IP Office CCC Report Manager - Standard Reports€¦ · CCC Report Manager Standard Reports 40DHB0002UKBE Issue 2 (23/11/2001) Contents CCC Report Manager Page 2 Standard Reports

CCC Report ManagerStandard Reports

40DHB0002UKBE Issue 2 (23/11/2001)

Contents

CCC Report Manager Page 2Standard Reports 40DHB0002UKBE Issue 2 (23/11/2001)

Standard Reports............................................................................................................................... 4Introduction .......................................................................................................................................... 4Reports by Account Codes .................................................................................................................. 5

Account Code Log by Agent Group (Graphical) .........................................................................................................6Account Code Log by Agent Group............................................................................................................................7Account Code Log by DDI (Graphical) .......................................................................................................................8Account Code Log by DDI........................................................................................................................................10Account Code Log by Target....................................................................................................................................11Outgoing Account Code Log (Graphical).................................................................................................................14Outgoing Account Code Log ....................................................................................................................................15

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

Trunk Reports .................................................................................................................................... 39Trunk Group Activity.................................................................................................................................................40Trunk Group Busy ....................................................................................................................................................42Trunk Group Summary.............................................................................................................................................43Trunk Group Call Duration .......................................................................................................................................44Trunk Group Response ............................................................................................................................................46

CLI Reports ........................................................................................................................................ 49CLI Customer Tracking by Call Identifier..................................................................................................................50Customer Tracking by CLI........................................................................................................................................51Lost Call CLI.............................................................................................................................................................52

DDI Reports ....................................................................................................................................... 53DDI Call Duration .....................................................................................................................................................54DDI Distribution by Target ........................................................................................................................................56DDI Distribution ........................................................................................................................................................57DDI Response..........................................................................................................................................................58DDI Routing..............................................................................................................................................................59DDI Summary (all calls)............................................................................................................................................60DDI Summary...........................................................................................................................................................62Incoming DDI Summary ...........................................................................................................................................64

Various Reports ................................................................................................................................. 65VM Call Flow Monitor by Topic.................................................................................................................................66VM Call Flow Monitor by Call Flow Name ................................................................................................................67

Contents

Contents


VM Call Flow Monitor ...............................................................................................................................................68Outgoing Most Called Destination ............................................................................................................................69Incoming Call Duration Summary.............................................................................................................................72Target Member Call Duration ...................................................................................................................................73System Summary.....................................................................................................................................................74Target Graphical Summary ......................................................................................................................................76

Time in Activity................................................................................................................................. 78General Rules................................................................................................................................... 79Glossary............................................................................................................................................ 80

Standard Reports Introduction


Standard ReportsIntroduction

This manual contains a list of the Avaya Standard Reports available withinthe Report Manager program, together with their individual explanation.In this manual the Standard Reports are divided into sections:

"Reports by Account Codes" on page 5."Reports by Agent Activity" on page 17."Trunk Reports" on page 39."CLI Reports" on page 49."DDI Reports" on page 53."Various Reports" on page 65.

Standard Reports Reports by Account Codes


Reports by Account Codes

"Account Code Log by Agent Group (Graphical)" on page 6."Account Code Log by Agent Group" on page 7."Account Code Log by DDI (Graphical)" on page 8."Account Code Log by DDI" on page 10."Account Code Log by Target" on page 11."Account Code Log by Target (Graphical)" on page 12."Outgoing Account Code Log (Graphical)" on page 14."Outgoing Account Code Log" on page 15.



Account Code Log by Agent Group (Graphical)

DescriptionThis report shows details, including graphs, of all account codes utilizedwithin an agent group. It also shows the number of calls within a userspecified range.



Account Code Log by Agent Group

DescriptionThis report shows the Account Codes used by an agent group. The callsare logged against the last agent to be connected on a call.



Account Code Log by DDI (Graphical)

DescriptionThis report shows details, including graphs, a breakdown of externalincoming calls or transfers which were account coded, were not accountcoded and time spent on each account code for external calls or transfersinto a specified DDI number. The call directions include G, I, X. Pleaserefer to call direction code explanations. The user selects the range ofaccount codes to be reported on and the DDI number to be reported on.





Account Code Log by DDI

Description



Account Code Log by Target

Description



Account Code Log by Target (Graphical)

Description





Outgoing Account Code Log (Graphical)

Description



Outgoing Account Code Log

Description



This page has been deliberately left blank.

Standard Reports Reports by Agent Activity


Reports by Agent Activity

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



Agent Activity Report

Description



Agent Activity Trace

DescriptionThe Agent Activity trace tracks the chronological order of the calls andactivities by the specified agent.



Agent Group Busy Status

DescriptionThis report shows the number of times that each of the agents within agroup went Busy. Also shows the reason why they went Busy NA, if theyused a Busy NA reason on the switch.



Transfer Call Tracking Details by Agent

Description



Agent Group Graphical Summary (all calls)

DescriptionThis report summarises the activities of a group of agents and includesinternal received and made calls, internal received and made transfers,incoming answered and outgoing answered calls and transfers.





Agent Group Graphical Summary



DescriptionThis report summarizes the activities of a group of agents. Call summariesare of external calls only (internal calls are included in the Agent GroupGraphical Summary Report (all Calls) version of this report). The userselects the Agent Group to be reported on.



Agent Group Member Call Duration (all calls)

DescriptionThis report provides a breakdown of incoming and outgoing call durations,including internal made and received call durations, relating to a specificagent group. Call directions include G, I, X, H, O, Y, M, V, W, J, K, R. Theuser selects the agent group to be reported on.





Agent Group Member Call Duration

Description





Agent Group Tabular

Description



Agent Group Tabular Summary (all calls)

Description



Agent Group Tabular Summary

Description





Agent Individual

Description



Agent Tabular

Description



Agent Callback Request

Description



Outgoing Most Called Destination by Agent Group

Description



This page has been deliberately left blank

Standard Reports Trunk Reports


Trunk Reports

"Trunk Group Activity" on page 40."Trunk Group Busy" on page 42."Trunk Group Call Duration" on page 44."Trunk Group Response" on page 46."Trunk Group Summary" on page 43.



Trunk Group Activity

Description





Trunk Group Busy

Description



Trunk Group Summary

Description



Trunk Group Call Duration

Description





Trunk Group Response

Description





This page has been deliberately left blank

Standard Reports CLI Reports


CLI Reports

"CLI Customer Tracking by Call Identifier" on page 50."Customer Tracking by CLI" on page 51."Lost Call CLI" on page 52.



CLI Customer Tracking by Call Identifier

Description



Customer Tracking by CLI

Description



Lost Call CLI

Description

Standard Reports DDI Reports


DDI Reports

"DDI Call Duration" on page 54."DDI Distribution by Target" on page 56."DDI Distribution" on page 57."DDI Response" on page 58."DDI Routing" on page 59."DDI Summary (all calls)" on page 60."DDI Summary" on page 62."Incoming DDI Summary" on page 64.



DDI Call Duration

Description





DDI Distribution by Target

Description



DDI Distribution

Description



DDI Response

Description



DDI Routing

DescriptionThis report shows for each specified DDI number, the number of callsanswered by each agent group. The values shown on this report are forexternal calls only. The user is prompted to enter a range of DDINumber(s) to be reported upon.



DDI Summary (all calls)

DescriptionThis report shows details of calls received / unanswered and quantity ofservice metrics for each DDI specified by the user. The values shown inthis report are for external calls and internal calls.





DDI Summary

Description





Incoming DDI Summary

Description

Standard Reports Various Reports


Various Reports

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



VM Call Flow Monitor by Topic

Description



VM Call Flow Monitor by Call Flow Name

Description



VM Call Flow Monitor

Description



Outgoing Most Called Destination

Description



VM Summary

Description





Incoming Call Duration Summary

DescriptionThis report shows a call breakdown analysis for inbound calls to thespecified agent group (i.e. first preference destination)



Target Member Call Duration

DescriptionThis report shows a call duration analysis for inbound calls to a specifiedagent.



System Summary

Description





Target Graphical Summary

Description



Time in Activity


Time in ActivityThe time in activity is the activity of the agent / trunk / agent group / trunk group / subscriberdevice from the time that it entered that activity to the time it exited that activity. In thedatabase, the activity is related to or shown with the agent DN, agent name and HighestNumber Group that that particular DN is a member of. Call activity e.g. Ringing, busy etc.and Agent activity e.g. Logged on, logged off etc.A device cannot be in 2 different Time in Activities at the same time except for 'logged on'.(E.g. An agent could not be on an Outgoing call and Incoming call at the same time).

Field Name: Description: Explanation:G Logged On. Time spent in logged on state for the specified duration of a report. In a

historical report, the agents need to have logged off before the time spent inlogged on state can be calculated.

W Busy wrap up. Time agent spent in Busy WrapUp state. If an agent enters Busy WrapUp whilston a call, the connection status of that call will take precedence over BusyWrapUp until the call has cleared (e.g. if an agent presses the Busy/Wrap Upkey whilst still on a call, Busy Wrap/Up time will not be measured until the callhas been cleared). At which point Busy WrapUp state will be measured. (BusyWrapUp restricts incoming calls to agent - the agent can receive internal calls).

R Ringing. Time in which the reflected agent was being alerted by any call. E.g. the timethe actual agent device was ringing.

O Outgoing. Time agent spent directly connected to a trunk from point of seizure to end of callor transfer away from the reflected agent. If the agent holds the outgoing call,the rules outlined in Holding State shall apply. If the outgoing duration inquestion refers to the initial set-up of a call performed whilst the calling agent iscurrently holding on an earlier call, the rules outlined in Holding State shall apply.

N Busy N/A. Time agent spent in Busy N/A state. (Not available). Restricts all calls to agent,including internal calls.

L Logged Off. Time spent in logged off state during the specified duration of a report.

I Incoming. Time agent spent connected to an incoming call from point of answer exclusiveof holding time as defined in Hold State, until time call was either cleared ortransferred away from the reflected agent.

H Holding. The time an agent spent holding a call whilst not participating in the set-up orconnection of a second call.

F Ready. Time spent in Ready state during the specified duration of a report. Ready isdefined as state where agent is logged on and not presently involved in a call, orin Busy WrapUp or Busy Not Available.

B Busy. Busy state in respect to agents is the time in which the reflected agent has spentin the following states:

1. Time spent between initialising a dial-up sequence and resolution of the ARSpackage

2. Time agent's terminal is inoperable e.g. Time terminal has been disconnectedfrom the

3. Time spent programming the terminal. (E.g. Setting up speed dials on theterminal).

4. Continuously monitoring other device i.e. Listening in to another agent call(conference call).

M Internal Making. Internal made calls excluding transfers.

V InternalReceiving.

Internal received calls excluding transfers.

General Rules


General RulesGeneral Rule for Account Coded Calls

A call which has not been account coded until after it has been transferred,will report as an un-coded call for the original agent / group but will beaccount coded thereafter.

General Rule for Target ReportsThe target is that DN (group or device) to which the switch has chosen topresent the call (currently). The target for the answered calls is the lasttarget. The target will refer to the group or agent, last targeted by theswitch. Agents are only considered a target, it the call has been routed tothem via a personal DDI or after a transfer directly to them via voice mail,using their DN

Technical TipIf you are having problems with values not refreshing, then this is aBusiness Objects issue. The problem is that the list of values file has atsome stage been corrupted. The solution is to delete the list of values filesso that they can be refreshed. The path of the list of values is:

c:\sdx\reporter\userdocs\universe\32C

Delete any files that have a .lov extension and refresh the list of valuesagain.

NoteIf agent names have been entered into the switch with more than 15characters, the reports will only show the first name.

Glossary


GlossaryAbandoned Time Abandoned time relates to lost calls and is the total age of a new incoming call at

the point it was lost.ARS Automatic Route Selection

See manualCall Segment A part of a call for which a pair of devices were connected i.e. inbound call from

ringing to transfer is a segment, from transfer to next transfer is a segment, fromanswer or transfer to end of call (if no further transfers occur) is a segment.

DDI Direct Dial InwardsA number that is associated to an incoming call through it's lifecycle. This numbergets translated to call an agent or a group. This number is presented by the PSTNwhen an incoming call rings: if the facility has been bought by the subscriber

DN Directory NumberThe number that is associated with each agent name

Failed Calls Unanswered Calls. (E.g. Agent dials external number and does not receiveconnect message from the PSTN.)

GOS Grade of ServiceSimilar to PCA. GOS = No. of calls answered within target / total of calls answered+ lost calls. (Always less than or equal to PCA).

HNG Highest Numbered GroupAn agent may be a member of a number of groups. The report will only show theinformation of the agent in the highest numbered group to which the agentbelongs. (HNG is relevant for collective reports).

VM Integrated Voice MailSeparate manual available

Lost Calls 1. Incoming calls that neither connected to voice mail nor agent2. Calls that were answered by VM but cleared before being transferred orreaching an answer flag in VM3. Calls that failed to be answered after transfer by VM (without reaching answerflag).

PCA Percentage Calls Answered.A popular quality metric to show the frequency with which calls are beinganswered within the user selected target answer time. PCA = No. of callsanswered within target / total of calls answered. This is for agroup/agent/trunk/trunk group. (NB:- This calculation does NOT take lost calls intoconsideration)

PBX Private Branch Exchange (switch)PSTN Public Switched Telephone Network

The 'rest of the world'. (Outside the Call environment of the telephone switch).Target Target is the group or device to which the switch has 'decided' to present the call

(not necessarily its first preference). (E.g. The device which was targeted whenthe call was last queued, answered or alerting). Note Calls which are targeted ata group will have the group name as the last queued, answered or alerting, andNOT the individual agent or device. Note 2, Where TARGET is using LOSTCALLS as the context, it is the device that was originally targeted by the switch.Note 3, In systems front ended by the VM where no answer flag is issued and theVM transfers the call. The original target is re-assessed as that device to whichthe call is first transferred.

Tie Line Trunk which only connects to a single other PBX. (E.g. AC15 connection betweentwo switches.)

Total AnswerTime

The time between arrival at switch or point of transfer (whichever is appropriate tothis call segment), and point of answer (or call clear in case of unansweredsegments).

Trunk A connection to either another PBX or the PSTN.

Glossary


This page has been deliberately left blank.


Performance figures and data quoted in this document are typical, andmust be specifically confirmed in writing by Avaya before they become

applicable to any particular order or contract. The company reserves theright to make alterations or amendments to the detailed specifications at its

discretion. The publication of information in this document does not implyfreedom from patent or other protective rights of Avaya, or others.

Intellectual property related to this product (including trademarks) andregistered to Lucent Technologies has been transferred or licensed to

Avaya.This document contains propriety information of Avaya and is not to be

disclosed or used except in accordance with applicable agreements.Any comments or suggestions regarding this document should be sent to

"[email protected]".© Copyright 2001 Avaya ECS Ltd.

All rights reserved.Avaya Global SME Solutions

Sterling Court15 - 21 Mundells

Welwyn Garden CityHertfordshire

AL7 1LZEngland

Tel: +44 (0) 1707 392200Fax: +44 (0) 1707 376933

Email: [email protected]: http://www.avaya.com

Documents

IP Office CCC Report Manager - Standard Reports€¦ · CCC Report Manager Standard Reports 40DHB0002UKBE Issue 2 (23/11/2001) Contents CCC Report Manager Page 2 Standard Reports