Reports. Quick Reference Card. Option Group. Date Settings. Time Options. Agent and Queue Selection. Call Types

Transcription

1 s Quick Reference Card Introduction to s The s module empowers Zeacom Communications Center users to run customized reports about their contact center agents, call handling, and Zeacom CTI Server system setup. These reports allow users to analyze how queues and agents are handling customer contacts. You can also review general system operation and call frequency or duration. Run s and Log In 1. Double-click the s icon on your PC Desktop. 2. Enter your full name into the Login Name field. 3. Enter your PIN number into the PIN field. This is the same PIN used to access other Enghouse Systems applications. The Interface The s interface provides complete information about the current report. Run s Click a report of interest and then run the Wizard or open the dialog. Group Date Settings Set the date range for the report: Absolute Date Specify a start and finish date. Relative Date Select a period relative to today, such as last week or last month. Custom date Use a formula to specify a relative period. For example, from 5 days ago to today. Tip: When you create a Personal to save and run again, you may want to select the relative or custom dates, rather than the absolute dates. Toolbar Icons Click Open to open previously saved QRP reports. Click Save to save a report. See "Saving s" (page 3) for Click Print to print the current report or graph. Use the Wizard to set options for the selected report. Use to select all regular and advanced parameters for the selected report. Time s Agent and Queue Selection Call Types Set a start and end time. The time applies to each day within the dates you set. This limit can be useful for troubleshooting, or to report on a specific shift time. You can select Agents or Queues to include individually. If you have set up Groups (in Administrator), you can include multiple queues or agents within a group and select it with one click. Tip: Right click a group and select Properties to view its members. Choose which types of calls to report on. 1-9 Callback attempts 1-9 to return a call after a callback has been lodged * Callback attempts greater than 9. A Abandoned calls: Queue calls where the caller hung up before being answered C Callbacks: Incoming calls where the caller left their details so they could be called backed. D (Agent Only) Calls that came in directly to the agent s extension, not via the queue H Hangup: Calls that the system hung up on (i.e. the mode action was set to hang up) I (IVR Only) IVR: Interactive Voice Response K Powerdial: Outbound call automatically made by the system for an agent N Networked Queuing bring customers closer UID: Z

2 s Group Call Filtering Detail Level Advanced Filtering s Summary of Parameters O (Agent Only) Outbound calls: Calls that the agent dialed P Picked (up) calls: Calls that were delivered to an agent who did not answer; and a different agent dialling the call pick up code from another phone answered these calls. Q Queue calls: Calls that were delivered by the queue and successfully answered by an agent R Queue calls that have been pulled backed into the queue after they were unanswered at an agent extension T Calls transferred by the system when the mode action was set to transfer U (Agent Only) Unanswered calls: Nonqueued type calls that rang at an agent s phone but were unanswered V Calls transferred by the system to Voic (the mode action is set to transfer) Note: The relevant call types are pre-selected. You can choose to exclude some abandoned calls and short outgoing calls from the report. Select the default value set for the queue (recommended, but only available when reporting on a single queue), or a specific abandon time. You can choose the level of detail for the report and the reporting interval. Each report has a default detail level, which is the recommended level for most purposes. Note: A summary interval is only available for some reports. The Configure Advanced s link allows you to choose to include or exclude time periods for which there is no data recorded (for example periods where no calls occurred). Note: If you plan to export the data to another application, you should include all time periods so the data is consistent. The summary screen provides you with an outline of the report parameters selected throughout the report wizard. Review the summary and click Run to view the contents. Understanding the Output View s are displayed in the pane. Note: If the system has queues or agents operating in s, all times presented are local time according to the time zone assigned to that queue or agent. Tip: To resize or refresh the report, right-click within a report to quickly and select the appropriate option. Graph View For some reports, you can transform statistical reports into easy to understand visual presentations.» Create and run a report and click the Graph tab. Notes: Duration is only available when you are reporting on a single agent or queue. Each period shows as a separate column with time advancing from left to right. To specify how time periods are displayed, and whether reports should be sorted by name or number, select s > s... Graphs are automatically scaled to fit the screen and scaled to fit the printed page. Enghouse Systems 24/04/2014 UID: Z Page 2

3 s Saving s Click File > Save and select the location, file name and file type. You can save the report in the following formats:.qrp saves the fully formatted report exactly as it appears in the s application. You can open this file with s by selecting Open from the File menu..csv saves the report data as text in a file. You can use a CSV file to export the report data to a third party spreadsheet or database program..pdf saves the fully formatted report that is viewable across multiple platforms and operating systems. You can control the information that is returned when you save a report as a CSV file. By default, the export only includes the column headings and detail information. You can choose to include the title and parameters, the sub-total rows, and the total rows. Note: You must set the options before you produce the report. If you change the options, you must re-run the report for the change to take effect. 1. Click > s Select the additional information you want to include with the export, then click OK. Configure Scheduled s You can schedule a Personal to run automatically or run it manually by right-clicking it in the Personal report group and selecting the appropriate option. Create a Personal 1. Right-click the Personal report group and select Add. 2. Set up the report parameters as required. See "Run s" (page 1) for Notes: Take note of the report alias. You will use this value when scheduling the report. A user does not have access to personal reports created by other users. Schedule a 1. Log on to the computer where you want the task to run. This could be the Enghouse Systems CTI Server or a workstation. 2. Log in to s as the same user you used to create Personal s. 3. Click Tools > Scheduler Select File > Add. 5. Select one or more reports you want to schedule and complete the Wizard. Review the following for additional information: Use Date Stamp Select this option if you want each output file to have a unique name. Print to default printer s File type Username and password for the scheduled task Select this option if you want the reports to print after they are created. Select this option to send the reports by when they are created. See "Saving s" (page 3) for The Windows account should be one that is permitted to run scheduled Windows Task on this PC. The job appears in the Scheduled s window (can be accessed by selecting Tools > Scheduler...) and the Windows Scheduled Tasks list. Tips: Personal reports can also be added to the scheduler by right-clicking on Personal and selecting Add to Task Scheduler. To view and edit parameters, double-click any scheduled task in the Scheduled s window. If you need to make major changes, it may be easier to delete the existing schedule job and create a new one. Groups The reports are divided into these main categories: Detailed s Overview information on a short-term basis, i.e., daily. See "Detailed Queuing s" (page 3) for Historical s Information on a long-term basis, i.e., monthly or weekly. See "Historical s" (page 5) for Voic s Voic and mailbox use information. See "Voice Messaging s" (page 5) for Console s Operator calls and Console use information. See "Console s" (page 5) for more information. Fax s Overview information about inbound and outbound Fax usage. See "Fax s" (page 6) for more information. System s Overview information about the Enghouse Systems CTI Server system setup. See "System s" (page 6) for Presence Information on the Presence status and call activity. See "Presence" (page 6) for Personal s Allows you to save commonly used reports with all setup parameters. Detailed Queuing s Detailed s are based on the original data logged for every call and event. They allow a complete view of information. You can limit the reports to show specific information such as a specific type of call or activity by a particular agent. Note: Detailed reports are kept for 3 months by default and can be kept for as long as 12 months. This can be configured in Enghouse Systems 24/04/2014 UID: Z Page 3

4 s Administrator under the File > System > Queuing tab > Keep Detailed Records For Detailed s for Queues Queue Multimedia Queue Performance* Queue Service Level Queue Traffic Analysis* Queue Traffic Comparison Provides statistics for the queues across multiple media types. Shows abandoned, wait time, ring time, call length, call type, answering extension & call totals Monitors each individual call on a particular queue to show the impact it has on the Grade of Service. Provides peak and trough times. Used to forecast staff rostering. Combines Traffic Analysis & Service Level. Agent Availability* Agent Multimedia Agent Performance* Agent Snapshot Agent Summary* Shows all login, logout, break and work times. Show total time of each state and the duration of that state. Provides details of an agent s performance across all media types phone, and web-callback. This report examines the individual performance of Agents daily averages and totals for each Agent, and the details of each call. Provides a summary of agent or group activity over intervals within the report period. Reviews how many queue, direct and outbound calls have been made. Show agent talk time and availability. Queue Transferred Calls* Identifies incoming calls transferred to another destination. The calls are grouped by transfer destination. Agent Breaktime/Worktime Reason s every instance of breaks and worktime for a selected date range by agent. X Seconds* Callback Analysis Queue Wrapup Held Calls Breaks down calls into a table format to display the total amount of calls that are answered in each time block. Provides a detailed analysis of Callback transactions. Provides information on how many wrap up codes have been used for individual queues, which codes they are, and the agent who entered it. Base on incoming calls only are compares calls placed on hold against time spent talking with an agent. Break/Worktime Reason Call Tracking Call Type Analysis Agent Wrapup s every instance of breaks and worktime for a selected date range. Displays the history of each call for the Queues and Agents selected over the period selected. Consultations and transfers related to the call are displayed in the same group. Similar to the Agent Summary report except for the omission of the agent's login and total talk time. s on how many wrap-up codes were recorded by agents. Auto-Attendant ETA Performance Mode Change Shows the number of times that callers chose each key press option for each auto attendant level. If the option includes further setup or caller input, the report shows these details. Determines if estimated time to answer is being met. Documents mode changes for the selected queues over a specified period of time. Note: * indicates the most commonly run reports. Detailed s for Agents Agent Activity Provides a breakdown of each individual agent s activity during the course of a day. This report shows what the agent was doing and for what amount of time. Other Detailed s Wrapup* Departmental Inbound Call Departmental Outbound Call Held Calls In-dial Calls In-dial Traffic Analysis In-dial Performance Lists every call and call subtotals, with wrapup code information, hourly, daily and for a specified period. This report measures the inbound traffic on department extensions and queues. This report measures the outbound traffic on department extensions. Provides statistics for held calls, showing the breakdown of a call with talk, hold and wait time. Shows an hourly summary of call origin on each In-dial number. Provides an overview of In-dial call activity by queue. Measures the traffic on each In-dial number. Enghouse Systems 24/04/2014 UID: Z Page 4

5 s Historical s Historical reports are compiled from summarized data, the history of queue activity. They allow users to overview data for an archived period. For queues, this data is summarized (archived) into 15- minute intervals at midnight each day by the Enghouse Systems DBCleanup application. For agents, this data is summarized daily. Notes: Historical s can only be run for a data that has been summarizes by DBCleanup. All abandoned calls are included in historical reports. The reporting interval is higher, and details are lost, on Historical s as compared to Detailed s. Users can develop Detailed s from interesting Historical events. Historical s for Queues Attendant Mailbox Profile Mailbox Summary Notification Attempts actions over a specified period of time. This report is typically used for company, queue, or departmental mailboxes. Documents the current mailbox configuration for each user and identifies any mailboxes not set up correctly. Allows the users to review the current message status for a mailbox. Provides a historical view of outbound notification statistics. (A Notification is a phone, pager, or message that the system sends when a message is left in a user's mailbox. Notifications are configured by the user.) Queue Historical Queue Historical Average In-dial Historical Callback Queue Historical Historical s for Agents Agent Historical Agent Historical Average Callback Agent Historical Voice Messaging s s queue calls, call waiting and call abandoned rates for the archived data period. This report is the Queue Traffic Analysis but with archived data. Analyses Queue performance for specific in-dial numbers over the archived period. Reviews queue based callbacks for the archived period. s agent calls and time at work for a period longer than a week This averages and summarizes all information that is provided by Agent Historical to establish trends. Reviews agent based callback data for the archived data period. Voice Messaging s use records from your system's voic configuration and voic usage activity. The Voice Messaging s allow you to view the voic setup and use of your users' mailboxes. Voice Messaging s are designed to be run daily or weekly. The recommended run frequency is included with each report. s for Mailboxes Voic Usage Console s Reviews voic use and the history for all mailboxes and provides a summary of voic traffic. Console s use records about operator queues that are stored for a limited length of time. This detail enables you to report on individual operator and Console use statistics daily. Certain Console reports are designed to be run daily. Others, such as the Operator Summary report, can be run on a weekly or monthly basis. The recommended run frequency is included with each report. s for Console (Operator) Queues Console Performance Console Service Level Console Traffic Analysis* Console Transferred Calls* Console X Seconds* Operator Call Type Analysis Provides data used to evaluate the performance of the Operator on a call volume basis. Provides a period snapshot of the Service Level on a per Operator basis. It also reviews trends in service levels based on time of day. Provides a snapshot of the Operator s call activity. Identifies incoming calls transferred to another destination by a Console Operator. The calls are grouped by transfer destination. Totals call wait times into time slots. Used to measure unacceptable wait times. Compares daily performance of Operators and identifies contact center traffic for each Operator. Voic Auto- Reviews Voic Auto Attendant Enghouse Systems 24/04/2014 UID: Z Page 5

6 s s for Console Operators Operator Performance *Operator Summary Fax s Examines the individual performance of the Operators. Daily averages and totals for each Operator are identified with the details for each call. Monitors the performance of the Operators in detail based on availability call type and call duration. Fax s show summary and detailed information on Fax delivery and sending. This... Inbound Fax Messaging Inbound Queue Fax Outbound Queue Fax Fax Destination Outbound Fax Messaging System s Allows You to... on faxes that have been received on a per mailbox basis. on faxes that have been received on a per queue basis. on faxes that have been sent on a per queue basis. List fax transmissions sent to selected fax numbers. on faxes that have been sent on a per mailbox basis. The System s allow you to document your current system configuration quickly and easily. Most System s do not require you to enter any parameters. Simply clicking the report name in the group bar runs the report. Agent Voice Port Exception Documents the current Agent Identifies all calls that have experienced a delay in their announcement. Call Tracking System Agent Login Class Customer Query Delivery Pattern Group Line System Break/Worktime Reason Phonebook Progress Query Database Queue Site Notes Wrapup Displays the history of each call for selected Queues and Agents over a defined period. Consultations and transfers related to the call are displayed in the same group. Lists agents that are available to log into each particular class. Documents the current Customer Query configuration and entries. Show any assigned classes associated with each pattern. Document your current Group Documents the current line Describes all available lines: phone lines, lines, and other lines. Provides a full breakdown of the Break and Worktime Reasons set up in the selected company, for all Agent Login Classes. Documents the current Phonebook configuration and entries. Documents the current Progress announcement configuration and entries. Documents the current Query Database Documents the current Queue Displays text that is entered within the information field associated with setup elements throughout the Administrator application. Documents the current Wrapup code Voice Port Usage Audit Trail Auto Attendant Provides a breakdown of how the Announce ports are being used. Shows a record of all announcements that have played the types of calls and actions used. Indicates who has made changes to the system. As this report is complex and has various database flags, it is generally used by support personnel as an administrative support tool for analysing usage. Documents the current Auto Attendant Presence The Presence report allows you to analyze the Presence status and call activity. Note: The correct Security Permissions are required to access both the Presence and Call History report functionality. Presence Call History The Presence report enables you to analyse the Presence status and call activity for each period that a selected profile is active, at either a user or departmental level. The Call History report enables you to analyse the User's Call activity for both inbound and outbound calls. Enghouse Systems 24/04/2014 UID: Z Page 6