routing By Date This is a summary report for each Call Filter used for routing calls into Console queues, covering a specified date range selected by the user. The information provided covers the Routing Tag and Reference assigned to the filter. The report will include Voice Session filters if the calls were routed this way. The report is structured so that each Call Filter is on a different line. The figures include additional figures for call blind transfers where a separate record is recorded in the DB, but keeps the original Call Filter data : CN13 Call Routing by Date Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Date Selection: From: Start Date, To: End Date. Time Selection : Start Time and End Time (Not effective) Abandoned Calls Timer

39 CN14 Call Routing By Time This is a summary report for each Call Filter used for routing calls into Console Queues, for a specific time range on a single selected date. The information provided covers the Routing Tag and Reference assigned to the filter. This report uses the same methodology as report CN13, and has the same way of calculating the statistics. And shows individual hourly periods. The data contained in the report is as follows: Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Date: For: Date of the Report. Time : Start and End Time Abandoned Calls Timer

40 3.2 Console Queue Reports There are seven reports present in Console Connect Queue folder. These are the Historical Text reports. Data shown in these reports is based on the Queues configured in Console Connect module. The available reports are:..cs01 Incoming Calls By Queue/Date..CS02 Incoming Calls By Queue/Time..CS03 Queue Activity By Time..CS04 Overflowed Calls By Date..CS05 Overflowed Calls By Time..CS06 Abandoned Calls by Queue/Date..CS07 Abandoned Calls by Queue/Time..CS10 Service Level by Queue/Date..CS11 Service Level by Queue/Time..CS12 Service Level by Date and Time..CS13 GoS by Queue/Date..CS14 GoS by Queue/Time..CS15 GoS by Date and Time..CS16 Call Detail by SLA

41 CS01 Incoming Calls By Queue/Date This is a summary report of Incoming Call Data, covering a specified date range for selected queues. The report is ordered by date with each page showing a single date broken down with a single line of date per queue within the selection. Only queues with some form of call activity on the relevant date will be shown. : CS01 Incoming Calls By Queue/Date Total Calls Total number of call entering the selected Console Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Answered Calls Total number of calls answered in the Console Connect. Abandoned Calls Total number of calls abandoned in the Console Connect. Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect. Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Longest Abandoned Wait The longest period of time a call was waiting to be answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date.

42 Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

43 CS02 Incoming Calls By Queue/Time This report breaks down data for the selected queues for a single date, and displays the data in for an hourly band on each page. The Queues are displayed on every page where they have some activity during the time period. : CS02 Incoming Calls By Queue/Time Total Calls Total number of call entering the selected Console Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Answered Calls Total number of calls answered in the Console Connect. Abandoned Calls Total number of calls abandoned in the Console Connect. Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect. Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Abandoned Wait The longest time a call was waiting before being abandoned. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

44

45 CS03 Queue Activity By Time This is a summary report of Incoming Call activities for the selected queues, covering a specified date. A single line of information is provided for each Call, and the report is ordered by the Start Time of each call. : CS03 Queue Activity By Time Queue Start Time End Time Talk Time CLI DDI Destination Outcome The name of the Queue for which the report is generated. The time that the call entered the Console Queue The time that the call ended. The total time the caller was connected. Caller's Line Identification for the incoming external call in the Queue. Direct Dial Inbound. The number the caller dialled. The name of the destination in the Queue to which the call was directed. This could be an operator Login Name, device number if overflowed. The final outcome of the call when in the selected queue. Options for this are: Answered Abandoned Overflowed (including the Reason) Break Hours Queue(s) is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Calls Timer

46 CS04 Overflowed Calls By Date The report currently runs only against Arrival Queues. These are the first Console Queue that the call hits, and can therefore be deemed as the main target destination for that call. Calls are either answered within this queue or can be overflowed to another destination, based on a variety of criteria, for example Out of Hours, No Operators, Maximum Wait Time etc. A list of queues can be selected for reporting on from all the queues, but only queues that are listed as Arrival Queues are reported on. This is determined by the data, and the call flow of each call. For example if calls are only ever routed into Queue B via an overflow, then the Queue will NOT be shown in the report even if selected, however if some calls are made directly into Queue B, then it will be shown. The stats shown for each queue however will ONLY relate to calls where that queue is the Arrival Queue. So for example if 1 call is made directly, and one is overflowed into that queue, then only 1 call will show up (the direct call). In comparison running a CS01 report against delivery Queue for Queue B will show both of the calls. This report also departs from the main premise of overflowed calls by including all relevant calls where overflowed including calls overflowed with the Arc system. : CS04 Overflowed Calls By Date Queue Total Queue Calls Total Overflow In Overflow In Night Service In Overflow out Time Limit Overflow out Queue Limit Overflow out No Operators Overflow out Destination Time Limit Overflow out Destination Queue Limit Overflow out Destination No Operators Night Service Out Night Service Out Destination The name of the Queue for which the report is generated. The total number of incoming calls in a Queue. The total number of calls overflowed in a respective Queue. The number of calls overflowed in the selected Queue from other call Queues during business hours.this figure includes calls that are transferred in from Voice Sessions The number of calls overflowed in the Queue during the break hours. The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit. IThe number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls. The number of calls that overflowed to other destination due to no Operators being logged into the queueu. The destination to which the calls were overflowed during the Time limit. The destination to which the calls were overflowed during the Queue limit. The destination to which the calls were overflowed when there were no Operators available in the default Queue. The number of calls that were overflowed out during the break hours to other selected Queue(s). The destination to which the calls are overflowed out

47 during the break hours. % In The calculated percentage of the Overflowed In calls. % Out The calculated percentage of the Overflowed Out calls. Queue(s) is selectable before running the report. Date Selection: From: Start Date: To: End Date.

48 CS05 Overflowed Calls By Time This report allows a drill down for a single date of data within the CS04 report. The caveats for this report are the same as for CS04. : CS05 Overflowed Calls By Time Queue The name of the Queue for which the report is generated. Total Queue Calls The total number of incoming calls in a Queue. Total Overflow In The total number of calls overflowed in a respective Queue. Overflow In The number of calls overflowed in the selected Queue from other call Queues during business hours.this figure includes calls that are transferred in from Voice Sessions Night Service In The number of calls overflowed in the Queue during the break hours. Overflow out Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit. Overflow out Queue Limit IThe number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls. Overflow out No Operators The number of calls that overflowed to other destination due to no Operators being logged into the queueu. Overflow out Destination Time Limit The destination to which the calls were overflowed during the Time limit. Overflow out Destination Queue Limit The destination to which the calls were overflowed during the Queue limit. Overflow out Destination No Operators The destination to which the calls were overflowed when there were no Operators available in the default Queue. Night Service Out The number of calls that were overflowed out during the break hours to other selected Queue(s). Night Service Out Destination The destination to which the calls are overflowed out during the break hours. % In The calculated percentage of the Overflowed In calls. % Out The calculated percentage of the Overflowed Out calls. Queue(s) is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

49 CS06 Abandoned Calls by Queue/Date This is a summary report of Incoming Call Data, covering a specified date range for selected queues. The report is ordered by date with each page showing a single date broken down with a single line of date per queue within the selection. Only queues with some form of call activity on the relevant date will be shown. The figure for each queue in the 10 seconds profile is not showing any data except 0%. Other percentage figures, and the totals are correct. Additionally the total for the date under the 30 column is incorrect. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CS06 Abandoned Calls By Queue/Date Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait...10: % Calls abandoned in less than 10 seconds...20: % Calls abandoned between 10 to 19 seconds...30: % Calls abandoned between 20 to 29 seconds...40: % Calls abandoned between 30 to 39 seconds...50: % Calls abandoned between 40 to 49 seconds. 60: % Calls abandoned between 50 to 59 seconds. 1min+: % Calls abandoned after 60 seconds or more. Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.

50 Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

51 CS07 Abandoned Calls by Queue/Time This is a summary report of the abandoned calls by Queue/Time. Each page of the report contains an hourly period during the selected date, and all queues with activity during that hour are displayed. If any column within the Abandoned time profile is 100% then the display column will show percent missing off the leading 1. Anything from 99.99% or below will show correctly. This is the same for the Totals line. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CS07 Abandoned Calls by Queue/Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait...10: % Calls abandoned in less than 10 seconds...20: % Calls abandoned between 10 to 19 seconds...30: % Calls abandoned between 20 to 29 seconds...40: % Calls abandoned between 30 to 39 seconds...50: % Calls abandoned between 40 to 49 seconds. 60: % Calls abandoned between 50 to 59 seconds. 1min+: % Calls abandoned after 60 seconds or more. Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report.

52 Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

53 CS10 CS12 Service Level Reports These reports show details for calls that fall within a configured in Service Level Agreement time. The time must be set before running the report. This report will arrange the call data based on that parameter. SLA A simple percentage of calls answered within specified amount of time. For example 90% of calls answered within 10 seconds is a common target set. These reports will give count all answered and abandoned calls within the selected queue(s). By default all abandoned calls will be include, and every call that s abandoned will count AGAINST the SLA figure, however the Abandoned Call Timer will allow for call abandoned within a certain time to be discounted from the calculations. CN10 SLA by Date This allows a date range to be selected, and displays a page for each date with activity in the selected queues. For each date each of the individual queue are shown with their relevant SLA figures. CN11 SLA by Time This report runs stats for a single date. The data is shown as a page per hour for the selected period. Any queue with activity during that period will be shown with the relevant SLA data. Any period that is split into less than an hour will display the whole hour as the period on the report. CN12 SLA by Date and Time This report aggregates hourly periods across the date range. The display will show a page for each hourly period for 24 hours and the figures will aggregate calls from each date within the time bracket to give a single figure per queue per hour for all dates selected. : CN07 Service Level By Date Total Calls Answered Calls Abandoned Calls SLA No of Calls SLA Average Answer Time SLA Answer calls Parentage Total number of calls entering the selected queues Total number of calls answered in the selected queues Total number of calls abandoned in the selected queues Total number of answered calls falling within Service Level Agreement Time Average Answer Time for the calls falling within Service Level Agreement Time Percentage of calls falling within Service Level Agreement Time Date: For: Date of the Report. Agreed Answer Time: No of seconds. Abandoned Call Timer Any calls abandoned in less than or equal to the time set will be discounted from the calculations. Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report.

54 Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

55 CS13 CS15 Grade of Service Reports These 3 reports all present data regarding Grade of Service calculations, based on input entered prior to running each report. The figures are calculated against ANSWERED and ABANDONED calls. To get a true indication of performance, it is possible to remove calls that were abandoned below a time threshold using the Abandoned Call Timer. Set this at the time you want to ignore these calls, and this is based on a less than or equal to value i.e if you want to ignore call that were abandoned in LESS than 10 seconds, set the Timer to 9 seconds. When running a report the time factors can be changed but not the 100% figure for Grade of service 1. The percentage for GoS 2 can be changed as desired. In reality this gives an absolute figure for calls answered within x seconds i.e it is based on the time the call has been queuing in the Console system. There is no selection allowed for the Arrival or Delivery queue in these reports, and they are run against the Delivery Queue only. Grade Of Service 1 (GoS1) This is based on a 100% figure (non configurable) answered within a certain number of seconds. Because the configured percentage figure is set at 100% and cannot be amended, the figure given is the same as the SLA figure would be. Grade of Service 2 (GoS2) Is a more configurable figure allowing flexible stats to be gaithered, for example a requirement may be set to answer 80% of calls within 30 secondsrunning a report allows both the time factor and the percentage to be changed as required. An example calculation is shown below: Example : GoS2 is calculated as (percentage calls ANSWERED within time + ABANDONED calls above the Abandoned Call Timer / percentage target)*100. So for a test with 3 calls answered at 25,33 and 36 seconds and a target of 80% within 30 seconds the figures are (33.33/80)*100 = 41.67%. If you achieve 80% of your calls i.e your target the GoS2 figure will show 100%. CN13 GoS by Date This allows a date range to be selected, and displays a page for each date with activity in the selected queues. For each date each of the individual queue are shown with their relevant GoS figures. CN14 GoS by Time This report runs stats for a single date. The data is shown as a page per hour for the selected period. Any queue with activity during that period will be shown with the relevant GoS data. Any period that is split into less than an hour will display the whole hour as the period on the report. CN15 GoS by Date and Time This report aggregates hourly periods across the date range. The display will show a page for each hourly period for 24 hours and the figures will aggregate calls from each date within the time bracket to give a single figure per queue per hour for all dates selected. The 3 reports show the same details : Total Calls Answered Calls Total Number of calls entered in Call Connect Total Number of calls answered in Call Connect

56 Abandoned Calls GoS Level 1 Percentage Answered Calls GoS Level 1 Percentage Abandoned Calls GoS Level 2 Percentage Answered Calls GoS Level 2 Percentage Abandoned Calls Total Number of calls abandoned in Call Connect Percentage of Answered calls for within Grade of Service Level 1 Percentage of Abandoned calls for within Grade of Service Level 1 Percentage of Answered calls for within Grade of Service Level 2 Percentage of Abandoned calls for within Grade of Service Level 2 Date: From: Start Date; To: End Date. (CN11 is only a single Date) Time Selection Start and End Times Grade of Service Level 1: No of seconds and Percentage of calls Grade of Service Level 2: No of seconds and Percentage of calls Abandoned Call Timer Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

57 CS16 Call Detail by SLA A simple summary report that shows each call that entered the selected queue and advises whether it passed the selected SLA figure or not. The data also shows the Activity recorded for each call. The selection is made based on the selected queue being the LAST queue that the call was in when it was delivered to an operator. : CS16 Call Detail by SLA Date/Time Event Routed To SLA This field will show the date and time in accordance with the change of events. This field will display the events on the call like Call Alerting, Call Routed, Operator Call Offer, Operator Call Accepted, Call Connected etc. This field will display the Routed To information. For example if a call is routed on a particular event, it will display the queue to which the call is routed. This field will display that if the call has passed SLA or not. It will show the statistics as Failed/Passed. Following is the selection criteria for this report: Date Range: (Date From Date To) Time Period: Start Time and End Time Queue(s)

58 3.3Operator There are eight reports present in Arc Connect Operator folder. These are the Historical Text reports. Data shown in these reports is based on the all the sections of Arc Connect Suite. The available reports are:..co01 Operator Calls by Date..CO02 Operator Calls by Time..CO03 Operator Calls by Queue..CO04 Operator Outbound Calls CLI..CO05 Operator Activity Report..CO06 Operator Activity Summary..CO07 Consolidated Operator Activity Summary..CO08 Operator Unavailability Report

59 CO01 Operator Calls by Date This is a summary report of Incoming and Outbound Calls for Operators in Console Connect, covering a specified date range. Each date within the range is shown on a separate page (multiples pages if many operators are selective and had activity on the date) and a single line of information is provided for each Operator. Totals are given for each reported date. : CO01 Operator Calls by Date Total Calls Console Others Inbound Total talk time Inbound Average talk time Inbound Longest talk time Total Outbound Calls Outbound Total talk time Outbound Average talk time Outbound Longest talk time Total number of inbound calls attended by the Operator. Total number of Console Queue calls attended by the Operator. Includes : Incoming Queue calls Retrieved calls from F5 Calls retrieved from Park initiated by double clicking the Park DN on screen Total number of calls other than the Console attended by the Operator. This would normally be only calls direct to the operator s handset i.e the same DN they use for answering their console calls. Total Talk time for the Inbound QUEUE calls only. Average Talk time for the Inbound QUEUE calls only. Longest Talk time for the Inbound QUEUE calls. Total number of Outbound calls attended by the Operator. Includes normal outbound calls Consult transfer enquiry calls Conference enquiry calls Park calls retrieved by dialling the Park DN ABANDONED calls Total Talk time for the Outbound answered calls. Average Talk time for the Outbound answered calls. Longest Talk time for the Outbound answered calls. Queue(s): is to be selected by the user before running the report. Operator(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

60 CO02 Operator Calls by Time This is a summary report of Incoming and Outbound Calls for Operators in Console Connect by time, covering a single date. A single line of information is provided for each hour with a single page per operator. Totals are given for each operator. : CO02 Operator Calls by Date Total Calls Console Others Inbound Total talk time Inbound Average talk time Inbound Longest talk time Total Outbound Calls Outbound Total talk time Outbound Average talk time Outbound Longest talk time Total number of inbound calls attended by the Operator. Total number of Console Queue calls attended by the Operator. Includes : Incoming Queue calls Retrieved calls from F5 Calls retrieved from Park initiated by double clicking the Park DN on screen Total number of calls other than the Console attended by the Operator. This would normally be only calls direct to the operator s handset i.e the same DN they use for answering their console calls. Total Talk time for the Inbound QUEUE calls only. Average Talk time for the Inbound QUEUE calls only. Longest Talk time for the Inbound QUEUE calls. Total number of Outbound calls made by the Operator. Includes normal outbound calls Consult transfer enquiry calls Conference enquiry calls Park calls retrieved by dialling the Park DN ABANDONED calls Total Talk time for the Outbound answered calls. Average Talk time for the Outbound answered calls. Longest Talk time for the Outbound answered calls. Operator(s): is to be selected by the user before running the report. Time Selection : Start Time and End Time Date Selection: From: Start Date: To: End Date.

61 CO03 Operator Calls by Queue This is a summary report of queued calls handled by operators covering a specified date range. The information allows a simple view of which queues are being handled by which operators on each date. The information is presented by date, with each date showing a line of information per operator. : CO03 Operator Calls by Queue Operator Login Name Queue Name No Total Talk Time Average Answered Talk Longest Talk Time Logged in operator's name. The Queue assigned to that selected operator. Total number of Queue Calls answered within that queue. The total talk time by an operator for inbound calls from that queue. Average Talk time for Answered Call from that queue. Longest Talk time for Answered Call in Console Connect from that queue Operator(s): is to be selected by the user before running the report. Queue(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

62 CO04 Operator Outbound Calls CLI This is a summary report of Operator(s) Outbound calls during login session, covering a specified date. The report lists each relevant operator in turn with each of their calls shown separately. The outcomes of each call are also shown. : CO04 Operator Outbound Calls CLI Start Time Start time of the outbound call. End Time End time of the outbound call. Talk Time Talk time of an operator CLI Caller's Line Identification for the incoming external call. DDI Direct Dial Inbound: The number the caller of the abandoned call dialled. Call Status Status of the outbound call :. Abandoned (Will include any calls completed during the ringing out phase of a consult transfer) Completed Transferred (The consultation segment of a consult transfer) Operator(s): is to be selected by the user before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

63 CO05 Operator Activity Report This is a summary report of events occurring during an Operator(s) day. The report shows all events in chronological order allow specific activities to be targeted. Where multiple operators are selected they are shown consecutively in alphabetical order. : CO05 Operator Activity Report Time Event Alerting Time Connected Time CLI Call Type The Time when an event has occurred related to the operator. When the time is related to a call it is the END time of the call that is shown. Event that has occurred. See table below for more details. A counter that will continue to display the time with the call, as it increases. The time the operator was connected with the call. Caller's Line Identification for the incoming external call. Inbound or Outbound Summary of Event information in this report: Event User Logon User logoff User Ready User Not Ready User Completion Transfer Completion Abandon Completion When the operator logged on. When the operator logged off The user is ready to answer calls, possible when making themselves available again The operator makes themselves unavailable (F10). Queue unavailable or CTRL+F10 does NOT get recorded. Refers to completing an inbound queue call, an inbound DDI call (direct to handset) or an outbound call. This will be recorded for Consultation transfers only. A Blind transfer will not be seen. Refers to an abandoned outbound call, including unanswered enquiry calls. Operator(s): is to be selected by the user before running the report. Operator Activity: type to be selected by the user before running the report. Choices (Events) are; All Information (All events as per the table above), Login Logout (User Logon and Logoff) only and Call Information (Completion events only). Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

64 CO06 Operator Activity Summary This is a summary report of Operator(s) Activities during login session, covering a specified date range. A single line of information is provided for each Operator. Totals are given for each reported Operator. If an operator remains logged on for a period of days, they will show call activity, plus Unavailability data but will show no Login or Availability time for a day without them logging off. The whole login period will be shown against the date that the operator logged in. : CO06 Operator Activity Summary Agents Total Inbound Calls Availability Inbound Calls Unavailability Total Login Time Average Talk Time Average Wrap up Time No of outbound calls Total Talk Time Outbound Average Talk Time Outbound Longest Talk Time Outbound Name of the Operator selected for the report. Total Inbound calls attended by the Operator. Includes both Queue and DDI calls Total Available Time for the Operator while in Login Session. Total Unavailable Time for the Operator while in Login Session. Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time. Average Talk Time for the Operator for all inbound calls while in Login Session. Not applicable to Console Reports Total number of outbound calls made for the Operator using his/her extension while in Login session NOT including ABANDONED calls. Total Talk Time spent on outbound calls for the Operator while in Login Session. Average Talk Time for outbound calls for the Operator while in Login Session. Longest Talk Time for outbound calls for the Operator while in Login Session. Operator(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

65 CO07 Consolidated Operator Activity Summary This is a summary report of Operator(s) Call Activities during login session, covering a specified date range. This report shows the details for Inbound and outbound calls. A single line of information is provided for each Operator. Totals are given for each Operator/report. This report is not functioning as it should. There should be a single line of data per operator consolidating ALL their individual activity data across the period. Instead we have a report that has a page for each date (effectively the same as C006) and Availability, Unavailability and Logon periods that are inaccurate. The report is currently not taking the start and end dates into account, therefore every day of activity show the same times, which are calculated from the whole DB without date restrictions. : CO07 Consolidated Operator Activity Summary Agents No of Calls Total Availability (Inbound Calls) Unavailability (Inbound Calls) Total Login Time Average Talk Time Longest Talk Time Average Wrap up Time No of outbound calls Total Talk Time Outbound Average Talk Time Outbound Longest Talk Time Outbound Name of the Operator selected for the report. Total Inbound calls attended by the Operator including both Queue and DDI calls Total Available Time for the Operator while in Login Session. Total Unavailable (F10) Time for the Operator while in Login Session. Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time. Average Talk Time for the Operator for all incoming calls. Longest Talk Time for the Operator for all incoming calls. Not Applicable to Console Operators Total number of outbound calls made for the Operator using his/her extension while in Login session NOT including ABANDONED calls. Total Talk Time spent on outbound calls for the Operator while in Login Session. Average Talk Time for outbound calls for the Operator while in Login Session. Longest Talk Time for outbound calls for the Operator while in Login Session. Operator(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

66 CO08 Operator Unavailability Report This is a summary report showing the breaks and login sessions taken by the Operator(s). This report can be for a date range as selected by the user. Totals are given for each Operator/Date/report. It is possible to see some large amount, especially on the Total Time Logged in. This is because a Duration value logged against the login time is only recorded when the session ends i.e when the operator logs out. If they stay logged in for a period covering multiple days without logging out then the time is recorded against the date they logged in, but the time period will be shown for the whole period. The report will show a Break reason of User Not Ready default This is a break reason that is logged by in the database when the operator uses the F10 key to temporarily make themselves unavailable. The other reason shown is User Not Ready Logged out with a duration of 0 seconds. This is a code recorded as part of the logout process and is not a user defined break. : CO08 Operator Unavailability Report Agent Logged in Time Break Type Time Spent On Break Logged Out Time Total Time Logged In Name of the Operators selected for the report. This is the actual time at which Operator was logged in the system Operators can go for a Break. To do this they have to press F10. Please note that going Queue Unavailable (CTRL+F10) does not get recorded as a break. The length of each break period taken This is the actual time at which Operator logged out from Arc system. This is the total time for which the Operator remained logged in the Arc System. This is calculated as Total Time Logged In = Total Available Time + Total Unavailable time Operator(s) is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

67 Section 4: Call Connect A wide range of historical text reports is also available in Call Connect section. These reports cover all areas of Call Connect, and are defined in the following folders: Overview Queue Agent 4.1 Overview There are fourteen reports present in Call Connect Overview folder. These reports allow selections of Queues to be made for incorporation into the data, with all reports showing aggregated information for all selected queues. If data is needed for individual queues then these same reports can be run under the Call Connect Queues section of the Supervisor Reporting. These are the Historical Text reports. The available reports are:..cc01 Incoming Calls By Date..CC02 Incoming Calls By Time..CC03 Incoming Calls by Date and Time..CC04 Abandoned Calls CLI Report..CC05 Abandoned Calls Overview By Date..CC06 Abandoned Calls Overview By Time..CC07 Service Level By Date..CC08 Service Level By Time..CC09 Service Level By Date and Time..CC10 GOS By Date..CC11 GOS by Time..CC12 GOS By Date and Time..CC13 Call Routing By Date..CC14 Call Routing By Time CC01 Incoming Calls By Date This is a summary report of Incoming Call Data, covering a specified date range for the selected queues. A single line of information is provided for each 24 hour period. : CN01 Incoming Calls By Date Total Calls Answered Calls Abandoned Calls Total number of call entering the selected Call Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect.

68 Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect. Night Service / Breakhours Total number of calls overflowed due to Night Service or Calls Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

69 CC02 Incoming Calls By Time This is a summary report of Incoming Call Data, covering a specified time for the selected queue(s). A single line of information is provided for each hour. The report can only be run for a single selected date. This report currently does not show a Break Hours column. If the Break Hours calls are to another Arc queue then they are shown in the relevant Answered or Abandoned columns depending on the outcome of the call. If they were redirected to a device outside of Arc then they are not shown in this report. : CC02 Incoming Calls By Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entering the selected Console Connect queues during the Date range selected for the Report. PLEASE NOTE only Break Hours calls redirected within Arc will be counted in this report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

70 CC03 Incoming Calls by Date and Time An overview summary report for the incoming calls in the Queues, for a specific date and time. The report shows a page for each hourly period of the day where activity has occurred, and a single line of information is provided for a particular each active date against that hourly period. This report does not show the Break Hours column but the figures are included as follows: Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CC03 Incoming Calls by Date and Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

71 CC04 Abandoned External Calls CLI Report This is a report that gives details of all abandoned External calls, for a specific date. Totals are given per Queue. Only calls with a valid CLI are included. The Abandoned Call Timer allows calls that were abandoned in less than or equal to the time set to be excluded from the report. : CC04 Abandoned Calls CLI Report Time Queue CLI DDI Ring Duration The Time when the call first rang in the Arc system. The arrival Queue for the incoming call. Caller's Line Identification for the incoming external call. Direct Dial Inbound. The number the caller of the abandoned call dialled. The Total Time duration for which the call rang. Queue(s): is selectable before running the report. Date: For: Date of the Report. Time: From: Start Time; To: End Time. Abandoned Call Timer

72 CC05 Abandoned Calls Overview By Date This report is similar to report CC01, however the Answer Time Profile stats are replaced by similar figures for the Abandoned calls. An overview summary report for the calls in the Queues, for a specific date. A single line of information is provided for each date. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CC05 Abandoned Calls Overview By Date Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entering the selected queues during the Date range selected for the Report. Total number of calls answered. Total number of calls abandoned Total number of calls overflowed to a device or External number out of the Arc syste.. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Time Average Wait time for Abandoned queues calls. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the seven stats maintained for all the abandoned calls...10: % Calls abandoned in 10 seconds or less...20: % Calls abandoned between 11 to 20 seconds...30: % Calls abandoned between 21 to 30 seconds...40: % Calls abandoned between 31 to 40 seconds...50: % Calls abandoned between 41 to 50 seconds...60: % Calls abandoned between 51 to 60 seconds...1 minute+: % Calls abandoned after61 seconds or more. Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has made before abandoning the call. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Abandoned Call Timer

73 CC06 Abandoned Calls Overview By Time An overview summary report for the calls in the Queues, for a specific date and time. A single line of information is provided for each hour within the specified date. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CC06 Abandoned Calls Overview By Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entering the selected queues during the Date range selected for the Report. Total number of calls answered. Total number of calls abandoned Total number of calls overflowed to a device or External number out of the Arc syste.. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Time Average Wait time for Abandoned queues calls. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the seven stats maintained for all the abandoned calls...10: % Calls abandoned in 10 seconds or less...20: % Calls abandoned between 11 to 20 seconds...30: % Calls abandoned between 21 to 30 seconds...40: % Calls abandoned between 31 to 40 seconds...50: % Calls abandoned between 41 to 50 seconds...60: % Calls abandoned between 51 to 60 seconds...1 minute+: % Calls abandoned after61 seconds or more. Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has made before abandoning the call. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report. Time: From: Start Time; To: End Time. Abandoned Call Timer

74 CC07 CC09 Service Level Reports These reports show details for calls that fall within a configured in Service Level Agreement time. The time must be set before running the report. This report will arrange the call data based on that parameter. SLA A simple percentage of calls answered within specified amount of time. For example 90% of calls answered within 10 seconds is a common target set. These reports will give count all answered and abandoned calls within the selected queue(s). By default all abandoned calls will be included, and every call that s abandoned will count AGAINST the SLA figure, however the Abandoned Call Timer will allow for call abandoned within a certain time to be discounted from the calculations. CC07 SLA by Date This allows a date range to be selected, and for the selected queues presents a single line of data per date. CC08 SLA by Time This report runs stats for a single date. The data is shown as a line per hour for the selected period. Any period that is split into less than an hour will display the whole hour as the period on the report. CC09 SLA by Date and Time This report aggregates hourly periods across the date range. The display will show the hourly periods for 24 hours but the figures will aggregate call from each date within the time bracket. : CC07 09 Service Level By Date Total Calls Answered Calls Abandoned Calls SLA No of Calls SLA Average Answer Time SLA Answer calls Parentage Total number of calls entering the selected queues Total number of calls answered in the selected queues Total number of calls abandoned in the selected queues Total number of answered calls falling within Service Level Agreement Time Average Answer Time for the calls falling within Service Level Agreement Time Percentage of calls falling within Service Level Agreement Time Date: For: Date of the Report. Agreed Answer Time: No of seconds. Abandoned Call Timer Any calls abandoned in less than or equal to the time set will be discounted from the calculations. Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue

75 calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

76 CC10 CC12 Grade of Service Reports These 3 reports all present data regarding Grade of Service calculations, based on input entered prior to running each report. The figures are calculated against ANSWERED and ABANDONED calls. To get a true indication of performance, it is possible to remove calls that were abandoned below a time threshold using the Abandoned Call Timer. Set this at the time you want to ignore these calls, and this is based on a less than or equal to value i.e if you want to ignore call that were abandoned in LESS than 10 seconds, set the Timer to 9 seconds. When running a report the time factors can be changed but not the 100% figure for Grade of service 1. The percentage for GoS 2 can be changed as desired. In reality this gives an absolute figure for calls answered within x seconds i.e it is based on the time the call has been queuing in the Arc system. There is no selection allowed for the Arrival or Delivery queue in these reports, and they are run against the Delivery Queue only. Grade Of Service 1 (GoS1) This is based on a 100% figure (non configurable) answered within a certain number of seconds. Because the configured percentage figure is set at 100% and cannot be amended, the figure given is the same as the SLA figure would be. Grade of Service 2 (GoS2) Is a more configurable figure allowing flexible stats to be gaithered, for example a requirement may be set to answer 80% of calls within 30 secondsrunning a report allows both the time factor and the percentage to be changed as required. An example calculation is shown below: Example : GoS2 is calculated as (percentage calls ANSWERED within time + ABANDONED calls above the Abandoned Call Timer / percentage target)*100. So for a test with 3 calls answered at 25,33 and 36 seconds and a target of 80% within 30 seconds the figures are (33.33/80)*100 = 41.67%. If you achieve 80% of your calls i.e your target the GoS2 figure will show 100%. CC10 GoS by Date This allows a date range to be selected, and for the selected queues presents a single line of data per date. CC11 GoS by Time This report runs stats for a single date. The data is shown as a line per hour for the selected period. Any period that is split into less than an hour will display the whole hour as the period on the report. CC12 GoS by Date and Time This report aggregates hourly periods across the date range. The display will show the hourly periods for 24 hours but the figures will aggregate call from each date within the time bracket. The 3 reports show the same details : Total Calls Answered Calls Abandoned Calls GoS Level 1 Percentage Answered Calls Total Number of calls entered in Call Connect Total Number of calls answered in Call Connect Total Number of calls abandoned in Call Connect Percentage of Answered calls for within Grade of Service Level 1

77 GoS Level 1 Percentage Abandoned Calls GoS Level 2 Percentage Answered Calls GoS Level 2 Percentage Abandoned Calls Percentage of Abandoned calls for within Grade of Service Level 1 Percentage of Answered calls for within Grade of Service Level 2 Percentage of Abandoned calls for within Grade of Service Level 2 Date: From: Start Date; To: End Date. (CN11 is only a single Date) Time Selection Start and End Times Grade of Service Level 1: No of seconds and Percentage of calls Grade of Service Level 2: No of seconds and Percentage of calls Abandoned Call Timer Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

78 CC13 Call Routing By Date This is a summary report for each Call Filter used for routing calls into Call Connect queues, covering a specified date range selected by the user. The information provided covers the Routing Tag and Reference assigned to the filter. The report will include Voice Session filters if the calls were routed this way. The report is structured so that each Call Filter is on a different line. The Break Hours column shows a figure for the number of calls that arrived out of hours. If a call has had a break hours redirection then it will also be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : CC13 Call Routing by Date Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Queue(s) Arrival or Delivery Queue Date Selection: From: Start Date, To: End Date. Time Selection : Start Time and End Time (Not effective) Abandoned Calls Timer

79 CC14 Call Routing By Time This is a summary report for each Call Filter used for routing calls into Call Connect Queues, for a specific time range on a single selected date. The information provided covers the Routing Tag and Reference assigned to the filter. This report uses the same methodology as report CC13, and has the same way of calculating the statistics. It also shows individual hourly periods. This report should allow a selection of queues and also Arrival/Delivery queues as per CC13. This has been fixed under a recent Touchpaper call and will be in the v5.1.1 report suite. The report currently runs for ALL Call Connect queues, and is based on ARRIVAL queue only. : CC14 Call Routing by Time Call Filter Number of the Filter applied to the Group of Calls. Routing Tag Routing Tag with the applied filter. Reference for Filter This is the name of the Queue on which the filter is applied. Total Calls Total number of call entered in Arc System for the Date range selected. Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite. Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite. Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite. % Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100 % Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100 Date: For: Date of the Report. Time : Start and End Time Abandoned Calls Timer

80 4.2 Queue Reports There are twenty reports present in Console Connect Queue folder. These are the Historical Text reports. Data shown in these reports is based on the Queues configured in Console Connect module. The available reports are:..qr01 Incoming Calls By Queue..QR02 Incoming Calls By Queue/Time..QR03 Queue Activity By Time..QR04 Overflowed Calls By Date..QR05 Overflowed Calls By Time..QR06 Abandoned Calls by Queue/Date..QR07 Abandoned Calls by Queue/Time..QR08 Call Completion By date..qr09 Call Completion by Time..QR10 Service Level by Queue/Date..QR11 Service Level by Queue/Time..QR12 Service Level by Date and Time..QR13 GoS by Queue/Date..QR14 GoS by Queue/Time..QR15 GoS by Date and Time..QR16 Call Detail by SLA..QR17 Answer Calls By Skill Level QR18 Incoming Calls by Queue Skill QR19 Incoming Calls by Queue Skill/Time QR20 Extended Duration Calls

81 QR01 Incoming Calls By Queue This is a summary report of Incoming Call Data, covering a specified date range for selected queues. The report is ordered by date with each page showing a single date broken down with a single line of date per queue within the selection. Only queues with some form of call activity on the relevant date will be shown. : QR01 Incoming Calls By Queue Total Calls Total number of call entering the selected Call Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned Overflowed Calls Total number of calls overflowed to a device or External number out of the Arc system. Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered calls. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered queue calls. Average Abandoned Wait Average Wait time for Abandoned Call for queue calls. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Longest Abandoned Wait The longest period of time a call was waiting to be answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date.

82 Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

83 QR02 Incoming Calls By Queue/Time This report breaks down data for the selected queues for a single date, and displays the data in for an hourly band on each page. The Queues are displayed on every page where they have some activity during the time period. : QR02 Incoming Calls By Queue/Time Total Calls Total number of call entering the selected Call Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call. Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned Overflowed Calls Total number of calls overflowed to a device or External number out of the Arc system. Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed % Break Hours The percentage of calls that were overflowed due to Break Hours Average Answered Wait Average Wait time for Answered calls. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered queue calls. Average Abandoned Wait Average Wait time for Abandoned Call for queue calls. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Longest Abandoned Wait The longest period of time a call was waiting to be answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report. Date: For: Date of the Report.

84 Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

85 QR03 Queue Activity By Time This is a summary report of Incoming Call activities for the selected queues, covering a specified date. A single line of information is provided for each Call, and the report is ordered by the Start Time of each call. : QR03 Queue Activity By Time Queue Start Time End Time Talk Time CLI DDI Destination Outcome The name of the Queue for which the report is generated. The time that the call entered the Call Queue The time that the call ended. The total time the caller was connected. Caller's Line Identification for the incoming external call in the Queue. Direct Dial Inbound. The number the caller dialled. The name of the destination in the Queue to which the call was directed. This could be an agent Login Name, device number if overflowed. The final outcome of the call when in the selected queue. Options for this are: Answered Abandoned Overflowed (including the Reason) Break Hours Queue(s) is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time. Abandoned Calls Timer

86 QR04 Overflowed Calls By Date The report currently runs against Arrival or Delivery Queues by default. Calls are either answered within this queue or can be overflowed to another destination, based on a variety of criteria, for example Out of Hours, No Agents, Maximum Wait Time etc. A list of queues can be selected for reporting on from all the queues. Currently if a call is routed into the queue for a Break Hours reason the call is counted against the Total Overflow In column but it NOT shown in the Break Hours In column. This report also departs from the main premise of overflowed calls by including all relevant calls where overflowed including calls overflowed with the Arc system. : QR04 Overflowed Calls By Date Queue Total Queue Calls Total Overflow In Overflow In Night Service In Emergency In Emergency Out Overflow out Time Limit Overflow out Queue Limit Overflow out No Agents Overflow out Destination Time Limit Overflow out Destination Queue Limit Overflow out Destination No Agents Night Service Out Night Service Out Destination The name of the Queue for which the report is generated. The total number of incoming calls in a Queue. The total number of calls overflowed in a respective Queue. This is a sum of the Overflow In and Breaks Hours In calls. The number of calls overflowed in the selected Queue from other call Queues during business hours. This figure includes calls that are transferred in from Voice Sessions and from an Emergency overflow in. The number of calls overflowed in the Queue during the break hours. Not currently reporting any activity but figures is included in Total Overflow In The number of calls routed into the selected queue from other queues in Emergency The number of calls overflowed out when the selected queue is in Emergency mode. The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit. The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls. The number of calls that overflowed to other destination due to no Agents being logged into the queueu. The destination to which the calls were overflowed during the Time limit. The destination to which the calls were overflowed during the Queue limit. The destination to which the calls were overflowed when there were no Agents available in the default Queue. The number of calls that were overflowed out during the break hours to other selected Queue(s). The destination to which the calls are overflowed out

87 during the break hours. % In The calculated percentage of the Overflowed In calls. % Out The calculated percentage of the Overflowed Out calls. Queue(s) is selectable before running the report. Date Selection: From: Start Date: To: End Date. Time : Start and End Timer

88 QR05 Overflowed Calls By Time This report allows a drill down for a single date of data within the QR04 report. The caveats for this report are the same as for QR04. : QR05 Overflowed Calls By Time Queue The name of the Queue for which the report is generated. Total Queue Calls The total number of incoming calls in a Queue. Total Overflow In The total number of calls overflowed in a respective Queue. Overflow In The number of calls overflowed in the selected Queue from other call Queues during business hours.this figure includes calls that are transferred in from Voice Sessions Night Service In The number of calls overflowed in the Queue during the break hours. Overflow out Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit. Overflow out Queue Limit The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls. Overflow out No Agents The number of calls that overflowed to other destination due to no Agents being logged into the queueu. Total A sum of the overflowed out calls (except the Emergency overflows) Night Service Out The number of calls that were overflowed out during the break hours to other selected Queue(s). Night Service Out Destination The destination to which the calls are overflowed out during the break hours. % In The calculated percentage of the Overflowed In calls. % Out The calculated percentage of the Overflowed Out calls. Queue(s) is selectable before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

89 QR06 Abandoned Calls by Queue/Date This is a summary report of Incoming Call Data, covering a specified date range for selected queues. The report is ordered by date with each page showing a single date broken down with a single line of data per queue within the selection. Only queues with some form of call activity on the relevant date will be shown. The figure for each queue in the 10 seconds profile is not showing any data except 0%. Other percentage figures, and the totals are correct. Additionally the total for the date under the 30 column is incorrect. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : QR06 Abandoned Calls By Queue/Date Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Call Connect. During the Date range selected for the Report. Total number of calls answered Total number of calls abandoned. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Wait Average Wait time for Abandoned queue calls. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait...10: % Calls abandoned in less than 10 seconds...20: % Calls abandoned between 10 to 19 seconds...30: % Calls abandoned between 20 to 29 seconds...40: % Calls abandoned between 30 to 39 seconds...50: % Calls abandoned between 40 to 49 seconds. 60: % Calls abandoned between 50 to 59 seconds. 1min+: % Calls abandoned after 60 seconds or more. Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report.

90 Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

91 QR07 Abandoned Calls by Queue/Time This is a summary report of the abandoned calls by Queue/Time. Each page of the report contains an hourly period during the selected date, and all queues with activity during that hour are displayed. If any column within the Abandoned time profile is 100% then the display column will show percent missing off the leading 1. Anything from 99.99% or below will show correctly. This is the same for the Totals line. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : QR07 Abandoned Calls by Queue/Time Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Call Connect during the Date range selected for the Report. Total number of calls answered Total number of calls abandoned Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Abandoned Wait Average Wait time for Abandoned queue calls. This is the average time a caller has waited before the call is Abandoned. Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait...10: % Calls abandoned in less than 10 seconds...20: % Calls abandoned between 10 to 19 seconds...30: % Calls abandoned between 20 to 29 seconds...40: % Calls abandoned between 30 to 39 seconds...50: % Calls abandoned between 40 to 49 seconds. 60: % Calls abandoned between 50 to 59 seconds. 1min+: % Calls abandoned after 60 seconds or more. Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered. Queue(s): is selectable before running the report. Arrival or Delivery Queue: type is selectable before running the report.

92 Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

93 QR08 Call Completion by Date This is a summary report of the completion code reasons given to calls by agents, covering a specified date range. The report shows separate sections per queue with summaries for each section and a total number of completions for all selected queues per day of the date range. : QR08 Completion by Date Queue Completion Group Completion Reason Quantity Total completion for Queue Total completions for date This displays the name of the Queue for which the report is generated This displays the completion group for the call This displays the reason given by the agent for the completion of the call No completion specified will be displayed if a code is required by no reason was selected before the Completion Time expired. The number of completions of that reason in that queue for that agent. This field displays the total call completions for a particular queue, for that agent This field displays the total calls completed for a particular day. Queue (s) is selectable before running the report. Date Selection: From: Start Date: To: End Date. Time: Start and End timers for the report to be run on for each date

94 QR09 Completion by Time This is a summary report of the completion code reasons given to calls by agents, covering a specific date. The report shows separate sections per queue per time bracket with summaries for each section and a total number of completions for all selected agents per day of the date range. : QR09 Completion by Time Queue Time Completion Group Completion Reason Quantity Total completion for Queue Total completions for date This displays the name of the Queue for which the report is generated The hourly period reported on This displays the completion group for the call This displays the reason given by the agent for the completion of the call No completion specified will be displayed if a code is required by no reason was selected before the Completion Time expired. The number of completions of that reason in that queue for that agent. This field displays the total call completions for a particular queue, for that agent This field displays the total calls completed for a particular day. Queue(s) to be reported on Date Selection: From: Start Date Time: Start and End time of the period required.

95 QR10 QR12 Service Level Reports These reports show details for calls that fall within a configured in Service Level Agreement time. The time must be set before running the report. This report will arrange the call data based on that parameter. SLA A simple percentage of calls answered within specified amount of time. For example 90% of calls answered within 10 seconds is a common target set. These reports will give count all answered and abandoned calls within the selected queue(s). By default all abandoned calls will be include, and every call that s abandoned will count AGAINST the SLA figure, however the Abandoned Call Timer will allow for call abandoned within a certain time to be discounted from the calculations. QR10 SLA by Date This allows a date range to be selected, and displays a page for each date with activity in the selected queues. For each date each of the individual queue are shown with their relevant SLA figures. QR11 SLA by Time This report runs stats for a single date. The data is shown as a page per hour for the selected period. Any queue with activity during that period will be shown with the relevant SLA data. Any period that is split into less than an hour will display the whole hour as the period on the report. QR12 SLA by Date and Time This report aggregates hourly periods across the date range. The display will show a page for each hourly period for 24 hours and the figures will aggregate calls from each date within the time bracket to give a single figure per queue per hour for all dates selected. : QR10 QR12 Service Level By Date Total Calls Answered Calls Abandoned Calls SLA No of Calls SLA Average Answer Time SLA Answer calls Parentage Total number of calls entering the selected queues Total number of calls answered in the selected queues Total number of calls abandoned in the selected queues Total number of answered calls falling within Service Level Agreement Time Average Answer Time for the calls falling within Service Level Agreement Time Percentage of calls falling within Service Level Agreement Time Date: For: Date of the Report. Agreed Answer Time: No of seconds. Abandoned Call Timer Any calls abandoned in less than or equal to the time set will be discounted from the calculations. Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report.

96 Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

97 QR13 QR15 Grade of Service Reports These 3 reports all present data regarding Grade of Service calculations, based on input entered prior to running each report. The figures are calculated against ANSWERED and ABANDONED calls. To get a true indication of performance, it is possible to remove calls that were abandoned below a time threshold using the Abandoned Call Timer. Set this at the time you want to ignore these calls, and this is based on a less than or equal to value i.e if you want to ignore call that were abandoned in LESS than 10 seconds, set the Timer to 9 seconds. When running a report the time factors can be changed but not the 100% figure for Grade of service 1. The percentage for GoS 2 can be changed as desired. In reality this gives an absolute figure for calls answered within x seconds i.e it is based on the time the call has been queuing in the Console system. There is no selection allowed for the Arrival or Delivery queue in these reports, and they are run against the Delivery Queue only. Grade Of Service 1 (GoS1) This is based on a 100% figure (non configurable) answered within a certain number of seconds. Because the configured percentage figure is set at 100% and cannot be amended, the figure given is the same as the SLA figure would be. Grade of Service 2 (GoS2) Is a more configurable figure allowing flexible stats to be gaithered, for example a requirement may be set to answer 80% of calls within 30 secondsrunning a report allows both the time factor and the percentage to be changed as required. An example calculation is shown below: Example : GoS2 is calculated as (percentage calls ANSWERED within time + ABANDONED calls above the Abandoned Call Timer / percentage target)*100. So for a test with 3 calls answered at 25,33 and 36 seconds and a target of 80% within 30 seconds the figures are (33.33/80)*100 = 41.67%. If you achieve 80% of your calls i.e your target the GoS2 figure will show 100%. QR13 GoS by Date This allows a date range to be selected, and displays a page for each date with activity in the selected queues. For each date each of the individual queue are shown with their relevant GoS figures. QR14 GoS by Time This report runs stats for a single date. The data is shown as a page per hour for the selected period. Any queue with activity during that period will be shown with the relevant GoS data. Any period that is split into less than an hour will display the whole hour as the period on the report. QR15 GoS by Date and Time This report aggregates hourly periods across the date range. The display will show a page for each hourly period for 24 hours and the figures will aggregate calls from each date within the time bracket to give a single figure per queue per hour for all dates selected. The 3 reports show the same details : Total Calls Total Number of calls entered in Call Connect

98 Answered Calls Abandoned Calls GoS Level 1 Percentage Answered Calls GoS Level 1 Percentage Abandoned Calls GoS Level 2 Percentage Answered Calls GoS Level 2 Percentage Abandoned Calls Total Number of calls answered in Call Connect Total Number of calls abandoned in Call Connect Percentage of Answered calls for within Grade of Service Level 1 Percentage of Abandoned calls for within Grade of Service Level 1 Percentage of Answered calls for within Grade of Service Level 2 Percentage of Abandoned calls for within Grade of Service Level 2 Date: From: Start Date; To: End Date. (CN11 is only a single Date) Time Selection Start and End Times Grade of Service Level 1: No of seconds and Percentage of calls Grade of Service Level 2: No of seconds and Percentage of calls Abandoned Call Timer Include Night Service Calls: Ticking the Check box will include the Queue calls that has been falling in Night service in the report. Include Calls Allotted to the Queue By IVR: Ticking the Check box will include the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

99 QR16 Call Detail by SLA A simple summary report that shows each call that entered the selected queue and advises whether it passed the selected SLA figure or not. The data also shows the Activity recorded for each call. The selection is made based on the selected queue being the LAST queue that the call was in when it was delivered to an agent. : QR16 Call Detail by SLA Date/Time Event Routed To SLA CLI This field will show the date and time in accordance with the change of events. This field will display the events on the call like Call Alerting, Call Routed, Agent Call Offer, Agent Call Accepted, Call Connected etc. This field will display the Routed To information. For example if a call is routed on a particular event, it will display the queue to which the call is routed. This field will display that if the call has passed SLA or not. It will show the statistics as Failed/Passed. The caller s number Following is the selection criteria for this report: Date Range: (Date From Date To) Time Period: Start Time and End Time Queue(s)

100 QR17 Answered Calls by Skill Level This is a summary report of calls that are answered by the skill level. It will show the calls answered according to the skill level (abbreviated to the 5 character identifier) in a queue. The report will break down each queue into skill levels and there is a line of data shown per skill level. The report is shown with a page per date. The skill levels will be displayed in descending order, however the top line will be shown as (U) for Unknown. This relates to overflowed or abandoned calls. This report is currently showing display errors where the Queue Names and Skill Levels are showing blank. Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :. Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call. : QR17 Answered Calls By Skill Level Total Calls Answered Calls Abandoned Calls Overflowed Calls Total number of call entered in Console Connect. During the Date range selected for the Report. Total number of calls answered in the Console Connect. Total number of calls abandoned in the Console Connect. Total number of calls overflowed to a device or External number in the Console Connect. % Answered The percentage of calls that were answered % Abandoned The percentage of calls that were Abandoned % Overflowed The percentage of calls that were Overflowed Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered Average Answered Talk Time Average Talk time for Answered Call in Console Connect. Average Abandoned Wait Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered in less than 10 seconds...20: % Calls answered between 10 to 19 seconds...30: % Calls answered between 20 to 29 seconds...40: % Calls answered between 30 to 39 seconds...40+: % Calls answered after 40 seconds of wait. Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.

101 Longest Abandoned Wait The longest period of time a call was waiting to be answered. Queue (s) is selectable before running the report. Arrival or Delivery Queue type is selectable before running the report. Date Selection: From: Start Date: To: End Date. Time: Start Time and End Time Abandoned Call Timer

102 QR18 Incoming Calls by Queue/Skill Level A summary report for each incoming call on the basis of Queue Skill. A single line of information is provided for each skill level which will be denoted by the 5 digit identifier configured in the admin software. The report shows one page per date within the date range, and will only show the date if there was relevant activity. This report doesn t show the correct details for answered calls across the date range. More investigation needed to understand this. : QR18 Incoming Calls by Queue/Skill Level Total Calls Total number of calls entered in Call Connect. During the Date range selected for the Report. Answered Calls Total number of calls answered for selected Queue(s) Abandoned Calls Total number of calls abandoned for selected Queue(s) Overflowed Calls Total number of calls overflowed to a device or External number for selected Queue(s) in specified time. % Answered Total number of calls answered for selected Queue(s) in specified time/total numbers of calls * 100 % Abandoned Total number of calls Abandoned for selected Queue(s) in specified time /Total numbers of calls * 100 % Overflowed Total number of calls Overflowed for selected Queue(s) in specified time /Total numbers of calls * 100. Average Answered Wait Average Wait time for Answered Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is answered. Average Answered Talk Average Talk time for Answered Call for selected Queue(s) in the specified time. Average Answered Wrap up Average wrap up time availed in the selected Queues(s) after the incoming calls. Average Wait of Abandoned Calls Average Wait time for Abandoned Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered within 10 seconds...20: % Calls answered between 10 to 20 seconds...30: % Calls answered between 20 to 30 seconds...40: % Calls answered between 30 to 40 seconds...40+: % Calls answered after 40 seconds of wait. Longest Abandoned Wait The longest time a caller in the queue waited before abandoning their call. Longest Wait Among all the answered calls in a selected Queue, the longest wait a caller has to bear before the call was answered. Queue(s) is selectable before running the report. Arrival or Delivery Queue type is selectable before running the report.

103 Date Selection: For: Date of the Report Time Selection: From: Start Time; To: End Time. Abandoned Calls: The calls getting abandoned after the given time will not be included in the report.

104 QR19 Incoming Calls by Queue Skill / Time A summary report for each incoming call on the basis of Queue Skill with respect to time. A single line of information is provided for skill level which will be denoted by the 5 digit identifier configured in the admin software. This report doesn t show the correct details for answered calls across the date range. More investigation needed to understand this. : QR19 Incoming Calls by Queue Skill / Time Total Calls Total number of calls entered in Call Connect. During the Date range selected for the Report. Answered Calls Total number of calls answered for selected Queue(s) Abandoned Calls Total number of calls abandoned for selected Queue(s) Overflowed Calls Total number of calls overflowed to a device or External number for selected Queue(s) in specified time. % Answered Total number of calls answered for selected Queue(s) in specified time/total numbers of calls * 100 % Abandoned Total number of calls Abandoned for selected Queue(s) in specified time /Total numbers of calls * 100 % Overflowed Total number of calls Overflowed for selected Queue(s) in specified time /Total numbers of calls * 100. Average Answered Wait Average Wait time for Answered Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is answered. Average Answered Talk Average Talk time for Answered Call for selected Queue(s) in the specified time. Average Answered Wrap up Average wrap up time availed in the selected Queues(s) after the incoming calls. Average Wait of Abandoned Calls Average Wait time for Abandoned Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is Abandoned. Answer Time Profile These are the five stats maintained for all the answered call in term of wait...10: % Calls answered within 10 seconds...20: % Calls answered between 10 to 20 seconds...30: % Calls answered between 20 to 30 seconds...40: % Calls answered between 30 to 40 seconds...40+: % Calls answered after 40 seconds of wait. Longest Abandoned Wait The longest time a caller in the queue waited before abandoning their call. Longest Wait Among all the answered calls in a selected Queue, the longest wait a caller has to bear before the call was answered.

105 Queue(s) is selectable before running the report. Arrival or Delivery Queue type is selectable before running the report. Date Selection: For: Date of the Report Time Selection: From: Start Time; To: End Time. Abandoned Calls: The calls getting abandoned after the given time will not be included in the report.

106 QR20 Extended Duration Calls This is a summary report of inbound calls that exceed a specified Talk Time threshold. A single line of information is provided for each Call. The report can be selected by Queue. The report currently does not function correctly. The queue selection is not correct and results returned seem to cover both ACD and Console queues. The only results are given where both the Arrival Queue and Delivery Queue are the same. : QR20 Extended Duration Calls Start Date Agent Call Start Time Alerting Time Talk Time Arrival Queue Delivery Queue The start date for the call. The Agent associated to the call. The start time for the call. The total time during which the call was on Alert The total time the call was talking for. The name of the arrival Queue to which the call was originated The name of the destination in the Queue to which the call was directed. Queue(s) is selectable before running the report. Arrival or Delivery Queue type is selectable before running the report. Date Selection: For: Date of the Report Exceeding Time: Set in Hours, Minutes and Seconds.

107 4.3Agent Reports There are eight reports present in Arc Connect Agent folder. These are the Historical Text reports. Data shown in these reports is based on the all the sections of Arc Connect Suite. The available reports are:..ar01 Agent Calls by Date..AR02 Agent Calls by Time..AR03 Agent Calls by Queue..AR04 Agent Outbound Calls CLI..AR05 Agent Activity Report..AR06 Agent Activity Summary..AR07 Consolidated Agent Activity Summary..AR08 Agent Unavailability Report AR01 Agent Calls by Date This is a summary report of Incoming and Outbound Calls for Agents in Call Connect, covering a specified date range. Each date within the range is shown on a separate page (multiples pages if many agents are selective and had activity on the date) and a single line of information is provided for each Agent. Totals are given for each reported date. : AR01 Agent Calls by Date Total Calls ACD Others Inbound Total talk time Inbound Average talk time Inbound Longest talk time Wrap Up Time Total Wrap Up Time Average Total Outbound Calls Total number of inbound calls attended by the Agentr. Total number of Queue calls taken by the Agent. Includes : Incoming Queue calls Retrieved calls from F5 Calls retrieved from Park initiated by double clicking the Park DN on screen Total number of calls other than the Queue calls attended by the Agent. This would normally be only calls direct to the agent s handset i.e the same DN they use for answering their queue calls. Total Talk time for the Inbound QUEUE calls only. Average Talk time for the Inbound QUEUE calls only. Longest Talk time for the Inbound QUEUE calls. The total amount of wrap up time used The Average wrap up time used per call. Total number of Outbound calls made by the Agent. Includes normal outbound calls Consult transfer enquiry calls

108 Answered Outbound Calls Abandoned Outbound Calls Outbound Total talk time Outbound Average talk time Outbound Longest talk time Conference enquiry calls ABANDONED calls The number of outbound calls made by the agent including answered consult transfers The number of outbound calls made by the agent that went unanswered including consult transfers abandoned before being answered. Total Talk time for the Outbound answered calls. Average Talk time for the Outbound answered calls. Longest Talk time for the Outbound answered calls. Agent(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

109 AR02 Agent Calls by Time This is a summary report of Incoming and Outbound Calls for Agents in Call Connect, covering a single date. Each agent within the selection is shown on a separate page (multiples pages if many agents are selective and had activity on the date) and a single line of information is provided for each hourly period during which activity occurred. Totals are given for each reported agent. : AR02 Agent Calls by Time Total Calls ACD Others Inbound Total talk time Inbound Average talk time Inbound Longest talk time Wrap Up Time Total Wrap Up Time Average Total Outbound Calls Answered Outbound Calls Abandoned Outbound Calls Outbound Total talk time Outbound Average talk time Outbound Longest talk time Total number of inbound calls attended by the Agent. Total number of Queue calls taken by the Agent. Includes : Incoming Queue calls Retrieved calls from F5 Calls retrieved from Park initiated by double clicking the Park DN on screen Total number of calls other than the Queue calls attended by the Agent. This would normally be only calls direct to the agent s handset i.e the same DN they use for answering their queue calls. Total Talk time for the Inbound QUEUE calls only. Average Talk time for the Inbound QUEUE calls only. Longest Talk time for the Inbound QUEUE calls. The total amount of wrap up time used The Average wrap up time used per call. Total number of Outbound calls made by the Agent. Includes normal outbound calls Consult transfer enquiry calls Conference enquiry calls ABANDONED calls The number of outbound calls made by the agent including answered consult transfers The number of outbound calls made by the agent that went unanswered including consult transfers abandoned before being answered. Total Talk time for the Outbound answered calls. Average Talk time for the Outbound answered calls. Longest Talk time for the Outbound answered calls. Agent(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

110 AR03 Agent Calls by Queue This is a summary report of queued calls handled by Agents covering a specified date range. The information allows a simple view of which queues are being handled by which agents on each date. The information is presented by date, with each date showing a line of information per agent. : AR03 Agent Calls by Queue Agent Login Name Queue Name No Total Talk Time Average Answered Talk Longest Talk Time Wrap up Time Total Wrap Up Time Average Logged in agent's name. The Queue assigned to that selected agent. Total number of Queue Calls answered within that queue. The total talk time by an agent for inbound calls from that queue. Average Talk time for Answered Call from that queue. Longest Talk time for Answered Call in Console Connect from that queue The total amount of wrap up time used The Average wrap up time used per call. Agent(s): is to be selected by the user before running the report. Queue(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

111 AR04 Outbound Dialled Number This is a summary report of Agent(s) Outbound calls during login session, covering a specified date. The report lists each relevant agent in turn with each of their calls shown separately. The outcomes of each call are also shown. : AR04 Outbound Dialled Number Start Time Start time of the outbound call. End Time End time of the outbound call. Talk Time Talk time of the call CLI Caller's Line Identification for the incoming external call. DDI Direct Dial Inbound: The number the agent dialled before abandoning the call. Call Status Status of the outbound call :. Abandoned (Will include any calls completed during the ringing out phase of a consult transfer) Completed Transferred (The consultation segment of a consult transfer) Agent(s): is to be selected by the user before running the report. Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

112 AR05 Agent Activity Report This is a summary report of events occurring during an agent(s) day. The report shows all events in chronological order allow specific activities to be targeted. Where multiple agents are selected they are shown consecutively in alphabetical order. : AR05 Agent Activity Report Time Event Reason Alerting Time Connected Time Wrap up Time CLI Call Type The Time when an event has occurred related to the agent. When the time is related to a call it is the END time of the call that is shown. Event that has occurred. See table below for more details. An explanation in more detail of a particular event. A counter that will continue to display the time with the call, as it increases. The time the agent was connected with the call. The amount of wrap up time used on each specific call Caller's Line Identification for the incoming external call. Inbound or Outbound Summary of Event information in this report: Event User Logon User logoff User Ready User Not Ready User Completion User Call Withdrawn Transfer Completion Abandon Completion When the agent logged on. When the agent logged off The user is ready to answer calls, possible when making themselves available again The agent makes themselves unavailable (F10). Queue unavailable or CTRL+F10 does NOT get recorded. Refers to completing an inbound queue call, an inbound DDI call (direct to handset) or an outbound call. A call that was ringing an agent s handset but was withdrawn for some reason. Reason s are explained in the next table. This will be recorded for Consultation transfers only. A Blind transfer will not be seen. Refers to an abandoned outbound call, including unanswered enquiry calls. The following Reasons may be used in this report : Reason Call Rejected Call Dropped The caller abandoned the call whilst it was

113 Call Rejected No Response User Not Ready Default User Not Ready Reason User Not Ready Logged Out ringing the agent s handset The agent did not answer the call before it was passed onto the next agent. The agent was made unavailable by the system. Usually occurs when a call is not answered and Auto Unavailable is triggered. The agent makes themselves unavailable for the reason shown. This occurs as part of the logging out process. Agent(s): is to be selected by the user before running the report. Activity: type to be selected by the user before running the report. Choices (Events) are; All Information (All events as per the table above), Login Logout (User Logon and Logoff) only and Call Information (Completion events only). Date: For: Date of the Report. Time Selection: From: Start Time; To: End Time.

114 AR06 Agent Summary This is a summary report of Agent(s) Activities during login session, covering a specified date range. A single line of information is provided for each Agent. Totals are given for each reported Agent. : AR06 Agent Summary Agents Total Inbound Calls Availability Inbound Calls Unavailability Total Login Time Average Talk Time Average Wrap up Time No of outbound calls Total Talk Time Outbound Average Talk Time Outbound Longest Talk Time Outbound Name of the Agent selected for the report. Total Inbound calls attended by the Agent. Includes both Queue and DDI calls Total Available Time for the Agent while in Login Session. Total Unavailable Time for the Agent while in Login Session. Total Login Time for the Agent while in Login Session. This time is the total of Available and Unavailable time. Average Talk Time for the Agent for all inbound calls while in Login Session. The average wrap up time used per call Total number of outbound calls made for the Agent using his/her extension while in Login session NOT including ABANDONED calls. Total Talk Time spent on outbound calls for the Agent while in Login Session. Average Talk Time for outbound calls for the Agent while in Login Session. Longest Talk Time for outbound calls for the Agent while in Login Session. Agent(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

115 AR07 Consolidated Agent Activity Summary This is a summary report of Agent(s) Call Activities during login session, covering a specified date range. This report shows the details for Inbound and outbound calls. A single line of information is provided for each Agent. Totals are given for each Agent/report. This report is not functioning as it should. There should be a single line of data per agent consolidating ALL their individual activity data across the period. Instead we have a report that has a page for each date (effectively the same as AR06) and Availability, Unavailability and Logon periods that are inaccurate. : AR07 Consolidated Agent Activity Summary Agents No of Calls Total Availability (Inbound Calls) Unavailability (Inbound Calls) Total Login Time Average Talk Time Longest Talk Time Average Wrap up Time No of outbound calls Total Talk Time Outbound Average Talk Time Outbound Longest Talk Time Outbound Name of the Agent selected for the report. Total Inbound calls attended by the Agent including both Queue and DDI calls Total Available Time for the Agent while in Login Session. Total Unavailable (F10) Time for the Agent while in Login Session. Total Login Time for the Agent while in Login Session. This time is the total of Available and Unavailable time. Average Talk Time for the Agent for all incoming calls. Longest Talk Time for the Agent for all incoming calls. Not Applicable to Console Agents Total number of outbound calls made for the Agent using his/her extension while in Login session NOT including ABANDONED calls. Total Talk Time spent on outbound calls for the Agent while in Login Session. Average Talk Time for outbound calls for the Agent while in Login Session. Longest Talk Time for outbound calls for the Agent while in Login Session. Agent(s): is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

116 AR08 Agent Unavailability Report This is a summary report showing the breaks and login sessions taken by the Agent(s). This report can be for a date range as selected by the user. Totals are given for each Agent/Date/report. It is possible to see some large amount, especially on the Total Time Logged in. This is because a Duration value logged against the login time is only recorded when the session ends i.e when the agent logs out. If they stay logged in for a period covering multiple days without logging out then the time is recorded against the date they logged in, but the time period will be shown for the whole period. The report may show a Break reason of User Not Ready default This is a break reason that is logged by in the database when the agent is made automatically unavailable after not picking up a delivered call, or if there are no Break Reasons configured to select. The other reason shown is User Not Ready Logged out with a duration of 0 seconds. This is a code recorded as part of the logout process and is not a user defined break. : AR08 Agent Unavailability Report Agent Logged in Time Break Type Time Spent On Break Logged Out Time Total Time Logged In Name of the Agents selected for the report. This is the actual time at which Agent was logged in the system Agents can go for a Break. To do this they have to press the Go Unavailable button and select a reason. The length of each break period taken This is the actual time at which Agent logged out from Arc system. This is the total time for which the Agent remained logged in the Arc System. This is calculated as Total Time Logged In = Total Available Time + Total Unavailable time Agent(s) is to be selected by the user before running the report. Date Selection: From: Start Date: To: End Date.

117 AR09 Completion by Date This is a summary report of the completion code reasons given to calls by agents, covering a specified date range. The report shows separate sections per Agent per queue with summaries for each section and a total number of completions for all selected agents per day of the date range. : AR09 Completion by Date Agent Queue Completion Group Completion Reason Quantity Total completion for Queue Total completions for date Name of the Agent selected for the report This displays the name of the Queue for which the report is generated This displays the completion group for the call This displays the reason given by the agent for the completion of the call No completion specified will be displayed if a code is required by no reason was selected before the Completion Time expired. The number of completions of that reason in that queue for that agent. This field displays the total call completions for a particular queue, for that agent This field displays the total calls completed for a particular day. Agent(s) is to be selected by the agent before running the report. Queue(s) to be reported on Date Selection: From: Start Date: To: End Date.

118 AR10 Completion by Time This is a summary report of the completion code reasons given to calls by agents, covering a specific date. The report shows separate sections per Agent per queue per time bracket with summaries for each section and a total number of completions for all selected agents per day of the date range. : AR10 Completion by Time Agent Queue Time Completion Group Completion Reason Quantity Total completion for Queue Total completions for date Name of the Agent selected for the report This displays the name of the Queue for which the report is generated The hourly period reported on This displays the completion group for the call This displays the reason given by the agent for the completion of the call No completion specified will be displayed if a code is required by no reason was selected before the Completion Time expired. The number of completions of that reason in that queue for that agent. This field displays the total call completions for a particular queue, for that agent This field displays the total calls completed for a particular day. Agent(s) is to be selected by the agent before running the report. Queue(s) to be reported on Date Selection: From: Start Date Time: Start and End time of the period required.