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: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com 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