Home

Avaya Business Communications Business Communications Manager - Contact Center User's Manual

1. Note The activities in this report will not add up to the Login time and it is not meant to do this This is because it is possible for an agent to perform activities outside of their Login session The following sequence would demonstrate this 1 Answer a call 2 Logout 3 Disconnect from the call 1 minute later Note This report also does not include Ringing Not Available or All Calls Held time Report Fields A description of each of the fields in the report Login No The instance total for Agent Login sessions Formula N A Login Total Time The total log on time for an Agent Formula Login Total Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Total Time The total Available time for an Agent Formula Available Total Time NN40040 601 Reports Explained 83 Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A Agent State Activity Break Time Total Time The total Break Time for an Agent Formula Break Time Total Time Agent State Activity Not Ready No The instance total for an Agent in the Not Ready state Formula N A Agent State Activity Not Ready Total Time The total Not Ready time for an Agent Formula Not Ready Total Time Agent State Activity Supervisor Monitor No The instance total for a Supervisor in the Supervisor Mo
2. When you speak to the phone agent you can reference an Express Routing Code ERC to route your call more quickly to the appropriate support specialist To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller NN40040 601 11 Introduction 2 Fundamental Concepts This chapter details the concepts fundamental to understanding the background of the reports in the Reporting for Contact Center application Legacy Reports There are four legacy reports to view historical data prior to an upgrade from Reporting for Contact Center 2 4 RCC 2 4 These reports are as follows e Agent Activity by Agent Legacy e Agent Audit by Agent Legacy e Agent Average by Agent Legacy e Agent Profile by Agent Legacy The legacy reports are scaled down versions of the Agent Activity by Agent Agent Average by Agent and the Agent Profile by Agent report to use the data available The basic logic of the legacy reports will remain the same the difference will be in the removal of the following report fields e Not Available e Ringing e All Calls Held You will not be able to directly select the Legacy reports they will be generated automatically Should you try to generate an
3. Formula CC Conf Transactions Answered by Agent Total Time CC Conf Transactions Answered by Agent No Agent Call Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of transactions answered by the agent where the call did not originate through the Contact Center but rather the Agent DN was dialed directly Formula N A Agent Call Activity Non CC Transactions Answered by Agent Average Time The average time an Agent spent on a Non CC Transaction Formula Non CC Transactions Answered by Agent Total Time Non CC Transactions Answered by Agent No Agent Call Activity Non CC Conf Transactions Answered by Agent No The total number of Non CC Conference Transactions answered by an Agent Formula N A Reporting for Contact Center Reports Explained 62 Reports Explained Agent Call Activity Non CC Conf Transactions Answered by Agent Average Time The average time an Agent spent on Non CC Conference Transactions Formula Non CC Conf Transactions Answered by Agent Total Time Non CC Conf Transactions Answered by Agent No Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Average Time The average time an Agent spent on an Outgoing Call Formula Outgoing Calls Total Time Outgoing Calls No NN
4. Gi NORTEL Company Name Report Title Agent Audit by Agent Report Period 03 Jul 2007 00 00 to 03 Jul 2007 23 59 Report Created Data Timestamp No of Agents Selected 10 Jul 2007 10 14 05 Jul 2007 08 45 1 Agents Agent3 Agent Name Time of Day Agent Activity Time SKILL1 1 2007 07 03 Available Time 2007 07 03 10 24 22 Monitor Session Figure 23 Agent Audit by Agent Summary The activity of an Agent broken down into specific entries on each action performed Note This report is intended to provide a highly detailed picture of an Agent s activities and is intended to be used to produce detailed high resolution reports covering small numbers of agents over short periods of time If the report period is long more than an hour or there are many agents included in the report this report could be very long NN40040 601 Reports Explained 51 If the Agent is a multi Skillset Agent all of their activities will be included for all Skillsets into which they are signed for the duration of the report Logic This report is generated for the selected Agents and is grouped by Agent then by skillset Certain activities can overlap but the agent can only be performing one action at a time this means the activity they were performing is put on hold This can occur for example when a call is placed on hold and an outgoing call is made Only the currently active action being performed from this example
5. Reporting for Contact Center Reports Explained BCM Contact Center Document Number NN40040 601 Document Status Standard Document Version 02 01 Date September 2009 N RTEL Copyright 2008 2009 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel Nortel Logo the Globemark and This is the way This is Nortel Design mark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Table of Contents 3 Table of Contents List OF PUQUre Sia icccciseccs cacsuncscacsuasscncsuasscndsuacscnesusisusssenssususssusssunssusaenese 5 List OF Tables ccionn paana aada a aaisa 7 How to Use this Guide scisicssictcssicssiesstctsvessicestcentssseeestsesteentsesteesasenneess 9 IMOGUCTION nsee kurerer EE EE e the shaxeueth onl cecal nay A EEEE REES LENNE 9 How this Guide is OrganiZed ceceeescceeececeeeeeeeneeceeeeeeeaeeeeaaeseeeeeseaeeeeaaeet
6. Treat consecutive delimiters as one Data preview onpany Name eport Title igent Audit by Agent eport Period 0 Jul 2006 00 00 to 20 Jul 2006 11 14 eport Created 2S Nov 2006 16 43 Data Timestamp 02 May 2006 15 37 Cancel lt Back n gt Finish Figure 6 Text Import Wizard Step 2 4 From the Delimiters options select Comma as the delimiter of the raw report data 5 Click Next to display Step 3 of the Text Import Wizard Text Import Wizard Step 3 of 3 This screen lets you select each column and set Column data Format the Data Format General General converts numeric values to numbers date Text values to dates and all remaining values to text Advanced Data preview Cancel lt Back Figure 7 Text Import Wizard Step 3 Reporting for Contact Center Reports Explained 20 Introduction 6 Each column of data can be manipulated by selecting a Column data format option or leaving them as General 7 Click Finish to complete the report data export to Microsoft Excel The imported raw report data in CSV format can be viewed and saved as a Microsoft Excel worksheet See Figure 8 Microsoft Excel view of imported CSV report data EI Microsoft Excel Agent Audit by Agent_Excel Workbook File Edit View Insert Format Tools Data Window Help Adobe PDF Arial 0 BZU S28 9 8 3 T A E Company Name 2 Report Title Agent Audit by Agent 3 Report Period 20 Jul 2006
7. bi Figure 19 Exported report in Adobe PDF NN40040 601 Introduction 27 Print To print the report displayed in the report viewer window perform the following 1 Click the Print icon to open the Print dialog box as shown in Figure 20 Print dialog box Printer Name HP DeskJet 6940 series Status Ready Type HP DeskJet 6940 series Where Deskjet6940series Comment I Print to File Print range Copies All Number of copies 1 C Pages from f pti 3 c Preview OK Cancel Figure 20 Print dialog box 2 This dialog box allows you to select a printer from the list of available printers This is the printer that will generate the report 3 By clicking Properties you can specify settings such as paper options orientation and quality 4 You can choose to print the whole report or a range of pages and you can specify the number of copies to print Click Preview to preview the report before it is printed Click OK to print the report as required Reporting for Contact Center Reports Explained 28 Introduction NN40040 601 29 Reports Explained 3 Overview This chapter describes each report frequently asked questions a description of the fields within the report and the formulas used to derive the values displayed in the fields The chapter also includes examples of call reports For each report the following information is provided Summary Pro
8. 11 45 54 64 81 152 Break Time 35 36 37 40 44 47 52 55 56 59 63 66 73 76 77 80 83 Browser 151 Business Communications Manager 11 33 36 152 C Call Audit 4 6 9 95 101 146 147 148 149 Call Average by Skillset report 4 5 9 12 64 98 103 104 123 Call Breakdown by Agent report 3 5 86 Call Profile report 4 5 9 12 91 94 106 107 113 122 Call Routing 13 32 Call Transactions 65 104 108 123 CallPilot 13 32 110 114 128 134 Chat session 33 Comma Separated View 5 9 15 17 20 Contact Center 13 14 31 32 33 35 36 37 42 46 48 49 56 61 68 71 73 78 79 84 85 87 95 102 104 106 108 109 111 123 124 125 126 137 146 D Direct Call 3 13 30 32 112 113 151 Disconnected Call 32 E Excel 5 9 17 20 23 Export 5 9 15 23 24 25 F Follow me 33 G Graph 91 97 98 107 112 H Help Request by Supervisor report 4 5 136 144 I Incoming Call by Skillset report 4 5 9 12 111 112 Indirect Call 3 13 30 32 111 113 In Progress Calls 3 11 Introduction 3 9 11 L Legacy Reports 3 11 Login 37 38 39 44 45 46 52 55 56 57 58 63 64 65 73 74 75 80 81 82 137 138 M Media type 148 Microsoft 5 9 17 20 MMCC Reserved 35 37 41 56 60 73 77 Monitoring 140 Multimedia Call 3 12 33 35 Reporting for Contact Center Reports Explained 154 N Non Agent 1
9. 76 Reports Explained Agent State Activity Not Available Total Time The total Not Available time for an Agent Formula Not Available Total Time Agent State Activity Ringing No The instance total for an Agent in the Ringing state Formula N A Agent State Activity Ringing Total Time The total Ringing time for an Agent Formula Ringing Total Time Agent State Activity All Calls Held No The instance total for an Agent in the All Calls Held state Formula N A Agent State Activity All Calls Held Total Time The total All Calls Held time for an Agent Formula All Calls Held Total Time Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A NN40040 601 Reports Explained 77 Agent State Activity Break Time Total Time The total Break Time for an Agent Formula Break Time Total Time Agent State Activity Not Ready No The instance total for an Agent in the Not Ready state Formula N A Agent State Activity Not Ready Total Time The total Not Ready time for an Agent Formula Not Ready Total Time Agent State Activity MMCC Reserved No The instance total for an Agent in the MMCC Reserved state Formula N A Agent State Activity MMCC Reserved Total Time The total MMCC Reserved time for an Agent Formula MMCC Reserved Total Time Agent Call Activity CC Transactions Answered by Agent No The total number of Contact Center Tr
10. A call terminated by a Disconnect Call Routing Step or a call that has no more routing steps and has not been routed anywhere for example by a poorly configured routing table Indirect Call Every time a direct call is transferred between Skillsets the call is counted as an Indirect Call Therefore a call to a Contact Center generates a single Direct Call and zero or more Indirect Calls Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN Note A non agent transferring a non Contact Center call to the Control DN of a Skillset will count as a Direct Call because this call has not been handled by either an individual member of another Skillset nor has it been handled by the call routing of another Skillset However an Agent transferring a non Contact Center call to the Control DN of another Skillset will count as an Indirect Call because that call has been transferred by a member of another Skillset NN40040 601 Reports Explained 33 Multimedia Call A call generated and processed through the Nortel Multimedia Contact Center MMCC A button can be placed on a business s website that can be clicked to initiate a multimedia call to a Skillset in the Contact Center The multimedia call may involve a Follow me browser session a Chat session and may include a real time voice call Non CC Conference Transactions Answered by Agent Th
11. Formula MMCC Reserved Total Time Agent Call Activity CC Transactions Answered by Agent No The total number of Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC Transactions Answered by Agent Total Time The total time an Agent spent on CC Transactions Reporting for Contact Center Reports Explained 42 Reports Explained Formula CC Transactions Answered by Agent Total Time Agent Call Activity CC Conf Transactions Answered by Agent No The total number of Contact Center Conference Transactions answered by an Agent Formula N A Agent Call Activity CC Conf Transactions Answered by Agent Total Time The total time an Agent spent on CC Conference Transactions Formula CC Conf Transactions Answered by Agent Total Time Agent Call Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of transactions answered by the agent where the call did not originate through the Contact Center but rather the Agent Directory Number DN was dialed directly Formula N A Agent Call Activity Non CC Transactions Answered by Agent Total Time The total time an Agent spent on Non CC Transactions Formula Non CC Transactions Answered by A
12. Ot Other Page 1 of 1 Note Reports do not include calls in progress Figure 28 Agent Profile by Agent Summary The report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and MMCC Reserved when an agent is reserved by the Contact Center before it makes an out bound call to the caller Agent Call Activities are call states one state is specific to a particular skillset and this is the CC Transactions Answered by Agent field The remaining agent call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Reporting for Contact Center Reports Explained 74 Reports Explained Agent Non CC Conference Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a ca
13. Pegs Number of times a peg was used Formula ACP Average Time Average call time associated with that peg for that Agent Formula Total Time for each peg ACP NN40040 601 Reports Explained 133 Activity Code by Skillset Figure 50 Activity Code by Skillset shows an example Activity Code by Skillset report Report Viewer Windows Internet Explorer DER E http 30 30 30 1 1 ReportServer S5QLEXPRESS Pages ReportYiewer aspx 2fReportBluePrint 2fReport168rs Command Render amp ReportTable rpt cty V Id 4 loft gt pi 100 wl Find Next Selecta format M Expot 6 NORTEL Company Name Danishmend Hotels Report Title Activity Code by Skillset Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 18 04 Data Timestamp 28 Feb 2007 17 39 Skillsets Skillset 1 SKILL2 Activity Code Skillset Activity Code Time Average Time 00 07 13 00 01 12 SKILL2 2 00 04 53 Technical Sup 01 17 33 01 17 33 SKILL2 2 00 00 57 00 00 28 Note Reports do not include calls in progress Page 1 of 1 Figure 50 Activity Code by Skillset Summary The Activity Code by Skillset report displays the usage of grouped Activity Codes known as pegs that are broken down into each Skillset Reporting for Contact Center Reports Explained 134 Reports Explained This report shows the Activity Code that has been entered on calls for each Skillset included in the report For each Skil
14. Total Agent answered Transactions for the selected Skillset and time period Formula AnCTA CC Transactions Answered by Voicemail Total Voicemail Transactions for the selected Skillset and time period Formula AnCTVM Reporting for Contact Center Reports Explained 110 Reports Explained CC Transactions Answered by Operator Total operator Answered Transactions for the selected Skillset and time period Formula AnCTO CC Transactions Answered by Overflow Agent Total Transactions an Agent answered that arrived at the Agent through the action of the overflow rules configured in CallPilot Manager although the Agent is part of another Skillset the call still belongs to the original Skillset Formula AnCTOA CC Transactions Answered by Non Agent Total non Agent someone not logged on answered Transactions for the selected Skillset and time period Formula AnCTNA CC Transactions Handled in Another Skillset Total Transactions handled in another Skillset including those moved to another Skillset through a routing table Formula AnCTAS Service Level Service Level for the time slot within the selected Skillsets and time period Formula Pre AnCS AbC Pre 100 Note AnCTA AnCTVM AnCTO AnCTOA AnCTNA AnCT NN40040 601 Reports Explained 111 Incoming Call by Skillset Figure 40 Incoming Call by Skillset shows an example Incoming Call by Skillset report Report Viewer Windo
15. 00 00 to 20 Jul 2006 11 14 4 Report Created 28 11 2006 16 43 5 Data Timestamp 02 05 2006 15 37 6 7 No of Agents Selected 2 8 Agents Agent1 X Agent ID Agent Name 1 Agent1 Date Time of Day Agent Activity Agent Activity Time SKILL1 1 20 Jul 06 09 40 49 Logout Agent ID Agent Name 2 Agent2 Date Time of Day Agent Activity Agent Activity Time SKILL2 2 20 Jul 06 10 16 27 Incoming Call SS 2 00 00 29 20 Jul 06 10 16 56 Break Time 00 00 29 20 Jul 06 10 17 25 Available Time 00 56 35 4 4 gt mh Agent Audit by Agent_tab delimi Drawy AutoShapesy N a OO A Z 2 L A ETE Ready Figure 8 Microsoft Excel view of imported CSV report data Reports Explained Help Click the Reports Explained Help link to open a new window for the Online Help for that particular report The Online Help provides a summary the logic the report fields and formulas and any FAQs on the report NN40040 601 Introduction 21 Each Reports Explained Help window displays a link in the top right hand corner of the window called Reports Explained Help Index Click this to view the Reports Explained Help Index page see Figure 9 Report Explained Help Index page Nortel Reporting for Contact Center Windows Internet Explorer SEE le http 30 30 30 11 rec help_pages reHelp_index asp a Reports Explained Help Index Fundamental Concepts Report Concepts Report Abbreviations and Terms Agent Activ
16. 01 17 33 Agent2 2 00 00 35 Figure 48 Activity Code by Agent Summary This report displays the usage of Activity Codes known as pegs which are grouped by activity and broken down into each Agent s Activity Code pegging Reporting for Contact Center Reports Explained 128 Reports Explained Agents who have entered each Activity Code are listed together with the average call duration the number of pegs each Agent has entered and the accumulated time of all the calls that were associated with each Activity code per Agent This report can be used to determine which Agents have answered certain calls or performed certain call related activities such as performing a credit search or requesting a catalog dispatch Logic This report displays the Activity Code usage for those agents who entered any of the selected Activity Codes over the period of the report Each line of data is the total Activity Code pegs entered over the period selected in the report Report Fields A description of each of the fields in the report Activity Code Name of the Activity Code as entered in the CallPilot Manager Formula N A Agent Agent that entered the Activity Code Formula N A Activity Code Time The portion of the call when pegging was selected Time is allocated to a peg proportionally dependent on the number of pegs entered at one time For example if 2 pegs are entered at the same time the Activity Code Time fo
17. 08 05 If you generate a report from 08 00 to 12 00 no part of this call will be shown in the report that is it will not be shown as a presented call and an answered transaction To see this call you will have to generate that report for the entire period of the call which would be 07 55 to 08 05 This applies to the following reports e Agent Activity by Agent Agent Activity by Agent Legacy Agent Average by Agent Agent Average by Agent Legacy Agent Profile by Agent Agent Profile by Agent Legacy Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Report Periods Manually generated reports can be produced for any elapsed period of time up to a year in length For example a report that covers the period from 12 00 p m Tuesday to 16 15 p m Thursday can be produced The pre defined limitation on the time frame a manually generated report can include is a maximum of one year The exception to this is the Agent Audit by Agent report which has a report period limitation of 24 hours Scheduled reports are limited to fixed durations daily weekly or monthly Skillset Selection Many reports allow the User to report on any combination of the Skillsets they are assigned They can report on a single Skillset a combination of their assigned Skillsets or all of their assigned Skillsets Public Switched Telephone N
18. 1 s gt pi Figure 10 Page navigation controls Note All the page navigation buttons including the Current Page box will be disabled if the report viewer is displaying a one page report Zoom From the Zoom list box select the preferred zoom level to view the report in See Figure 11 Zoom control list box Page Width Whole Page 500 200 150 Figure 11 Zoom control list box Find Text To locate a string or phrase within the report perform the following 1 In the Find Text box enter your search text as shown in Figure 12 Find Text controls NN40040 601 Introduction 23 Skillset 1 Find Next Figure 12 Find Text controls 2 Click Find The search text will be highlighted within the report 3 Click Next to search for other instances of the search text If all instances of your search text in the report have been found a message box will be displayed informing you of this See Figure 13 Report searched message box Windows Internet Explorer A The entire report has been searched Figure 13 Report searched message box Click OK 4 You can restart the search from the beginning of the report again by clicking Find or enter a new search text in the Find Text box Note Use Find Text to look for a specific Agent in a large Agent Activity by Agent report or to locate a particular Calling Line Identification CLID in the Abandoned CLID DNIS report for example Export To export
19. 14 35 SKILL2 2 00 01 11 28 Feb 2007 gt SKILL2 2 28 Feb 2007 SKILL2 2 00 01 06 SKILL2 2 00 04 53 SKILL2 2 Summary This report displays the Calling Line Identification CLID and Dialed Number Identification Service DNIS if known of Answered Calls The Answered CLID DNIS Report lists information regarding the Answered Calls for the Skillsets included within the report NN40040 601 Reports Explained 101 The date and the time of day at which each call was answered is listed together with the unique Key identifier CLID when it is known and DNIS of the call the skillset and the amount of time the caller waited before hanging up CLID is not always known When Reporting for Contact Center does not know the CLID it displays the channel or line number on which the call arrived Logic This report includes direct and indirect calls to the Skillset If there is no CLID the report displays either the target line or physical line if the target line is not known that carried the call Report Fields A description of each of the fields in the report Date Date of Answered Call Formula N A Time of Day Time of Answered Call Formula N A Key Unique identification number of the Answered Call this can be used in the Call Audit report to find the exact details of the call Formula N A Reporting for Contact Center Reports Explained 102 Reports Explained CLID DNIS Ski
20. 20 Jun 2007 11 55 to 20 Jun 2007 12 35 Repor Created 20 Jun 2007 20 03 Data Timestamp 20 Jun 2007 15 35 No of Agents Selected 3 Agents Agent2 Agent3 Agent5 Non CC TN ee Transactions Answeredby Agent Non CC Transactions Answered by Agent _ No TotalTime No TotalTime No TotalTime No TotalTime No TotalTime No Total Time WMMMMMMMMMMMMMMW 1 6 00 01 36 6 00 01 36 0 00 00 00 Agent3 3 5 00 01 44 5 00 01 44 0 00 00 00 0 00 00 00 0 00 00 00 0 00 00 00 WMMMMMMMMMMMMMMW 1 1 00 00 06 1 00 00 06 0 00 00 00 Note Reports do not include calls in progress Figure 30 Call Breakdown by Agent Summary The Call Breakdown by Agent report provides a break down of the CC Transactions and Non CC Transactions answered by Agents NN40040 601 Reports Explained 87 The report demonstrates the total number of transactions answered by an agent and breaks them down into either CC Transactions and then by Voice and MMCC or Non CC Transactions and then by Internal or External An Internal Non CC Transaction is a call that originates from within the Contact Center and an External Non CC Transaction originates from outside the Contact Center Logic The report will display all the answered transactions for the Agent for all Skillsets into which they were logged on to for the period of the report It is broken down by Agent then by skillset Report Fields A description of each of the fields in the report CC Transact
21. 30 31 35 46 127 128 130 131 133 134 135 148 Activity Code by Agent report 4 5 127 131 135 Activity Code by Pegs report 4 5 130 Activity Code by Skillset report 4 5 133 Adobe 5 23 26 Agent 3 5 9 11 12 13 15 23 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 70 71 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 94 97 98 104 108 109 110 112 113 114 123 127 128 129 130 131 132 134 135 136 137 138 139 140 144 145 148 Agent Activity by Agent Legacy report 3 5 9 11 12 44 45 Agent Activity by Agent report 3 5 9 11 12 23 37 44 45 Agent Audit by Agent Legacy report 3 5 9 11 53 54 Agent Audit by Agent report 3 5 9 11 12 15 50 53 54 Agent Average by Agent Legacy report 3 5 9 11 12 63 65 Agent Average by Agent report 3 5 9 11 12 56 63 64 65 Agent Capacity by Skillset report 3 5 70 71 Agent Profile by Agent Legacy report 3 5 9 11 12 80 Agent Profile by Agent report 3 5 9 11 12 73 80 81 86 Answer Time Bins 97 Answered Call 4 5 12 31 33 96 97 98 100 101 104 118 Answered Calls by Skillset report 4 5 12 96 97 98 Answered CLID DNIS report 4 5 9 12 100 148 149 Available 11 35 36 37 39 44 45 46 54 56 58 63 64 65 73 75 76 80 81 82 B 9
22. 601 Reports Explained 117 Summary report Figure 42 Summary report shows an example Summary report M af oro ot se i rind inet Selecta format W e G NORTEL C Summary 20 Jun 2007 00 00 to 20 Jun 2007 12 35 20 Jun 2007 18 50 20 Jun 2007 12 44 SKILL4 SKILL2 Summ ary Category Total for Period Presemec Cals CCTransactbns Answered Presemec Cale Abandoned Presemec Cale Disconnected Summ ary Category Average for Period Average Time to Answ er 00 00 15 Average Time to Abandon 00 00 41 Average Sen ce Levelt 59 Figure 42 Summary report Reporting for Contact Center Reports Explained 118 Reports Explained Summary This report displays a summary of key Contact Center statistics over the period of the report broken down into one Hour Day and Month time slots The Summary report provides a quick one report summation of the performance and activity of the Skillsets it includes A figure based and an average based table are provided above a profile which spans the report period For each unit the number of Incoming Calls Answered Calls Abandoned Calls Calls Handled in Another Skillset and Unstaffed Calls are shown together with the Service Level expressed as a percentage The Summary report includes five graphs as shown in the following figures Figure 43 Summary report graph Presented Calls Figure 44 Summary report graph Presented Calls Answered Figure 45 Summary report
23. Agent Capacity by Skillset report Report Viewer Windows Internet Explorer bttp 30 30 30 11 ReportServer SQLEXPRESS Pages ReportViewer aspx 2fReportBluePrint 2fReport7Bxs Command Re Wd 4G ea gt Mt s00 mw find inet Selecta format W emot J NORTEL Company Name Danishmend Hotels Report Title Agent Capacity by Skillset Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 28 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Instances Start Date and Time End Date and Time 28 Feb 2007 14 34 24 28 Feb 2007 14 35 08 28 Feb 2007 14 37 01 28 Feb 2007 14 37 06 28 Feb 2007 14 38 25 28 Feb 2007 14 38 28 28 Feb 2007 14 55 58 28 Feb 2007 14 56 59 28 Feb 2007 15 01 35 28 Feb 2007 15 03 20 28 Feb 2007 16 25 42 28 Feb 2007 16 26 34 28 Feb 2007 16 28 20 28 Feb 2007 16 28 37 28 Feb 2007 14 33 42 28 Feb 2007 14 37 06 g a E ee D Oia a Figure 27 Agent Capacity by Skillset NN40040 601 Reports Explained 71 Summary This report displays the occasions when there were no logged on agents available to answer incoming Contact Center calls That is it details the instances the duration and the total duration of all periods when all Agents were occupied simultaneously The reasons that Agents are unavailable include they are already on an incoming call an outgoing call or they are Not Ready The Agent Capacity by Skillset report indicates how often a
24. Calls Pre Presented Calls Unstaffed UsC Presented Calls Disconnected Dis Table 1 Abbreviations for Formula Descriptions Explanation of Terms Used within Reporting for Contact Center This section describes terms used in Reporting for Contact Center reports or terms common in Contact Centers Report Definitions This part of the section describes all the definitions used within the reports in Reporting for Contact Center Abandoned Call An abandoned call is a Contact Center call that was terminated by the caller before they were connected to an agent or other endpoint like voicemail or operator for example Abandoned Time Bins A series of six user defined time intervals is used in the statistical analysis of Abandoned Calls Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls abandoned within each of the intervals specified in the Abandoned Time Bins A seventh Time Bin is also used to gather information about all calls that are abandoned after the interval specified by the sixth user defined Abandoned Time Bin NN40040 601 Reports Explained 31 Answered Time Bins These are a series of six user defined time intervals used in the statistical analysis of Answered Calls Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls answered within each of the intervals specified in the Answered Time Bins A seventh Time Bin
25. Login session time for an Agent Formula Login Total Time Login Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Average Time The average Available time session for an Agent Formula Available Total Time Available No Agent State Activity Not Available No The instance total for an Agent in the Not Available state Formula N A Agent State Activity Not Available Average Time The average Not Available time session for an Agent Formula Not Available Total Time Not Available No Agent State Activity Ringing No The instance total for an Agent in the Ringing state Formula N A NN40040 601 Reports Explained 59 Agent State Activity Ringing Average Time The average Ringing time session for an Agent Formula Ringing Total Time Ringing No Agent State Activity All Calls Held No The instance total for an Agent in the All Calls Held state Formula N A Agent State Activity All Calls Held Average Time The average All Calls Held time session for an Agent Formula All Calls Held Total Time All Calls Held No Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A Agent State Activity Break Time Average Time The average Break Time session for an Agent Formula Break Time Total Time Break Time No Agent State Activity
26. Skillset report not the same as that in the Summary report The Average Time to Answer in the Call Average by Skillset report is calls based and is calculated by dividing the total time by the total number of calls answered Whereas the Summary report is transaction based and calculates the Average Time to Answer by dividing the total time by the total number of transactions made One call can comprise of one or more transactions such as when a call answered by Agent is transferred to and answered by Agent 2 Here 2 transactions occurred for one call made to the Contact Center Report Field A description of each of the fields in the report Presented Calls Total presented calls both direct and indirect within that time slot and within the selected Skillset and time period Formula Pre CC Transactions Answered Total answered Transactions including transferred calls within the Contact Center for the selected Skillsets and time period this statistic is not the same as answered Contact Center calls Formula AnCT Reporting for Contact Center Reports Explained 124 Reports Explained Presented Calls Abandoned Total abandoned calls within the Contact Center for the selected Skillsets and time period Formula AbC Presented Calls Disconnected Total disconnected calls in the selected Skillsets and time period Formula Dis Presented Calls Unstaffed Total number of calls that came into a Skillset when th
27. Time 2 1442413 11 111240 5 000219 2 005205 0 70000 2 000059 0 080000 o 000000 0 000000 o 000000 2 114213 11 111240 5 000219 2 005205 0 000000 2 000059 0 000000 0 000000 0 000000 0 00 0000 2 14243 2 000059 0 00 1 100237 o oww o conn 9 11 19 29 Jan 1 nos Tr Transfer Ov Overflow Ot Other Page 10f1 Note Reports do not include calls in progress Done f SQ tocal intranet R0 g Figure 29 Agent Profile by Agent Legacy Summary The report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Break Time Not Ready and Supervisor Monitor Agent Call Activities are call states some of which are specific to a particular skillset these are CC Voice Transactions Answered by Agent and CC MMCC Transactions Answered by Agent The remaining agent call activities Non CC Transactions Answered by Agent Internal Transactions Answered by Agent and Outgoing Calls are not specific to a p
28. and Outgoing Calls are not specific to a particular skillset NN40040 601 Reports Explained 45 This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while they handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents within their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bou
29. as a percentage of the total number of Abandoned Calls This report indicates the number of calls received and how long Abandoned Calls waited before they hung up Voice PSTN calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total Both figures and the percentages are provided The breakdown is based on Abandoned Time Bin values see Reporting for Contact Center Setup and Operations Guide NN40040 304 and also in this guide see Abandoned Time Bins page 30 In this example Time Bin increments range between 10 seconds and 1 minute The seventh Time Bin captures any call that is abandoned after waiting more than 1 minute See Figure 32 Abandoned Calls by Skillset graph gt Report Viewer Windows Internet Explorer DER View Raw Data CSV Reports Explained Help Id 4 ofi gt bi 100 Find Next Select a format M Export g Abandoned Calls by Skillset Time Bin 1 E Time Bin 2 Mam Time Bin3 Mm Time Bin 4 E Time Bin 5 E Time Bin 6 Mm gt Time Bin 6 Timebins si Local intranet R 100 Figure 32 Abandoned Calls by Skillset graph For more information about the identity of some of the abandoned callers that may be held see Abandoned CLID DNIS report page 93 For more information about abandoned calls throughout the day see Call Profile report page 106 Use this to plan your staffing levels Reporting for Contact Center Reports Ex
30. by Key and Search by Call Parameters method Reporting for Contact Center Reports Explained 148 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer go SA Je http localhost rcc2 5 report_pages call_select asp x 4 X Gooale Ve BP GNnortel Reporting for Contact Center fa Gl eh page Gi tools NORTEL Main Logout Help Admin v 2 5 412 0 61 Call Audit Call Cradle to Grave Please use the options below to locate your call within the database 1 Search By Key Key Wallboard Setup Find RealTime Agent Alarms Time Bins Setup i 2 Search by Call Parameters Reports and Schedules all Select Daily Schedules Weekly Schedules Monthly Schedules SKILL1 Agenti Get Latest Contact Center Data SKILL2 Agent2 SKILL3 Agent3 Agent4 AgentS Clear Select ll Clear SelectAll Activity Codes CIT T Mianet Figure 57 Call Audit Search by Call Criteria page 1 Search by Key a In the Key box type a unique call key The unique call key can also be found in the Answered CLID DNIS or Abandoned CLID DNIS report Click Find c If the key is valid the Call Audit report for that Call will be generated If the key is not valid an error message will be displayed prompting the user to enter a valid key 2 Search by Call Parameters a Search for a call by entering a combination of Skil
31. graph Presented Calls Abandoned Figure 46 Summary report graph Presented Calls Handled in Another Skillset and Figure 47 Summary report graph Service Level Report Viewer Windows Internet Explorer View Raw Data CSV id 4 oft gt pi 100 Find Next Select a format Presented Calls 2 G oO T f E p fa o 2 a 1 20 2 20 3 20 4 20 5 20 6 20 7 20 8 20 9g 20 10 20 11 20 12 20 Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Period z a Local intranet 100 Figure 43 Summary report graph Presented Calls NN40040 601 Reports Explained 119 Report Viewer Windows Internet Explorer Wiew Raw Data CSV id 4 E jof1 gt bil 100 Find Next Select a format Export Presented Calls Answered T o 2 a c ft 2 a oO T D 2 p a D a 0 0 20 1 20 2 20 3 20 4 20 5 20 6 20 9g 20 1020 11 20 Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Period v Local intranet 100 Figure 44 Summary report graph Presented Calls Answered Reporting for Contact Center Reports Explained 120 Reports Explained Report Viewer Windows Internet Explorer Find Next Select a format Export Presented Calls Abandoned T c G lt 2 G oO T E o o E a ogo 10 220 320 420 520 620 720 820 920 102011 20 Jun Jun dum dum Jun Jun Jun Jun Ju
32. is also used to gather information about all calls that are answered after the interval specified by the sixth user defined Answered Time Bin Activity Code Pegs Each time an Activity Code is entered it pegs or increases the usage count for that Activity Code in increments of one Activity Code reports display the usage counts or peg totals for the Activity Codes included within the reports CC Conference Transactions Answered by Agent The number of transactions an Agent is conferenced in to by another Agent CC Transactions Answered Each Agent that treats a call is recorded as a separate transaction For example if a call is answered by Agent A and transferred to Agent B each portion of the call is considered a Transaction of the same call The number of calls is 1 but the number of transactions are 2 CC Transactions Answered by Agent The number of Transactions answered by an Agent or Agents CC Transactions Answered by Non Agent The number of Transactions Non Agents people not logged on to the Contact Center answer CC Transactions Answered by Operator The number of Transactions the Operator answers CC Transactions Answered by Overflow Agent The number of Transactions the Overflow Agent answers CC Transactions Answered by Voicemail The number of Transactions directed to Voicemail This includes either the Skillset Mailbox or an Agent Mailbox the statistics do not distinguish between types of mailbox CC Tran
33. open the saved raw report data txt file A Text Import Wizard dialog box will open up see Figure 5 Text Import Wizard Step 1 Reporting for Contact Center Reports Explained 18 Introduction Text Import Wizard Step 1 of 3 The Text Wizard has determined that your data is Fixed Width If this is correct choose Next or choose the data type that best describes your data Original data type Choose the file type that best describes your data ex me C Fi Characters such as commas or tabs separate each field Fields are aligned in columns with spaces between each field fi File origin 437 OEM United States bd Preview of file C Documents and Settings Aishak My Docu Agent Audit by Agent txt Start import at row Report Title Agent Audit by Agent 3 Report Period ZO Jul 2006 00 00 to 20 Jul 2006 11 14 4 Report Created 28 Nov 2006 16 43 5 bata Timestamp 02Z May 2006 15 37 Cancel lt Bach next gt Finish Figure 5 Text Import Wizard Step 1 2 From the Original data type options select Delimited as the format of the saved raw report data 3 Click Next to display Step 2 of the Text Import Wizard NN40040 601 Introduction 19 Text Import Wizard Step 2 of 3 This screen lets you set the delimiters your data contains You can see how your text is affected in the preview below Delimiters Tab l Semicolon V Comma Space T Other Text qualifier td
34. seesesde ee a a e aeae EATE a i a Sa A AN STEE EEA AISES 56 Figure 26 Agent Average by Agent Legacy a nisen eri ee era ae Ra e S EAE Ee ASEENA a EAR ENS 63 Figure 27Agent Capacity by Skillsetiss istn saat pa ee ae aera E a ES aeae aE O A E ibis yachts 70 Figure 28 Avent Profile by Agent 2s sic aio er ae a E a a EE aae a E a A E aE SE ea 73 Figure 29 Agent Profile by Agent Legacy pien ae e eE E EEE E A a EE aA EAE a es aia 80 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Figure 36 Figure 37 Figure 38 Call Breakd wn bY Agent ro sirener e a ee R EERE EE aep EE a EEEE E EE EE E ioe 86 Abandoned Calls by SKS teisinio e porra r e earar E E Ea anion EE EE A EAEE EEE e 90 Abandoned Calls by Skillset raphe ie greps re a eE a E A AEE E EEEE ATE a 91 Abandoned CEID DNIS a aee aaea s er a EEE EE Ee EEE TEKES EAE A REEE AEA EE REEE as 93 Answered Calls by Skillset sisi onen ap srn a aeae E e a E E AEE Ea ee E AEO RE E Aa E E es 96 Answered Calls by Skillset graph nccc i aie a E E E EREE E E R 98 Answered CLID DNIS ricessi Sa EE S ae EEES EE EAEEREN En E EEES E 100 Call Average by SKillset mis r e R ie hei eee Sneath E E E RERI 103 Call Profile 3 soriire nE inh nina E A RE A A E ae a aa ee ASR N 106 Figure 39 Call Profile graph issena is arane eie a a E ER EAE E NE E RE Ei EA el alae 107 Figure 40 Incoming Call by Skillset sssrini sienio irei e eini Eina Ea e Tei ESEE TEE TEESE EaR eatin ie aa 111 Figure 41 Inco
35. time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Break Time Not Ready and Supervisor Monitor Agent Call Activities are call states some of which are specific to a particular skillset these are CC Voice Transactions Answered by Agent and CC MMCC Transactions Answered by Agent The remaining agent call activities Non CC Transactions Answered by Agent Internal Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset Reporting for Contact Center Reports Explained 64 Reports Explained This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while the
36. 0 30 101 rec report_pages agent_audit asp fromdate 2006 2F VY Company Name Report Title Agent Audit by Agent Report Period 20 Jul 2006 00 00 to 20 Jul 2006 11 14 Report Created 28 Nov 2006 16 43 Data Timestamp 02 May 2006 15 37 No of Agents Selected 2 Agents Agentl Agent2 Agent ID Agent Name 1 Agent1 Date Time of Day Agent Activity Agent Activity Time SKILL 1 20 Jul 2006 09 40 49 Logout Agent ID Agent Name 2 Agent2 Date Time of Day Agent Activity Agent Activity Time SKILL 2 20 Jul 2006 10 16 27 Incoming Call SS 2 00 00 29 20 Jul 2006 10 16 56 Break Time 00 00 29 20 Jul 2006 10 17 25 Available Time 00 56 35 F amp Internet 100 Figure 3 Raw Data report page To save the raw report data click on the Save as File button at the bottom of the Raw Data report page A Save HTML Document dialog box opens up as shown in Figure 4 Save HTML Document dialog box NN40040 601 Introduction 17 Save HTML Document Save in 6 Reports Explained e amp eK Ej My Recent Documents Desktop My Network File name Agent Audit by Agent report Places Save as type Text File txt Cancel Language Unicode UTF 8 v Figure 4 Save HTML Document dialog box Save the raw report data as a txt file to a location of your choice The raw report data in CSV format can be imported to Microsoft Excel by the following steps 1 From Microsoft Excel
37. 0 to 20 Jun 2007 12 35 Report Created 20 Jun 2007 19 07 Data Timestamp 20 Jun 2007 12 44 Skillsets SKILL1 SKILL2 6 24 14 56 4 16 0 0 0 0 0 0 1 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 14 74 4 21 0 0 0 0 0 0 1 5 SKILL2 2 6 100 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Figure 34 Answered Calls by Skillset NN40040 601 Reports Explained 97 Summary For each of the Skillsets in a report the total number of answered calls is displayed For each Time Bin the number of calls answered within that Time Bin is displayed This figure is also presented as a percentage of the total number of answered calls The Answered Calls by Skillset report shows how long calls wait before they are connected to an Agent Voice calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total The Answered Calls by Skillset report indicates the total number of Skillset answered calls included within the report Transactions do not affect calls based reports For more information see Calls and Transactions page 13 Voice PSTN calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total Both figures and the percentages are provided The breakdown is based on Answer Time Bins values see Answered Time Bins page 31 For more informatio
38. 00 5 000219 2 005205 0 000000 2 000059 0 000000 0 000000 0 000000 0 000000 Sicliset 1 1 2 t23 gt 2 000059 o www Tr Transfer Ov Overflow Ot Other Page 1 of 1 Note Reports do not include calls in progress Figure 21 Agent Activity by Agent Summary The report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and MMCC Reserved when an agent is reserved by the Contact Center before it makes an out Reporting for Contact Center Reports Explained 38 Reports Explained bound call to the caller Agent Call Activities are call states one state is specific to a particular skillset and this is the CC Transactions Answered by Agent field The remaining agent call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Agent Non CC Conference Transactions Answered by Agent and Outgoing Calls
39. 006 15 06 52 26 Sep 2006 15 09 18 26 Sep 2006 15 09 35 26 Sep 2006 15 09 21 26 Sep 2006 15 09 47 T300 T299 T300 T300 T300 T300 T300 T300 T300 T300 T300 T299 Figure 58 Call Audit Search Results page d A View button is displayed next to each call Click View to show the Call Audit report for that call See Figure 55 Call Audit for an example of the Call Audit report Note You can print the report from the Report Viewer window by clicking the Print Report icon Report Fields Key This is a unique reference number of a call the same as the Abandoned CLID DNIS or Answered CLID DNIS report Formula N A Reporting for Contact Center Reports Explained 150 Reports Explained CLID DNIS The Caller Line Identification CLID of the Caller Formula N A The number the caller dialed Dialed Number Identification Service DNIS Formula N A Start Date and Time End Date Duration The start date and time in the following format dd mmm yyyy hh mm ss of the call transaction However the first bolded row is a summary of the whole call in this case the Start Date amp Time is the start date and time the call entered the system Formula N A and Time The end date and time in the following format dd mmm yyyy hh mm ss of the call transaction However the first bolded row is a summary of the whole call in this case the End Date amp Time is the end date and time the call left the s
40. 06 110 Nortel Multimedia Contact Center 12 33 95 102 Nortel Reporting for Contact Center 3 9 11 12 21 30 31 35 91 94 97 101 143 152 Not Available 11 36 37 39 45 54 56 58 64 73 75 76 81 82 Not Ready 36 37 41 44 46 47 52 55 56 59 60 63 66 71 73 77 80 83 O Operator 30 31 34 106 110 114 Overflow 30 31 34 106 110 112 113 114 115 151 Overflow Table 113 115 P Parameters 147 148 Primary Alert 30 33 112 116 Printer 27 Printing a Report 15 27 Report Headers 3 14 Report Magnification 22 Report Periods 3 12 Report Viewer 3 5 9 14 15 23 146 149 Ringing 11 36 37 40 45 54 56 58 59 64 73 76 81 82 Routing Table 30 34 115 S Searching for Text within a Report 22 23 Secondary Alert 30 33 104 112 116 Service Level 5 34 106 110 116 118 122 125 126 Summary report 4 5 9 104 117 118 119 120 121 122 123 Supervisor 4 5 36 38 44 45 47 57 63 64 66 74 80 81 83 98 136 137 139 140 144 Supervisor Monitor 4 5 36 44 47 63 66 80 83 139 140 Supervisor Monitor by Agent report 4 5 139 140 T Time Bins 30 31 34 91 92 97 98 99 Title 14 U Unanswered Help Request by Agent report 4 6 136 139 144 User 12 65 Vv Voice PSTN Call 3 12 34 35 91 97 148 151 NN40040 601
41. 40040 601 Reports Explained 63 Agent Average by Agent Legacy Figure 26 Agent Average by Agent Legacy shows an example Agent Average by Agent Legacy report Report Viewer Windows Internet Explorer lolx iew Raw id 4 fi of1 gt bi 100 z Find Next Select a format F Export NORTEL Company Name Danishmend Hotels Agents Report Title Agent Average by Agent Legacy Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 32 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity CC Voice CC MMCC Non CC Internal Outgoing Transactions Transactions Transactions Transactions Calls Answeredby Answeredby Answeredby Answered by Agent Agent Agent Agent No Average No Average No Average No Average No Average No Average No Average No Average No Average Time Time Time Time Time Time Time Time Time Total 2 053606 11 010109 5 000028 2 002602 0 000000 2 000030 0 WWW 000000 0 000000 Phil 1 2 053606 11 010109 5 000028 2 072602 0 070000 2 000030 0 W000 o 000000 0 000000 Suiliset 1 1 05 36 06 Tr Transfer Ov Overflow Ot Other Page 1 of 1 Note Reports do not include calls in progress E Local intranet Figure 26 Agent Average by Agent Legacy Summary The report displays the instances and average durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Average Login
42. 7 00 01 18 10 00 09 04 00 00 00 00 00 36 00 00 00 00 00 27 00 01 30 00 09 04 Figure 37 Call Average by Skillset Summary This report indicates the number and the associated averages for answered and abandoned Contact Center calls and for answered Transactions that is transferred calls Reporting for Contact Center Reports Explained 104 Reports Explained The Average Time to Answer and Average Time to Abandon figures in this report can be used to determine the appropriate settings for the Primary and Secondary Alerts or wallboard alarms Logic This report is devised based on Skillset Each Skillset is shown on a separate line Each line displays a total for the field and an average time to answer to abandon and the answered incoming call time for the call type FAQ Q Why do the number of Answered and Abandoned calls not equal the number of Incoming Call Transactions A The Incoming Call Transactions are the number of Answered Transactions and so does not include the number of Abandoned Transactions Note Calls are different to Transactions For a definition of Call Transactions see Calls and Transactions page 13 Q Why does the number of Answered calls not equal the number of Answered Call Transactions A Each Agent handling a call is recorded as a separate transaction If a call is answered by Agent A and transferred to Agent B two transactions will be recorded for the same call So the nu
43. A Q A Q A Direct Calls are calls placed directly to the Skillset That is these calls have not arrived through any other method like F70 transfer to Skillset CDN or transferred or moved in the routing table Are Indirect Calls handled by another Skillset Agent No these are Contact Center calls that have arrived to a Skillset by some other method That is these calls have arrived through some other method like F70 transfer to Skillset CDN or transferred or moved in the routing table Why is the number of Agent calls displayed less than those stated in other reports Also the number of Voicemail calls is 0 but the Call Profile report shows a number of calls answered by Voicemail This report does not include manually transferred calls only calls directly presented to an Agent Which skillsets handled the calls in the Left Skillset via Overflow Table column The report does not say which Skillset eventually handled these calls However if you look at your overflow table you can find out which Skillset these went to based on the rules Report Fields A description of each of the fields in the report Direct Calls Total Direct Calls for a Skillset in the selected Skillsets and time period Formula PreD Indirect Calls Total Indirect Calls for a Skillset in the selected Skillsets and time period Formula Prel Reporting for Contact Center Reports Explained 114 Reports Explained CC Transac
44. Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of transactions answered by the agent where the call did not originate through the Contact Center but rather the Agent DN was dialed directly NN40040 601 Reports Explained 49 Formula N A Agent Call Activity Non CC Transactions Answered by Agent Total Time The total time an Agent spent on Non CC Transactions Formula Non CC Transactions Answered by Agent Total Time Agent Call Activity Internal Transactions Answered by Agent No The total number of Internal Transactions answered by an Agent that is the number of transactions answered by the agent where the call originated from within the Contact Center Formula N A Agent Call Activity Internal Transactions Answered by Agent Total Time The total time an Agent spent on Internal Transactions Formula Internal Transactions Answered by Agent Total Time Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Total Time The total time an Agent spent on Outgoing Calls Formula Outgoing Calls Total Time Reporting for Contact Center Reports Explained 50 Reports Explained Agent Audit by Agent Figure 23 Agent Audit by Agent shows an example Agent Audit by Agent report M ai loa gt OD Fndinet Select a format x Export 3
45. Agent Activity by Agent Agent Audit by Agent Agent Average by Agent or Agent Profile by Agent report and the report period is before the upgrade from RCC 2 4 you will be presented with a Legacy report For example if the upgrade occurred on 12 February 2008 and the Agent Average by Agent report is generated for 1 January 2008 to 31 January the Agent Average by Agent Legacy report will be generated Should the time period span the upgrade date that is 1 February 2008 to 29 February 2008 two reports will be generated one Legacy report up to 12 February and one report from 13 February to the 29 February Any time period after the upgrade will simply generate the normal Agent Average by Agent report In Progress Calls The reports display only information about calls that are completed at the time the report is requested That is in progress calls do not feature in any of the reports That means any calls that arrive in the system will only be counted in the reports if the report period selected encompasses the entire duration of the call that is the call must enter the system after the From Date and From Time and end before the End Date and End Time of the report Reporting for Contact Center Reports Explained 12 Introduction For example a call arrives at 07 55 to the Skillset queue and remains for 6 minutes before it is answered by an agent at 08 01 The agent has 4 minutes of talk time before ending the call at
46. Center before it makes an outbound call to the caller Agent Call Activities are call states one state is specific to a particular skillset and this is the CC Transactions Answered by Agent field The remaining agent call activities CC Conference Transactions Answered by Agent Non CC Transactions Answered by Agent Non CC Conference Transactions Answered by Agent and Outgoing Calls are not specific to a particular skillset NN40040 601 Reports Explained 57 This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while they handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents wit
47. EEE Ee E E O ee eee ii EE 142 Reporting for Contact Center Reports Explained 6 List of Figures Figure 54 Unanswered Help Request by Agent sceescsssscsseeecesecseesecneeseesaeeccsaecasesecseesecnaseecaecnaeeesaseeeaecaeeeeens 144 Figure 552 Call Audit scisses ci ote iene e e E e at etenbt sph gid e R geen teeta de cas Seek a bese 146 Figtre 56 Cal Audit report check Box os sic cesnerec ccs ieten tsa todas a Hares Seo rn a E A E E Meares tase 147 Figure 57 Call Audit Search by Call Criteria page eee cececcsseeccsseceeesecneesecsseeecaecasesecaesseeneseesaeceesaesaeeeesnaseeeeaees 148 Figure 58 Call Audit Search Results page sccscacevctusisouiests ccteeldeshetens ne Havesenotoanests R EA E a EA A E SANS 149 NN40040 601 List of Tables Table 1 Abbreviations for Formula Descriptions ceececssscsseseessecseesecseesecnseeccssecaeesecseesecnessecsaeeeeeeesaeeeeeaeeaeeeeenees 30 Reporting for Contact Center Reports Explained 8 List of Tables NN40040 601 How to Use this Guide 1 Introduction This guide is designed to explain reports and the statistics they contain related to various call treatments and sequences of actions relating to calls How this Guide is Organized The Reporting for Contact Center Reports Explained guide is organized as follows How to Use this Guide Provides a brief overview of the organization of this guide Introduction Gives a background of the reports conta
48. LL2 2 28 Feb 2007 Skillset 1 1 00 00 39 28 Feb 2007 k Skillset 1 1 Note Reports do not include calls in progress Page 1 of 1 Figure 33 Abandoned CLID DNIS Summary This report displays the Calling Line Identification CLID if known and Dialed Number Identification Service DNIS of Abandoned Calls Reporting for Contact Center Reports Explained 94 Reports Explained The Abandoned CLID DNIS Report lists information regarding the Abandoned Calls for the Skillsets included within the report The date and the time of day at which each call was abandoned is listed together with the unique Key identifier CLID when it is known and DNIS of the call the skillset and the amount of time the caller waited before hanging up CLID is not always known When Reporting for Contact Center does not know the CLID it displays the channel or line number on which the call arrived The Call Profile report page 106 will indicate where the peaks of the Abandoned Calls occur throughout the day The Abandoned CLID DNIS report will indicate those callers who abandoned Logic This report only includes Contact Center calls that incoming callers terminate while held on a Control DN and before they have reached an Agent This includes direct and indirect calls to the Skillset If there is no CLID the report displays either the target line or physical line if the target line is not known that carried the call Report Fi
49. Network Save as type Adobe Acrobat 7 0 Document Figure 17 Report Export Save As dialog box 5 When the report is being exported the Download complete dialog box will be displayed see Figure 18 Download complete dialog box Click Open to view the exported report in the file format selected in Step 1 Reporting for Contact Center Reports Explained 26 Introduction Download complete ve Download Complete Report pdf from 30 30 30 11 Downloaded 10 7KB in 1 sec Download to C Documents and Se Report pdf Transfer rate 10 7KB Sec C Close this dialog box when download completes Figure 18 Download complete dialog box 6 The exported report will open up in a new window The following example Figure 19 Exported report in Adobe PDF shows an exported report in Adobe Portable Document Format PDF 3 Adobe Acrobat Professional Agent Capacity by Skillset pdf DAR gt NORTEL 4 Company Name Danishmend Hotels Signet Report Title Agent Capacity by Skillset Report Period 01 Mar 2007 00 00 to 01 Mar 2007 11 41 Report Created 02 Mar 2007 11 31 Data Timestamp 02 Mar 2007 11 11 Skillsets Skillset 1 SKILL2 8 Ea a Let Bi Instances Duration Start Date and Time End Date and Time 01 Mar 2007 11 40 05 01 Mar 2007 11 40 08 Skillset 1 1 01 Mar 2007 11 38 52 01 Mar 2007 11 39 22 Comments attachments S 01 Mar 2007 11 39 42 01 Mar 2007 11 40 38 l4 4 101
50. Non Contact Center Conference Transactions answered by an Agent Formula N A Agent Call Activity Non CC Conf Transactions Answered by Agent Total Time The total time an Agent spent on Non Contact Center Conference Transactions Formula Non CC Conf Transactions Answered by Agent Total Time Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Total Time The total time an Agent spent on Outgoing Calls Formula Outgoing Calls Total Time Reporting for Contact Center Reports Explained 80 Reports Explained Agent Profile by Agent Legacy Figure 29 Agent Profile by Agent Legacy shows an example Agent Profile by Agent Legacy report Report Viewer Windows Internet Explorer oj x id 4 fu of1 gt bi 100 Find Next Select a format z Export NORTEL Company Name Danishmend Hotels Agents Report Title Agent Profile by Agent Legacy Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 37 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity CC Voice CC MMCC Non CC Internal Outgoing Transactions Transactions Transactions Transactions Calls Answered by Answered by Answered by Answered by Agent Agent Agent Agent No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total
51. Not Ready No The instance total for an Agent in the Not Ready state Formula N A Reporting for Contact Center Reports Explained 60 Reports Explained Agent State Activity Not Ready Average Time The average Not Ready session for an Agent Formula Not Ready Total Time Not Ready No Agent State Activity MMCC Reserved No The instance total for an Agent in the MMCC Reserved state Formula N A Agent State Activity MMCC Reserved Average Time The total MMCC Reserved time for an Agent Formula MMCC Reserved Total Time MMCC Reserved No Agent Call Activity CC Transactions Answered by Agent No The total number of Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC Transactions Answered by Agent Average Time The average time an Agent spent on a CC Transaction Formula CC Transactions Answered by Agent Total Time CC Transactions Answered by Agent No NN40040 601 Reports Explained 61 Agent Call Activity CC Conf Transactions Answered by Agent No The total number of Contact Center Conference Transactions answered by an Agent Formula N A Agent Call Activity CC Conf Transactions Answered by Agent Average Time The average time an Agent spent on a CC Conference Transaction
52. Reporting for Contact Center Reports Explained 46 Reports Explained Q The Not Ready Time seems to be very high A The Not Ready Time value can be high as this can be accumulated by either the Agent invoking the Make Not Ready feature Feature 908 or the Contact Center placing the Agents in the Not Ready state because the Agent did not answer a call Q Why is the break time higher than the configured break time A Break time will be extended when the Agent adds Activity Codes during a prompted activity code session during their break time Report Fields A description of each of the fields in the report Login No The instance total for Agent Login sessions Formula N A Login Total Time The total log on time for an Agent Formula Login Total Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Total Time The total Available time for an Agent Formula Available Total Time NN40040 601 Reports Explained 47 Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A Agent State Activity Break Time Total Time The total Break Time for an Agent Formula Break Time Total Time Agent State Activity Not Ready No The instance total for an Agent in the Not Ready state Formula N A Agent State Activity Not Ready Total Time The total Not Ready time for a
53. a report in Report Viewer perform the following 1 From the Export Reports list box select Adobe PDF file or Excel format See Figure 14 Export Report select format list box Select a format Export ETIEN a format Acrobat PDF file Excel SS Figure 14 Export Report select format list box Reporting for Contact Center Reports Explained 24 Introduction 2 Click Export as shown in Figure 15 Export Report link to start exporting the report EEG V Export Figure 15 Export Report link 3 The File Download dialog box will open See Figure 16 File Download dialog box Click Open to open the file and go to step 6 Alternatively click Save to save the file to a location of your choice and continue to step 4 File Download Do you want to open or save this file ays Name Report pdf 7 nde Type Adobe Acrobat 7 0 Document 10 7KB From 30 30 30 11 While files from the Internet can be useful some files can potentially harm your computer If you do not trust the source do not open or save this file What s the tisk Figure 16 File Download dialog box 4 The Save As dialog box opens see Figure 17 Report Export Save As dialog box Select the location to save the report to and click Save NN40040 601 Introduction 25 Save in O Export Agent Reports My Recent Documents Desktop My Documents My Computer File name Agent Capacity by Skillset My
54. actions answered by the agent where the call did not originate through the Contact Center but rather the Agent DN was dialed directly NN40040 601 Reports Explained 85 Formula N A Agent Call Activity Non CC Transactions Answered by Agent Total Time The total time an Agent spent on Non CC Transactions Formula Non CC Transactions Answered by Agent Total Time Agent Call Activity Internal Transactions Answered by Agent No The total number of Internal Transactions answered by an Agent that is the number of transactions answered by the agent where the call originated from within the Contact Center Formula N A Agent Call Activity Internal Transactions Answered by Agent Total Time The total time an Agent spent on Internal Transactions Formula Internal Transactions Answered by Agent Total Time Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Total Time The total time an Agent spent on Outgoing Calls Formula Outgoing Calls Total Time Reporting for Contact Center Reports Explained 86 Reports Explained Call Breakdown by Agent Figure 30 Call Breakdown by Agent shows an example Call Breakdown by Agent report Report Viewer Windows Internet Explorer BAR M 4k Jf di ___ Findi next Selecta format wi Expot NORTEL Company Name Danishmend Hotels Repot Title Call Breakdown by Agent Report Period
55. ager Formula N A Skillset Skillset the peg is recorded against Formula N A NN40040 601 Reports Explained 135 Activity Code Time The portion of the call when pegging was selected See Activity Code Time page 128 Formula N A Pegs Number of times that Activity Code was used Formula ACP Average Time Average call time associated with that peg within that Skillset Formula Total Time for each peg ACP Reporting for Contact Center Reports Explained 136 Reports Explained Help Request by Supervisor Figure 51 Help Request by Supervisor shows an example of a Help Request by Supervisor report Report Viewer Windows Internet Explorer Id 4 loft gt pi 100 i Find Next Select a format M Export NORTEL Company Name Danishmend Hotels Report Title Help Request by Supervisor Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 18 04 Data Timestamp 28 Feb 2007 17 39 Supervisor ID Supervisor Name Time of Day Date CLID Agent ID Agent Name 2 Agent2 14 35 27 28 Feb 2007 P223 4 Agent4 14 57 43 28 Feb 2007 P223 Aisha Note Reports do not include calls in progress Page 1 of 1 P amp Internet Figure 51 Help Request by Supervisor Summary The Help Request by Supervisor report lists the instances of each help request that a supervisor answered A rejected request is rejected on an Unanswered Help Request by Agent report If the CLID is no
56. alls Average Time in this example 42 seconds total time divided by 120 calls 0 35 seconds This is then rounded down to 0 Report Fields A description of each of the fields in the report Login No The instance total for Agent Login sessions Formula N A Login Average Time The average Login session time for an Agent Formula Login Total Time Login Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Average Time The average Available time session for an Agent Formula Available Total Time Available No Reporting for Contact Center Reports Explained 66 Reports Explained Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A Agent State Activity Break Time Average Time The average Break Time session for an Agent Formula Break Time Total Time Break Time No Agent State Activity Not Ready No The instance total for an Agent in the Not Ready state Formula N A Agent State Activity Not Ready Average Time The average Not Ready session for an Agent Formula Not Ready Total Time Not Ready No Agent State Activity Supervisor Monitor No The instance total for a Supervisor in the Supervisor Monitor state Formula N A Agent State Activity Supervisor Monitor Average Time The average Supervisor Monitor session for a S
57. ansactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Reporting for Contact Center Reports Explained 78 Reports Explained Formula N A Agent Call Activity CC Transactions Answered by Agent Total Time The total time an Agent spent on CC Transactions Formula CC Transactions Answered by Agent Total Time Agent Call Activity CC Conf Transactions Answered by Agent No The total number of Contact Center Conference Transactions answered by an Agent Formula N A Agent Call Activity CC Conf Transactions Answered by Agent Total Time The total time an Agent spent on CC Conference Transactions Formula CC Conf Transactions Answered by Agent Total Time Agent Call Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of transactions answered by the agent where the call did not originate through the Contact Center but rather the Agent DN was dialed directly Formula N A Agent Call Activity Non CC Transactions Answered by Agent Total Time The total time an Agent spent on Non CC Transactions Formula Non CC Transactions Answered by Agent Total Time NN40040 601 Reports Explained 79 Agent Call Activity Non CC Conf Transactions Answered by Agent No The total number of
58. answered after the Primary Alert but before the Secondary Alert gt P and calls answered beyond the Secondary Alert gt S can also be determined An example of an Incoming Call by Skillset report graph page is shown in Figure 41 Incoming Call by Skillset graph Report Viewer Windows Internet Explorer DER view Raw Data CSV Reports Explained Help id 4 jof2 gt Dil 100 a Find Next Selectaformat Expot G Incoming Call by Skillset E Total Presented Game Answered Calls m Abandoned Calls Me Unstaffed Calls mmm S a Local intranet Figure 41 Incoming Call by Skillset graph The Incoming Call by Skillset report Graph shows the Total Presented calls for the Skillsets selected as well as the number of calls Answered Abandoned the number of Unstaffed calls that is calls presented to the Skillset when no Agents are logged on and calls answered after the Secondary Alert Logic The Incoming Call by Skillset report is generated for a range of selected Skillsets Each line of data shows the number of incoming direct and indirect calls and the other columns show the treatment those calls received Treatments include being answered by Agent by Overflow Agent by Voicemail and calls that left the Skillset by means of the routing table This report s main focus is on Contact Center calls not transactions FAQ Q Where do Direct Calls come from NN40040 601 Reports Explained 113 A Q
59. are not specific to a particular skillset This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while they handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents within their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bounced around in their Contact Center If for example Agent 2 ha
60. articular skillset NN40040 601 Reports Explained 81 This report also displays when an agent has been borrowed into another skillset The term borrowed applies to any situation where a call has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while they handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents within their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bounced around in their Contact Center If fo
61. cheduled reports You can neither print this report by way of the Print button on the Reports and Schedules report generation page However you can print the report from the Report Viewer window Summary This report shows transactional information for a single call its main purpose is to serve as a cradle to grave report on exactly how that call entered the Contact Center how it moved around the system and how it ended A supervisor may use this report to track down problematic calls for example a complaint from a caller that they waited on the phone too long and once it was NN40040 601 Reports Explained 147 answered they were transferred all over the place or they may want to see in practice how their routing tables are working The Call Audit report is generated from the Reports and Schedules report generation page as a selectable report see Figure 56 Call Audit report check box However if this report is selected it will be generated exclusively that is all other report check boxes will be cleared and appear dimmed until the Call Audit report check box has been cleared L vimem vu nap nequeS wy myw Bec C Call Audit Figure 56 Call Audit report check box After selecting the Call Audit report check box and clicking the View button the Call Audit Search by Call Criteria page will open see Figure 57 Call Audit Search by Call Criteria There are 2 methods for generating the Call Audit report from this page Search
62. d Unanswered Help Request by Agent Figure 54 Unanswered Help Request by Agent shows an example Unanswered Help Request by Agent report Report Viewer Windows Internet Explorer Jof1 gt Dil 100 Find Next Select a format Export NORTEL Company Name Danishmend Hotels Report Title Unanswered Help Request by Agent Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 18 04 Data Timestamp 28 Feb 2007 17 39 Agent ID Agent Name Date Time of Day CLID 3 Aisha 14 38 00 28 Feb 2007 P223 3 Aisha 14 38 25 28 Feb 2007 P223 Note Reports do not include calls in progress Page 1 of 1 Ca internet A 100 Figure 54 Unanswered Help Request by Agent Summary This report displays the instances of each unanswered help request where the supervisor declined an Agent s request for help This report should be read in conjunction with the Help Request by Supervisor report to establish the total number of Help Requests an Agent makes See Help Request by Supervisor page 136 This report can also be used to determine if a Supervisor is refusing too many Help Requests NN40040 601 Reports Explained 145 Report Fields A description of each of the fields in the report Agent ID ID of the Agent whose help request was denied Formula N A Agent Name Name of the Agent requesting help Formula N A Date Date of the request Formula N A Time of Day Time of the request Fo
63. e Call Profile report Graph displays the number of calls that were Presented Answered and Abandoned for the report time period selected Logic The Call Profile report is generated for a range of selected Skillsets Reporting for Contact Center Reports Explained 108 Reports Explained Depending on the selected date range the report is broken down into one of the following periods Hourly if the report period is less than 48 hours Daily if the report period is less than one month and Monthly if the report period is longer than one month Each line of data represents a total of each statistic within the Contact Center for the selected report period FAQ Q How does Voicemail answer calls in the Contact Center A Voicemail calls are answered if a call has overflowed or transferred to Voicemail or if the call is transferred to the Auto Attendant after it has been answered by the Contact Center that is the CCR Tree Q How does a non Agent answer a call A A non Agent is someone who is not logged on to the Contact Center A non Agent answers a call that has arrived directly to their DN either through the routing table or by F70 transfer Q Are CC Transactions Handled in Another Skillset calls transferred from one Agent to another or internal transfers A These are call transactions that have been handled in another Skillset regardless of whether it has been answered or not This can include transferring to a Ski
64. e number of transactions an Agent is conferenced in to by another Agent where the call did not originate through the Contact Center but the Agent DN was dialed directly Outgoing Calls Calls made to a number outside the Business Communications Manager BCM Not an internal or intercom call Presented Calls The number of all calls presented to a Skillset This is the summation of the Direct and Indirect calls Presented Calls Abandoned Abandoned Calls are calls in which the incoming caller hangs up when the call is held at the Skillset Control DN Presented Calls Answered An Answered Call is a Call that was presented to a Skillset and it was neither abandoned nor disconnected and it was answered within this Skillset It could be answered by an Agent or voicemail Presented Calls Answered after the Primary Alert before secondary The number of calls that are answered after the time specified as the primary alert threshold but before the time specified as the secondary alert threshold Presented Calls Answered before the Primary Alert The number of calls that are answered before the time specified as the primary alert threshold Presented Calls Answered after Secondary Alert The number of calls that are answered after the time specified as the secondary alert threshold Reporting for Contact Center Reports Explained 34 Reports Explained Presented Calls Handled in Another Skillset Calls that left a Skillse
65. ecame busy Formula N A Duration Total duration of the instance in the format hh mm ss Formula N A Start Date and Time The date and time when all of the agents in the skillset became busy Formula N A End Date and Time The date and time when all of the agents in the skillset were no longer busy Formula N A NN40040 601 Reports Explained 73 Agent Profile by Agent Figure 28 Agent Profile by Agent shows an example Agent Profile by Agent report Report Viewer Windows Internet Explorer E oj x id 4 fi ofi gt bi 100 z Find Next Select a format z Export E NORTEL Company Name Danishmend Hotels Agents Report Title Agent Profile by Agent Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 36 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity i Non CC Non CC Conf Outgoing Agent No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time 2 414213 1 111240 0 000000 8 000054 o 000000 5 000219 2 005205 0 WOO 2 000059 0 000000 0 000000 000000 0 000000 Pha it 2 1441213 11111240 0 000000 amp 000054 CaS 000219 2 005205 02S o coo0o0 o ooooo0 o oooooo0o o 000000 Stiliset 1 1 2 Itn 2 000059 o 000000 0000 1002 1 100217 ss HD 29 Jan 1009 11 19 2 00059 0 0000 Tr Transfer Ov Overflow
66. ed by the agent where the call did not Reporting for Contact Center Reports Explained 68 Reports Explained originate through the Contact Center but rather the Agent DN was dialed directly Formula N A Agent Call Activity Non CC Transactions Answered by Agent Average Time The average time an Agent spent on a Non CC Transaction Formula Non CC Transactions Answered by Agent Total Time Non CC Transactions Answered by Agent No Agent Call Activity Internal Transactions Answered by Agent No The total number of Internal Transactions answered by an Agent that is the number of transactions answered by the agent where the call originated from within the Contact Center Formula N A Agent Call Activity Internal Transactions Answered by Agent Average Time The average time an Agent spent on an Internal Transaction Formula Internal Transactions Answered by Agent Total Time Internal Transactions Answered by Agent No Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Average Time The average time an Agent spent on an Outgoing Call Formula Outgoing Calls Total Time Outgoing Calls No NN40040 601 Reports Explained 69 Reporting for Contact Center Reports Explained 70 Reports Explained Agent Capacity by Skillset Figure 27 Agent Capacity by Skillset shows an example of the
67. eeeeee eee eeceeeeeeeeeseeeeeseaeeesaeeeeeeseenees 90 Reporting for Contact Center Reports Explained 4 Table of Contents Abandoned CLID DNIS cecceeecceeeeeeeeeneeeeeeee eee eeeeaeeeeeeeseeeeeseaeeesaeeneeeseeeeees 93 Answered Calls by Skillset 00 cccccceeceeeeeeeeeseeeeeeeeeceaeeeeeaeseeeeeseaeeeeaeeseaeeee 96 Answered CLID DNIS cccccceeeeceeseeeeeeeaeeeeeeeceeeeeaaeeeeaaeeseeeeesaeeesaeeseneessaees 100 Call Average by SKillSCt c ce eecceeeeeceneeeceaeeeeeeeeseaeeeseaeeseaeeseeeeesaeessaaeeeeeees 103 Gall Profilen ta eaea aaa ad aaa a AE aad aaa ia aAa 106 Incoming Call by Skillset eeeeeeeeneeeneeeeeeeneeeneesrnssrnssrnssrnnsrnnsrnnsrnnsrnnnenene 111 Summary FCPOMA eeeeeeeceeeeeeceeeeeeeeeceeeeeeaeeeeaaeeeeaeeseeaeeesaaesseaeeseeeeseaeessaeeneneees 117 Activity Code by Agent cccceeecceceeeeeeeneeeeneeeceaeeeeaaeeseaeeseeeesaeeesaeeteneeeeaes 127 Activity Code by PeQS 0 ccccccecceceeeseeeceeeeeeaeeeeaaeseeeeceaeeseaaeseeneeseeeeeaaeesnees 130 Activity Code by Skillset ccccceeeseeeeeeceeeeeeeeeeseeeeesaeeesaaeseeeeeseeeesaeenennees 133 Help Request by Supervisor cccccceeeeeeeeseeceeeeeceaeeeeaaeseceeeesaeeesaaeseeeeeeeas 136 Supervisor Monitor by AQ Mt cc ccccecceeseeeeeeeeeceeeesaeeeeaeeseeeeeseaeeeeeeeseenees 139 System Configuration cccccccsceeceeeeceeeeeeeeeeeeeeceeeesaeeeeeeeseeeeeesaeeeeeeseneees 142 Unanswered Help Request by AQ
68. elds A description of each of the fields in the report Date Date of Abandoned Call Formula N A Time of Day Time of Abandoned Call Formula N A NN40040 601 Reports Explained 95 Key CLID DNIS Skillsets Unique identification number of the Abandoned Call This can be used in the Call Audit report to find the exact details of the call Formula N A Displays the Calling Line Identification CLID of the caller If the CLID is not available then the Target Line number is displayed and if that is not available then the Physical Line is displayed If the Call was a multimedia browser call only the CLID is presented as the name that was specified in the Multimedia Contact Center Setup page within the MMCC Formula N A Displays the Dialed Number Identification Service DNIS of a call the number the caller dialed to reach the Contact Center Formula N A Displays the skillset the call belonged to before it was abandoned Formula N A Time to Abandon Time elapsed until the call was abandoned in the format hh mm ss Formula N A Reporting for Contact Center Reports Explained 96 Reports Explained Answered Calls by Skillset Figure 34 Answered Calls by Skillset shows an example of the Answered Calls by Skillset report Report Viewer Windows Internet Explorer Company Name Danishmend Hotels Report Title Answered Calls by Skillset Report Period 20 Jun 2007 00 0
69. eneeesaees 9 FOW 10 96t HeD ese etna ta Ee E e EE E ER E EER TARERE 9 Getting Help from the Nortel Web Site ssesssessseessesesnesnesnrnernnsenrsrnnssnnsnnns 9 Getting Help over the phone from a Nortel Solutions Centet 0 ce8 10 Getting Help through a Nortel distributor or reseller cccceeeeseeeeereeees 10 Introduction seereeereeeprerrrertrerreee rect rer tract rer Terr rerPrerrere rerrrerrrer rere reer rere reer 11 Fundamental Concepts cc ccsesceceeeeeeeeeeeeaeeeeeeeeseaeeeeaaeseeeeeseeeeesaaeeseaaeeseneeeaas 11 Legacy Reports oraiiio suia iniaa ed i ee 11 InsProgress Galles stds iets ainsi deen ein viademe tei aid een Rag 11 Report Periods a Aesi tie kta sent E the per EA 12 Skillset Selection neesat el adha erect ethic isda 12 Public Switched Telephone Network Call PSTN and Multimedia Calls 12 DireCt Call Sites aral ti AEE EE EE EEA E cauteetdasutieys 13 indirect Calanco cue a a E 13 Calls And Transactions cc cccccceccccssssececeesneeeceseseeeesesaeeeescaeeeeescaeeessenteseeeaas 13 Transactions and Direct and Indirect Calls cccceeeeeeeeeeeeeeeeeeeeeeneeeeeeeees 13 Contact Center Transactions ccccccccceeeceeceeeeeeeeeeeeaeeeeaaeseeeeeseaeeesaaeeeeneeee 13 Non Contact Center Transactions cccccccsceeeeeeceeeeeeeaeeeeeeseeeeeesaeeneeeseaees 13 Report Concepts iiaa cee td ae i tata 14 Report Headers c2acs diate act ae E E a EA a t EAE 14 Report Viewer me
70. ent cccccceeeesteeeeeeeneeeeeenaeeeeeenaeeeeeeaas 144 Call Audit sssini oea ia oteessa Shee a a dh ONEA a AES AAAF EEE Ta 146 References ccancseiceticwetcuctewetcwctewettwatewetcwetewendwanewencwenewendwanedendweneWentwens 152 Index earen Ana arara eaa aa er En Eana L AUNE EEEE ERN 153 NN40040 601 List of Figures 5 List Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Figure 18 of Figures Example report header issin a n aE EEE vevids Gbeaccs Mocvbes auto cavenbhh abacecs E E 14 Report Viewer menu bar and toolbar esc eecsesscseessceseeecesecseesecueesecsseeecsaecaessecsevseenaeeecsaenaseeesaeceeeaesneeeeens 15 Raw Data report page Ciente Resstet siesta thy aio alesis hast EN si ere aa ied ae ee aed 16 Save HTML Document dialog DOX isss roria erei aiiai ense i re Ea E Eaa aani S Ea ie eKA a Ea E ee eest 17 Text Import Wizard Step laenasin ervei ise ania biti E a EEE oa E E a r EE ewe 18 Text Import Wizard Step 2 ccc esse cise oane ade nii ia Baidu a oes bates e e arian A 19 Text Import Wizard Step 3 onenen nics abet Rou bits A neh tetas bates Aaeseg Sd awaken eae 19 Microsoft Excel view of imported CSV report data eecessecseeeecsseeecssecseesecaeeseceaeeeesaeceessecseesesneseeeeaees 20 Report Explained Help Index page ccesccssecsseeseeesceesceescesec
71. ent report page 56 Note This report is generated by agent selection not skillset Logic The report is broken down by Agent and then grouped by skillset and shows the activity for multi Skillset agents for all of the Skillsets into which they were logged on to during the report time period FAQ Q Why are the number of CC Voice Transactions Answered by Agent and CC MMCC Transactions Answered by Agent in this report not the same as the number of CC Transactions Answered in the Call Average by Skillset report A The main difference between both of the reports is that the Call Average by Skillset report displays calls placed in that particular Skillset only whereas the Agent Average NN40040 601 Reports Explained 65 Q A by Agent Legacy report displays all Call Transactions for the Agent regardless of what Skillset they have logged on to The Call Average by Skillset report also reports on calls handled by devices other than an agent for example Voicemail The advantage of this is that the Agent Average by Agent Legacy report enables the User to view Agent activity regardless of what Skillset they were logged on to without having to generate a report for each Skillset An Agent makes 120 Outgoing Calls that lasted under a second each the total accumulated time is 42 seconds Why does the Agent Average by Agent Legacy report display the Outgoing Calls Average Time as 00 00 00 The Outgoing C
72. ents and Other Skillsets during a report period It also presents the Service Level expressed as a percentage This report can be used to determine the fate of calls profiled in a report A Call Profile report can indicate the number of calls in various time slots and if calls are Answered by Agents in a Skillset for example NN40040 601 Reports Explained 107 The Call Profile report can also be used to help determine staffing levels and call peaks on a particular day or for a particular period A Call Profile report that spans several weeks will identify whether a call peak is a general trend in an average week and may indicate a need for higher staff availability on certain days A Call Profile report can also be used to judge the effectiveness of a marketing campaign A report covering one period for a number of previous years can be compared with a report for the year of the marketing campaign An example of a Call Profile report graph page is shown in Figure 39 Call Profile graph gt Report Viewer Windows Internet Explorer DAR view Raw Data csv Reports Explained Hel id 4 ofi gt bi 100 Find Next Select a format Export E Presented Answered and Abandoned Calls g a 5 5 i 5 Z AMIMI C1 SKILL2 2 Skillsets MO Presented Calls GG Presented Calls Abandoned GE Presented Calls Answered Le Local intranet 100 Figure 39 Call Profile graph Th
73. ere were no Agents logged on to the Skillset for the selected Skillsets and time period Formula UsC Average Time to Answer Average time for calls to be answered in the selected Skillsets and time period Formula Total Time To Answer AnC Average Time to Abandon Average time for calls to be abandoned in the selected Skillsets and time period Formula Total Time to Abandon AbC NN40040 601 Reports Explained 125 Average Service Level Average level of service for Contact Center calls in the selected Skillsets and time period Formula Total Pre AnCS AbC Total Pre 100 Presented Calls Total Total presented calls both direct and indirect the Contact Center received for the selected Skillsets and time period Formula Pre Presented Calls Direct Calls that were presented to the Contact Center that were directly received for the selected Skillsets and time period Formula PreD Presented Calls Indirect Calls that were presented to the Contact Center that were indirectly received for the selected Skillsets and time period Formula Prel CC Transactions Answered Total answered Transactions for that time slot and within the selected Skillset and time period Formula AnCT Reporting for Contact Center Reports Explained 126 Reports Explained Presented Calls Abandoned Total abandoned calls for that time slot and within the selected Skillset and time per
74. ernal Call Time Ringing Time The length of time that a call is ringing at an agent s handset The Ringing Time ends when either of the following occur e The Caller abandons the call e The Agent Answers the call or through failing to answer is logged off or e The Agent is automatically set into the Make Not Ready state Supervisor Monitor Time The time a Supervisor spends monitoring an Agent through Feature 906 NN40040 601 Reports Explained 37 Reports This section describes reports and provides example reports Agent Activity by Agent Figure 21 Agent Activity by Agent shows an example Agent Activity by Agent report id 4 fi of1 gt bi 100 7 Find Next Select a format z Export NORTEL Company Name Danishmend Hotels Agents Report Title Agent Activity by Agent Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 23 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity CC Conf NonCC Non CC Conf Pace Transactions Transactions Transactions Sanita Answered by Answered by Answered by Agent Agent Agent No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time 2 1419243 11 1151240 0 000000 8 000054 o 000000 5 000219 2 005205 o 000000 2 000059 0 c80000 o 000000 0 000000 0 000000 Pra i 2 11243 11 111240 0 000000 8 000054 0 0000
75. ervisor entered a monitoring session Start Date and Time left the monitoring session End Date and Time and the details of each agent monitored during that session Each Supervisor Monitor Session is displayed against a gray background and the corresponding Agents monitored in that session are displayed against a white background directly following the Supervisor Monitor Session in the report Logic The report is generated by agent If the agent selected is a supervisor it will list all the agents they have monitored plus any other supervisors that may have monitored them If the agent selected for the reports are not supervisors then it will list the supervisors that may have monitored them This includes monitoring sessions activated through Feature 905 Supervisor Monitoring and any Feature 906 Help Requests made to that supervisor If a help request is accepted and the supervisor monitors the call it will be shown in this report If the help request is declined a monitoring session will be displayed but no activity within that session will be shown Report Fields A description of each of the fields in the report Supervisor The supervisor name and Logon ID of the supervisor monitoring the agent s Formula N A Agent The agent name and Logon ID of the agent being monitored Formula N A NN40040 601 Reports Explained 141 Start Date and Time The start date and time of the monitoring session This is either the ent
76. esecseceaecnaecsaecaeecaeeeaeeeeseeeseeeneeeseserseeseeenaes 21 Page navigation Controls 4 ccccasvecec e EE Eee EE eased AEE EE RE EE EEEE S wens 22 Zoom c ntrol list DOX seses desc boven ee niin DET Ea aN Sot aa iad Geaiaals 22 Find Pext controls erni enaa stecs colivies Bates Mavis Gudea A terns ieee E a E aN Avs 23 Report searched message DOX 0 eee eecesscesecssecssecseecseeeaeeeeeeseeeseceecesecssecsaecsacsecsaecsaecsaeseaeseeeeeeeeeeeeeenaees 23 Export Report select format list boxs iiianoe Siow eee Dae alee ee 23 Export Report ink eieo a banana eo dare pana ees bap vaca ua dec E R E ROS E E R 24 Fil Download dialog DOR riaa a a R A ASe EEE RES 24 Report Export Save As dialog BOX meinas an E E EEA E AN ARRA Ee AAE RAS 25 Download complete dialog Box rnans intanenti e eau R te ca E n E E ARA SR aa 26 Figure 19 Exported report im Adobe PDE iia r e a a aliens et A e ae E EES A 26 Figure 20 Print dialog BOX sienna n a e R e ER e bap A E EA R A tends 27 Figure 2 l Agent Activity by Agent sec cited eS ecrcedssessuse e e A E a e hte e E E E A AEREA 37 Figure 22 Agent Activity by Agent Legacy ccccceescesssssscesscesecesecesecasecacesaecaeecaeecaeeeaeseneseesareeseenseeeaeeeaeenaeenneeneeeas 44 Figure 23 Agent Audit by Agent aian ea aa e atetons ee a A E E A E Ea teas 50 Figure 24 Agent Audit by Agent Legacy jesni neiseis reknar Ea Eea o SANE an SEEK ER o e ER NSn 53 Figr 25 Agent Average by Agent 512 2 sscscccses Gis
77. et before it is answered Time to Abandon Time elapsed until the call was abandoned which is displayed in the format hh mm ss Unstaffed Calls Calls presented to a Skillset when no Agents are logged on to handle the calls NN40040 601 Reports Explained 35 Agent Definitions This part of the section describes terms used for Agents in the Reporting for Contact Center reports or terms common in Contact Centers All Calls Held The length of time that an agent has all their calls on hold at the same time Available Time The length of time that an Agent is available to answer Incoming Calls Break Time Also known as Post Call Completion the time allocated to Agents following the end of an Incoming Contact Center Call Break Time is commonly allocated to Agents to allow them to complete post call administrative tasks Break Time can be extended by the agent during prompted Activity Code input after the call has completed During the Activity Code prompt initiating another Activity Code and then another can extend the break time until the agent has finished entering activity codes or the Activity Code prompt times out after there has been no activity for 2 minutes Therefore some agents who use this Activity Code facility more than others or take longer to use the facility will have longer break times This will be reflected in the reports Incoming Contact Center Transaction Time The time an Agent is engaged in an I
78. etwork Call PSTN and Multimedia Calls Reporting for Contact Center reports on both normal PSTN voice calls and calls conducted through the Nortel Multimedia Contact Center NN40040 601 Introduction 13 Direct Calls Direct Calls are calls answered by the Skillset through the Lines Administration table in the CallPilot Manager In layman terms direct calls are the number of calls a Contact Center handles That is a single call into the Contact Center generates a single Direct Call Indirect Calls Every time a direct call is transferred between Skillsets the call is counted as an Indirect Call Therefore a call to a Contact Center generates a single Direct Call and zero or more Indirect Calls Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control Directory Number CDN Calls and Transactions The separate phases of call transfers are known as Transactions A call can be transferred back and forth between Skillsets and Agents A call can produce any number of Transactions For example an incoming call into Skillset 1 that Agent 1 answers and retains until complete is a single transaction However if Agent 1 transfers the call to Agent 2 or Skillset 2 then the call requires two transactions This is the case whether Agent 2 is in the same Skillset as Agent 1 or in a different Skillset Tracking the separate transactions of a call
79. ge 50 FAQ Q Does the Agent Audit by Agent Legacy report include Agent activity for multiple Skillsets A Yes the Agent Audit by Agent Legacy report will break down the activity for each Skillset All skillsets that an agent has had activity in within the report period will be displayed Report Fields A description of each of the fields in the report Agent ID The Logon ID of the Agent Formula N A NN40040 601 Reports Explained 55 Agent Name Name of the Agent Formula N A Date Activity start date Formula N A Time of Day Activity start time Formula N A Agent Activity The activity type for example Login Time Incoming Call SS 1 Not Ready and Break Time Formula N A Agent Activity Time Duration of the activity with the exception of Logout which does not have a duration associated with it Formula N A Reporting for Contact Center Reports Explained 56 Reports Explained Agent Average by Agent Figure 25 Agent Average by Agent shows an example Agent Average by Agent report Report Viewer Windows Internet Explorer oj x id 4 E of1 gt pi 100 z Find Next Select a format x Export NORTEL Company Name Danishmend Hotels Report Title Agent Average by Agent Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 30 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity CC Conf NonCC Non CC Conf Transactions Tran
80. gent Total Time Agent Call Activity Non CC Conf Transactions Answered by Agent No The total number of Non Contact Center Conference Transactions answered by an Agent Formula N A NN40040 601 Reports Explained 43 Agent Call Activity Non CC Conf Transactions Answered by Agent Total Time The total time an Agent spent on Non Contact Center Conference Transactions Formula Non CC Conf Transactions Answered by Agent Total Time Agent Call Activity Outgoing Calls No The total number of Outgoing Calls made by an Agent Formula N A Agent Call Activity Outgoing Calls Total Time The total time an Agent spent on Outgoing Calls Formula Outgoing Calls Total Time Reporting for Contact Center Reports Explained 44 Reports Explained Agent Activity by Agent Legacy Figure 22 Agent Activity by Agent Legacy shows an example Agent Activity by Agent Legacy report Report Viewer Windows Internet Explorer l4 4 ji of1 gt bi 100 z Find Next Select a format Z Export NORTEL Company Name Danishmend Hotels Agents Report Title Agent Activity by Agent Legacy Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 25 Data Timestamp 29 Jan 2007 11 39 Agent Call Activity CC Voice CC MMCC Non CC Internal Outgoing Transactions Transactions Transactions Transactions Calls ere by pee by Answered by Answered by Agent Agent No Tota
81. hin their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bounced around in their Contact Center If for example Agent 2 has been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also show for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note This report is generated by agent all activity for that agent across all skillsets will be displayed Note This report is generated by agent selection not skillset Logic The report is broken down by Agent and then grouped by skillset and shows the activity for multi Skillset agents for all of the Skillsets into which they were logged on to during the report time period Report Fields A description of each of the fields in the report Login No The instance total for Agent Login sessions Formula N A Reporting for Contact Center Reports Explained 58 Reports Explained Login Average Time The average
82. ined in the Reporting for Contact Center application Reports Explained Describes each report with examples of suggested usage frequently asked questions a description of the fields within the report and the formulas used to derive the values displayed in the fields References Lists documents referenced in the body of this guide Index Provides a cross reference of topics in this guide How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site http www nortel com support This site enables customers to e Download software and related tools Download technical documents release notes and product bulletins Sign up for automatic notification of new software and documentation Search the Support Web site and Nortel Knowledge Base Open and manage technical support cases Reporting for Contact Center Reports Explained 10 How to Use this Guide Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the information you require on the Nortel Support Web site you can get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site and look up the phone number that applies to your region http www nortel com callus
83. iod Formula AbC Presented Calls Disconnected Total disconnected calls within the Contact Center for the selected Skillsets and time period Formula Dis Presented Calls Handled in Another Skillset Total calls that arrived into a Skillset but were moved to another Skillset through the actions of the routing table or transferred to another Skillset Control DN Formula AnCOS Presented Calls Unstaffed Total calls that came into a Skillset when there were no agents logged on to the Skillset for the time slot within the selected Skillsets and time period Formula UsC Service Level Service Level for the time slot within the selected Skillsets and time period Formula Pre AnCS AbC Pre 100 Note PreD Prel Pre NN40040 601 Reports Explained 127 Activity Code by Agent Figure 48 Activity Code by Agent shows an example Activity Code by Agent report Report Viewer Windows Internet Explorer SEE le http 30 30 30 1 1 ReportServer SQLEXPRESS Pages ReportVviewer aspx 2FReportBluePrint 2fReport148rs Command Render amp ReportTable rptActvtC Y Company Name Danishmend Hotels Report Title Activity Code by Agent Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 28 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Activity Code Activity Code Time Average Time 00 07 13 00 01 12 Aisha 3 00 04 05 Agent2 2 00 04 53 Technical Sup 01 17 33 L
84. ions Answered by Agent Total No The total number of CC Transactions answered by an Agent both Voice and MMCC Formula AnCTA CC Transactions Answered by Agent Total Total Time The total time spent on CC Transactions answered by an Agent both Voice and MMCC Formula N A CC Transactions Answered by Agent Voice No The total number of Voice CC Transactions answered by an Agent Formula N A CC Transactions Answered by Agent Voice Total Time The total time spent on Voice CC Transactions answered by an Agent Formula N A Reporting for Contact Center Reports Explained 88 Reports Explained CC Transactions Answered by Agent MMCC No The total number of MMCC Transactions answered by an Agent Formula N A CC Transactions Answered by Agent MMCC Total Time The total time spent on MMCC Transactions answered by an Agent Formula N A Non CC Transactions Answered by Agent Total No The total number of Non CC Transactions answered by an Agent both Internal and External Formula N A Non CC Transactions Answered by Agent Total Total Time The total time spent on Non CC Transactions answered by an Agent both Internal and External Formula N A Non CC Transactions Answered by Agent Internal No The total number of Internal Non CC Transactions answered by an Agent Formula N A Non CC Transactions Answered by Agent Internal Total Time The total time spent on Inter
85. ire monitoring session in the case of the supervisor or the individual session for the agent monitored Formula N A End Date and Time The end date and time of the monitoring session This is either the entire monitoring session in the case of the supervisor or the individual session for the agent monitored Formula N A Reporting for Contact Center Reports Explained 142 Reports Explained System Configuration Figure 53 System Configuration shows an example System Configuration report Report Viewer Windows Internet Explorer mI 63 0 fom af linet e Danishmend Hotels System Configuration 12 Mar 2007 17 48 Schema Version 215 0 App Server Version 2 2 0 0 Contact Centre Version CallCenter_30 00 71 16_01_10_2007 Contact Centre Connection Make historical data requests every 15 Minutes Select an IP Address 30 30 30 10 _ Language United Kingdom English a Figure 53 System Configuration NN40040 601 Reports Explained 143 Summary The System Configuration report provides a means to view and print settings that have been configured for your system together with some other information that can assist support personnel This report can also be used to manually re configure an installation of Reporting for Contact Center if it must be re installed on another PC due to hardware failure Reporting for Contact Center Reports Explained 144 Reports Explaine
86. ity by Agent Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Call Audit a internet 100 Figure 9 Report Explained Help Index page The Reports Explained Help Index page allows the user to navigate to any other report explanation as well as 3 sections to explain the usage of the Reports Explained Help as follows Fundamental Concepts This page provides the concepts fundamental to understanding the background of the reports in the Reporting for Contact Center application Report Concepts This page provides information on the format of the reports and their Reporting for Contact Center Reports Explained 22 Introduction e Report Abbreviations and Terms This page provides a breakdown to the report explanations an abbreviations table of data items used for the report field formulas and report and agent definitions Navigation To navigate through a multi page report use the navigation buttons on either side of the Current Page box or manually enter a page number and press Enter See Figure 10 Page navigation controls Id 4
87. l Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time No Total Time Total 2 411213 41 111240 5 000219 2 005205 0 0000 2 080059 0 000000 0 WOOO o OOOO o 000000 Ph 1 2 141243 11 111240 5 000219 2 005205 0 0000 2 000059 0 000000 0 000000 0 000000 0 000000 Siset 1 1 2 11213 Tr Transfer Ov Overflow Ot Other Note Reports do not include calls in progress Page 1 of 1 Local intranet Figure 22 Agent Activity by Agent Legacy Summary The report displays the instances and total durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Break Time Not Ready and Supervisor Monitor Agent Call Activities are call states some of which are specific to a particular skillset these are CC Voice Transactions Answered by Agent and CC MMCC Transactions Answered by Agent The remaining agent call activities Non CC Transactions Answered by Agent Internal Transactions Answered by Agent
88. ll has been transferred Tr overflowed Ov or by some other method Ot passed to another agent who is then temporarily assisting that skillset For example Agent 1 is logged on to Skillset 1 only Agent 2 is logged on to Skillset 2 only A call arrives at Skillset 1 and is answered by Agent 1 then by pressing Feature 70 Agent 1 transfers the call to Agent 2 Agent 2 is not logged on to Skillset 1 but is temporarily borrowed into the skillset while they handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents within their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bounced around in their Contact Center If for example Agent 2 has been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also sh
89. llset CDN either through the routing table or by manual F70 transfer Q Which Skillsets answer the Transactions in the CC Transactions Answered column A The call transactions in this report include all transactions answered in the each of the Skillsets Remember that a transferred call borrows the Agent in to that Skillset even if they are not logged on to it For example Agent A transfers a call from Skillset 1 to Agent B who is not logged on to that Skillset they are logged on to Skillset 2 only they are temporarily borrowed into this Skillset Skillset 1 and the Call Transactions Answered by Agent field is incremented by 2 for each answered transaction of the call Report Fields A description of each of the fields in the report Presented Calls Total presented calls both direct and indirect to the Contact Center for the selected Skillsets and time period NN40040 601 Reports Explained 109 Formula Pre Presented Calls Disconnected Total Disconnected calls for the selected Skillsets and time period Formula Dis CC Transactions Answered Total Answered Transactions this includes transferred calls in the Contact Center for the selected Skillsets and time period this statistic is not the same as answered Contact Center calls Formula AnCT CC Transactions Abandoned Total Abandoned Transactions in the Contact Center for the selected Skillsets and time period Formula AbC CC Transactions Answered by Agents
90. llsets Displays the Calling Line Identification CLID of the caller If the CLID is not available then the Target Line number is displayed and if that is not available then the Physical Line is displayed If the Call was a multimedia browser call only the CLID is presented as the name that was specified in the Multimedia Contact Center Setup page within the MMCC Formula N A Displays the Dialed Number Identification Service DNIS of a call the number the caller dialed to reach the Contact Center Formula N A Displays the skillset the call belonged to before it was answered Formula N A Time to Answer Time elapsed until the call was answered in the format hh mm ss Formula N A NN40040 601 Reports Explained 103 Call Average by Skillset Figure 37 Call Average by Skillset shows an example Call Average by Skillset report Report Viewer Windows Internet Explorer BAR E http 30 30 30 11 ReportServer 5QLEXPRESS Pages ReportViewer aspx 2fReportBluePrint 2fReport 108rs Command Render amp ReportTable rptCallAvg V EmA C JRE Selec a format export G NORTEL Company Name Danishmend Hotels Report Title Call Average by Skillset Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 28 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Answered Average Time Abandoned Average Time Answered Average to Answer to Abandon Answered Incoming Time 00 00 2
91. lset the Activity Codes are presented in alphabetical order with the average call duration time the number of pegs and the actual accumulated time of all the calls that were associated with each Activity Code Activity Codes can be used to determine different things If an Activity Code represented each magazine or publication in which advertisements had been placed and each incoming caller was asked to indicate where they saw the advertisement they were responding to this data can be used to indicate which publications are the most effective advertising vehicles Activity Codes can be used to identify different types of calls For example a Help Desk could have Activity Codes for different products that they support The data can then be examined to determine which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call For example Activity Codes could be established to represent Credit Account Application Letter Sent or say Catalog Posted Logic This report displays Activity Code usage grouped by Activity Codes and grouped again for each included Skillset Each line of data is a total of Activity Code pegs that were entered over the period selected in the report generation Report Fields A description of each of the fields in the report Activity Code Name of the Activity Code as entered in the CallPilot Man
92. lset s Agent s Activity Codes CLID or DNIS Click Find to open the Call Audit Search Results page c A list of all the calls that match the search criteria will be displayed see Figure 58 Call Audit Search Results page For each call the search results will display the Key CLID DNIS Start Date and Time End Date and Time and the Media type for example MMCC or PSTN that the call was initially presented to NN40040 601 Reports Explained 149 Nortel Reporting for Contact Center Windows Internet Explorer Go X Je http localhost rcc2 5 report_pages call_selectParams asp s x Google Ve a Nortel Reporting for Contact Center gt BE BR y cp page G Toos Help v 2 5 412 0 61 Call Audit Please select a call to view Real Time In m Start Date and Time End Date and Time Media Type 26 Sep 2006 14 14 15 26 Sep 2006 14 14 28 BTT 26 Sep 2006 14 14 20 26 Sep 2006 14 14 31 26 Sep 2006 14 29 28 26 Sep 2006 14 29 41 26 Sep 2006 14 29 31 26 Sep 2006 14 29 47 26 Sep 2006 14 29 33 26 Sep 2006 14 29 52 Wallboard Setup Time Bins Setup 26 Sep 2006 14 29 36 26 Sep 2006 14 29 57 Reports and Schedules 26 Sep 2006 15 06 20 26 Sep 2006 15 06 33 Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 26 Sep 2006 15 06 23 26 Sep 2006 15 06 41 oo NY OD Hh ew YH 26 Sep 2006 15 06 25 26 Sep 2006 15 06 46 26 Sep 2006 15 06 27 26 Sep 2
93. lustrates the usage Activity Codes pegging grouped by Agent and broken down for each Activity Code ranked according to their usage by each Agent within each Skillset NN40040 601 Reports Explained 131 Each Agent s Activity Codes are listed in descending order of use together with the average call duration time the number of pegs entered and the accumulated time of all the calls that were associated with each Activity Code The data can be used to determine which activities or call types each Agent spends the most time on or has been most frequently involved with Logic This report is generated for the selected Skillsets It groups the Activity Code usage of each Agent who entered Activity Codes in the period covered by the report and then lists the Activity Codes together with their peg count and total durations Each line of data is a total of Activity Code pegs for a single Activity Code for a single Agent over the period selected for the report Report Fields A description of each of the fields in the report Agent Agent that entered the Activity Code Formula N A Activity Code Activity Codes used by the Agent If this is blank then the Agent does not have any pegs recorded against them Formula N A Activity Code Time The portion of the call when pegging was selected See Activity Code Time page 128 Formula N A Reporting for Contact Center Reports Explained 132 Reports Explained
94. mber of Answered Calls will be 1 but the number of Answered Call Transactions will be 2 Q Why is the Average Time to Answer duration in the Call Average by Skillset report not the same as that in the Summary report A The Average Time to Answer in the Call Average by Skillset report is calls based and is calculated by dividing the total time by the total number of calls answered Whereas the Summary report is transaction based and calculates the Average Time to Answer by dividing the total time by the total number of transactions made One call can comprise of one or more transactions such as when a call answered by Agent 1 is transferred to and answered by Agent 2 Here two transactions occurred for one call made to the Contact Center Report Fields A description of each of the fields in the report Presented Calls Answered The number of calls answered NN40040 601 Reports Explained 105 Formula Presented Calls Answered AnC Presented Calls Average Time to Answer The average time for a Contact Center call to be answered Formula Presented Calls Average Time to Answer Total Time to Answer AnC Presented Calls Abandoned The number of Abandoned Calls Formula Presented Calls Abandoned AbC Presented Calls Average Time to Abandon The average time for a Contact Center call to be Abandoned Formula Presented Calls Average Time to Abandon Total Time to Abandon AbC CC Tra
95. ming Call by Skillset graph eeeseseeeseseseesseesrstsrertsrsssrstsrttrststsstsrsrettetstseststetretstststtsesrereeretsersrsett 112 Figure 42 Summary reports eiieeii p iatea eneo eas ee Sn en EVEA EEE VEe Era ETE E S EES OK AET ESE AS ASEE TE EER NE aas 117 Figure 43 Summary report graph Presented Calls 0 eccceecsseeccssecssesecnersecseeecsecssesecseesecseseeesaeceeeecsaeeeeeaesaeeeeens 118 Figure 44 Summary report graph Presented Calls Answered cccsssccssessseseceeeeeceseeecseseeeecsaeceessecaeeeeenecaeeeeens 119 Figure 45 Summary report graph Presented Calls Abandoned ec eeesessescssecrseseceeeeeceeeeceaeeeeesecaeeeeenecaeeeeens 120 Figure 46 Summary report graph Presented Calls Handled in Another Skillset ce eeceeeeseceeeeceeeeeeeeceeeeeene 121 Figure 47 Summary report graph Service Level ceeecescssesccssecseeseceeseesecneesecsaeeeceaecaessecaeesecnaeeecsaeesesneseeeeaees 122 Figure 48 Activity Code by Agent resinen eee eesi o Vinee eiie isinen Ea Kini kear a Eeer eii Eens Esr avae eea ia iea 127 Figure 49 Activity Code by PESsin o nitent esia tees s nenea rE E ELA a EEA E N e ieee 130 Figure S0 Activity Code by Skillset ic ranita iore ara E E E se he ee 133 Figure St Help Request by Supervisory ioni te o nne ee EL AE EE EE AE N E E E r ea Eae 136 Figure 52 Supervisor Monitor by Agente siese eeta e Eae KAE E E E EEE E EE E E E E E A 139 Fig re53 System Configuration scssi na E eea e
96. mula N A NN40040 601 Reports Explained 139 Supervisor Monitor by Agent Figure 52 Supervisor Monitor by Agent shows an example Supervisor Monitor by Agent report Report Viewer Windows Internet Explorer id 4k of1 dD pi 100 zi l Find Next Selecta format Expot 6 NORTEL Company Name Report Title Report Period Report Created Danishmend Hotels Supervisor Monitor by Agent 29 Jan 2007 00 00 to 29 Jan 2007 11 19 12 Mar 2007 17 47 Data Timestamp 29 Jan 2007 11 39 No of Agents Selected 1 Agents Phil Start Date and Time End Date and Time Monitor Call Agent2 2 Monitor Agent2 2 Monitor Call Agent2 2 Monitor Agent2 2 Monitor Agent2 2 Monitor Call Agent2 2 Monitor Agent2 2 Monitor Phil 1 Monitor Phil 1 Note Reports do not include calls in progress Figure 52 Supervisor Monitor by Agent 2007 01 29 10 24 14 2007 01 29 11 07 35 2007 01 29 11 07 36 2007 01 29 11 08 05 2007 01 29 11 13 29 2007 01 29 11 14 22 2007 01 29 11 15 16 2007 01 29 10 26 49 2007 01 29 11 17 48 2007 01 29 10 24 40 2007 01 29 11 07 41 2007 01 29 11 07 42 2007 01 29 11 08 21 2007 01 29 11 14 51 2007 01 29 11 14 51 2007 01 29 11 16 12 2007 01 29 10 27 01 2007 01 29 11 18 07 Page 1 of 1 Reporting for Contact Center Reports Explained 140 Reports Explained Summary The Supervisor Monitor by Agent report lists the instances when the Sup
97. n Jun Jun Jun Period v Local intranet 100 7 Figure 45 Summary report graph Presented Calls Abandoned NN40040 601 Reports Explained 121 Report Viewer Windows Internet Explorer Find Next Select a format Export Presented Calls Handled in Another Skillset at v n i o 5 G a amp 5T 2 T c 5 2 a oO B o o v E a 0 0 20 1 20 2 20 3 20 4 20 5 20 6 20 8 20 9 20 10 20 11 20 12 20 Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Period v J Local intranet 100 Figure 46 Summary report graph Presented Calls Handled in Another Skillset Reporting for Contact Center Reports Explained 122 Reports Explained Report Viewer Windows Internet Explorer gt iv Find Next Select a format Export Service Level a T gt b ta m 2 gt p n 0 0 20 1 20 2 20 3 20 4 20 5 20 6 20 7 20 9g 20 1020 11 20 12 20 Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Jun Period v amp Local intranet 100 Figure 47 Summary report graph Service Level Each graph is a bar chart profile of the report period These graphs allow data correlations to be highlighted and then investigated using other more detailed reports Logic The summary report is generated for selected Skillsets Depending on the date range the report is broken down into one of the following pe
98. n Agent Formula Not Ready Total Time Agent State Activity Supervisor Monitor No The instance total for a Supervisor in the Supervisor Monitor state Formula N A Agent State Activity Supervisor Monitor Total Time The total Supervisor Monitor time for a Supervisor monitoring Agents Formula Supervisor Monitor Total Time Reporting for Contact Center Reports Explained 48 Reports Explained Agent Call Activity CC Voice Transactions Answered by Agent No The total number of Voice Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC Voice Transactions Answered by Agent Total Time The total time an Agent spent on CC Voice Transactions Formula CC Voice Transactions Answered by Agent Total Time Agent Call Activity CC MMCC Transactions Answered by Agent No The total number of MMCC Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC MMCC Transactions Answered by Agent Total Time The total time an Agent spent on CC MMCC Transactions Formula CC MMCC Transactions Answered by Agent Total Time Agent Call
99. n about Answered Time Bins see Reporting for Contact Center Setup and Operations Guide NN40040 304 There are six Time Bins A seventh Time Bin which captures all values higher than the sixth Time Bin is appended automatically A graphical representation of the number of calls in each of the Time Bins is also included in the report as shown in Figure 35 Answered Calls by Skillset graph Reporting for Contact Center Reports Explained 98 Reports Explained Report Viewer Windows Internet Explorer BAR View Raw Data CSV Reports Explained Help id 4 of 1 gt bl w Find Next Select a format w Export 4 a Answered Calls by Skillset Time Bin 1 E Timne Bin 2 E Time Bin 3 E Time Bin 4 E Time Bind MS Time Bin 6 MS gt Time Bin 6 Timebins Local intranet R 100 Figure 35 Answered Calls by Skillset graph In this example Time Bin increments range between 10 seconds and 1 minute The seventh Time Bin captures any call that is answered after waiting more than one minute Any Skillset Supervisor can review the figures of an Answered Calls by Skillset report to determine how long the calls answered in Skillsets had to wait before they were answered For information about average call lengths see Call Average by Skillset report page 103 Logic Calls that are transferred directly between Agent sets are not included in this report This report covers only the time that calls wai
100. nal Non CC Transactions answered by an Agent Formula N A NN40040 601 Reports Explained 89 Non CC Transactions Answered by Agent External No The total number of External Non CC Transactions answered by an Agent Formula N A Non CC Transactions Answered by Agent External Total Time The total time spent on External Non CC Transactions answered by an Agent Formula N A Reporting for Contact Center Reports Explained 90 Reports Explained Abandoned Calls by Skillset Figure 31 Abandoned Calls by Skillset shows an example of an Abandoned Calls by Skillset report Report Viewer Windows Internet Explorer Company Name Danishmend Hotels Report Title Abandoned Calls by Skillset Report Period 20 Jun 2007 12 00 to 20 Jun 2007 12 17 Report Created 20 Jun 2007 19 24 Data Timestamp 20 Jun 2007 15 15 Skillsets WMMMMMMMMMMMMMMW SKILL2 2 33 0 0 1 17 1 17 0 0 0 0 2 33 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 33 0 0 1 17 1 17 0 0 0 0 2 33 SKILL2 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Figure 31 Abandoned Calls by Skillset NN40040 601 Reports Explained 91 Summary For each of the Skillsets included in the report the total number of abandoned calls is displayed Each Abandoned Call within a Time Bin is also displayed This figure is also represented
101. nced around in their Contact Center If for example Agent 2 has been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also show for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note If you request this report for an Agent you will receive a report listing activities across all of the skillsets that agent has logged on to for the period selected Note This report is generated by agent selection not skillset Logic The report will display the Agent activity for all Skillsets into which they were logged on to for the period of the report It is broken down by Agent then by skillset Note The report does not display all activity for an agent therefore you cannot add up the totals in this report and expect them to match the total logged on time for the Agent To view all Agent Activity including Ringing Not Available and All Calls Held after an upgrade from RCC 2 4 see the Agent Activity by Agent report page 37 FAQ Q Does the Agent Activity by Agent Legacy report include all Agent activity for whatever Skillset they logged on to A No the Agent Activity by Agent Legacy report does not include Ringing Not Available Time or All Calls Held
102. ncoming Contact Center Call either a PSTN or a Multimedia Call Internal Call Time The time an Agent spends on internal calls MMCC Reserved Time After a caller selects the call feature on the MMCC webpage the Contact Center finds an available Agent The MMCC Reserved Time is the time when an Agent is then reserved by the Contact Center before making an outbound call back to the caller Non Contact Center Transaction Time Time spent on incoming non Contact Center calls which are calls that came in directly to the Agent s DID line and not through the Contact Center Reporting for Contact Center Reports Explained 36 Reports Explained Not Available Time The length of time that an Agent is not available to answer Incoming Calls through for example initiating F981 Voicemail lifting the receiver or any other action that prevents the agent from being distributed a call by the Contact Center that is not already classified by another agent state for example Not Ready and Break Time Not Ready Time The duration of time when either the Agent invoked the Make Not Ready feature to indicate they are not available to take calls or the Contact Center placed the calls in the Not Ready state because the Agent did not answer a call or is active on an internal call Outgoing Call Time The time an Agent spends on calls made to a number outside the BCM It is not the time spent on an internal or intercom call which is the Int
103. nd for how long the Contact Center was working at its maximum Agent capacity The Agent Capacity by Skillset report does not consider instances when there were no Agents logged on it only reflects staffed periods The Agent Capacity by Skillset report displays the Grouping information and the Skillset information Both of these include totals displayed at the top of each section on the first row Note When displaying the total there is no entry for either Start Date and Time or End Date and Time fields Logic The time is noted when all logged on Agents are unavailable to answer a call and when an Agent becomes available to take a call The duration between these two times indicates the amount of time that there were no agents available The Grouping values represent the instances when all Agents were unavailable across all selected Skillsets For example if in Skillset 1 all agents become busy at 11 12 a m for 10 minutes and in Skillset 2 all agents become busy at 11 15 a m for 15 minutes This means that from 11 15 to 11 22 7 minutes all agents were busy in both Skillset 1 and 2 This will count towards the Grouping values Report Fields A description of each of the fields in the report Untitled Skillset Name and ID or Grouping Formula N A Reporting for Contact Center Reports Explained 72 Reports Explained Instances Instances are the number of times when all of the agents in the skillset or grouping b
104. nitor state Formula N A Agent State Activity Supervisor Monitor Total Time The total Supervisor Monitor time for a Supervisor monitoring Agents Formula Supervisor Monitor Total Time Reporting for Contact Center Reports Explained 84 Reports Explained Agent Call Activity CC Voice Transactions Answered by Agent No The total number of Voice Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC Voice Transactions Answered by Agent Total Time The total time an Agent spent on CC Voice Transactions Formula CC Voice Transactions Answered by Agent Total Time Agent Call Activity CC MMCC Transactions Answered by Agent No The total number of MMCC Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC MMCC Transactions Answered by Agent Total Time The total time an Agent spent on CC MMCC Transactions Formula CC MMCC Transactions Answered by Agent Total Time Agent Call Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of trans
105. nsactions Answered The number of Contact Center transactions Formula CC Transactions Answered AnCT CC Transactions Average Answered Incoming Time The average duration of a Contact Center call Formula CC Transactions Average Answered Incoming Duration Total Incoming Call Time AnCT Reporting for Contact Center Reports Explained 106 Reports Explained Call Profile Figure 38 Call Profile shows an example Call Profile report Report Viewer Windows Internet Explorer Find Next Select a format Danishmend Hotels Call Profile 20 Jun 2007 12 00 to 20 Jun 2007 12 35 20 Jun 2007 19 31 Data Timestamp 20 Jun 2007 15 25 Skillsets WMMMMMMMMMMMMMMW SKILL2 Report Time Presented Presented cc cc cc cc cc cc cc cc Service Periods Calls Calls Transactions Transactions Transactions Transactions Transactions Transactions Transactions Transactions Level Disconnected Answered Abandoned Answered by Answered By Answered By Answered By Answered By Handled in Agent Voicemail Operator Overflow Non Agents Agents Skillset a rc Figure 38 Call Profile Summary This report provides a profile of the Transactions within the Contact Center broken down into Hour Day and Month This report demonstrates numbers of calls presented to the Skillsets in the report and the number Answered Abandoned Disconnected Answered by Agents Voicemail Operator Overflow Agents Non Ag
106. nt Legacy Report Period 29 Jan 2007 00 00 to 29 Jan 2007 11 19 Report Created 12 Mar 2007 17 28 Data Timestamp 29 Jan 2007 11 39 No of Agents Selected 1 Agents 29 Jan 2007 29 Jan 2007 29 Jan 2007 Supervisor Monitor Beseteb te Tie anan rn Figure 24 Agent Audit by Agent Legacy Summary The activity of an Agent broken down into specific entries on each action performed Reporting for Contact Center Reports Explained 54 Reports Explained Note This report is intended to provide a highly detailed picture of an Agent s activities and is intended to be used to produce detailed high resolution reports covering small numbers of agents over short periods of time If the report period is long more than an hour or there are many agents included in the report this report could be very long If the Agent is a multi Skillset Agent all of their activities will be included for all Skillsets into which they are signed for the duration of the report Logic This report is generated for the selected Agents and is grouped by Agent then by skillset Note You cannot add up the times in this report and expect them to match the total logged on time for the Agent The Agent Activities not included in the report are Ringing Not Available and All Calls Held To view all Agent Activity including Ringing Not Available and All Calls Held after an upgrade from RCC 2 4 see the Agent Audit by Agent report pa
107. nu bar and toolbar ccccceceeeceeceeceneeeeeeeeeeeeeeseeeessaeeseneees 14 Reports Explained seinissisecacicigisinestausasuntiupinastsuancncbdeanephinthistaueensiivns 29 EE E EE E E E E I TE A T AE A E AE A 29 Explanation of Terms Used within Reporting for Contact Center s s 30 Report DEFINITIONS x er etare enet enek rta eeN E E ERE Sdenaes thhsaeeteiceiaasseediayaaals 30 Agen Deninmtions seslerden aA ERS RAAE ea Akre aa Ea eS Eaa EAE aeS Erai 35 FROPOIMS 32 PEE E EA AE E TETEE EE A EE EAE TEET 37 Agent Activity by AGEME rrethana nA RS RAEE A AEE t AAE eS EA REE eai 37 Agent Activity by Agent Legacy ccceesceeeeeeeceeeeeeeaeeseeeeeseaeeesaeeteeeseeeees 44 Agent Audit by AGOM sireenin aen AAE Aen Aea EAER E AERES EEEa rE AEREA ESEESE 50 Agent Audit by Agent Legacy ssssssseesseessesseesseessnesinnsrnnnrennrnnnssnnernnennnenn 53 Agent Average by AGEME ccccscceeseneeeeseeeeeeeeeeeeeeaeeeeseenaeeeseeseneeeeeeeneeeees 56 Agent Average by Agent Legacy eeecteceeeetneeeeeeteeeeetiaeeeeeetaeeeeeetaeeeenes 63 Agent Capacity by SkillS teciie 25cctesceteedleeesticee divtiee veda eee a decedent 70 Agent Profile by Agent asosni ee dea aa ea beat veh aa aeaaeae 73 Agent Profile by Agent Legacy seseesseesseesssessrsssrrsnssnnnennrnnnnnnsennernnnn 80 Call Breakdown by AQemt c cccecceceeeeeeeeeeeeeeeeceeeeceaeeeeaaesneeeeeeaeeeeaeeeeneeeen 86 Abandoned Calls by SkillSet cccccccee
108. o The instance total for an Agent in the Not Available state Formula N A Agent State Activity Not Available Total Time The total Not Available time for an Agent Formula Not Available Total Time Reporting for Contact Center Reports Explained 40 Reports Explained Agent State Activity Ringing No The instance total for an Agent in the Ringing state Formula N A Agent State Activity Ringing Total Time The total Ringing time for an Agent Formula Ringing Total Time Agent State Activity All Calls Held No The instance total for an Agent in the All Calls Held state Formula N A Agent State Activity All Calls Held Total Time The total All Calls Held time for an Agent Formula All Calls Held Total Time Agent State Activity Break Time No The instance total for an Agent in the Break Time state Formula N A Agent State Activity Break Time Total Time The total Break Time for an Agent Formula Break Time Total Time NN40040 601 Reports Explained 41 Agent State Activity Not Ready No The instance total for an Agent in the Not Ready state Formula N A Agent State Activity Not Ready Total Time The total Not Ready time for an Agent Formula Not Ready Total Time Agent State Activity MMCC Reserved No The instance total for an Agent in the MMCC Reserved state Formula N A Agent State Activity MMCC Reserved Total Time The total MMCC Reserved time for an Agent
109. outgoing call will be displayed Monitor session activity is not a mutually exclusive action and can be performed whilst another Agent action is currently active Therefore the values that represent monitor session cannot be included in calculations totaling agent activity This is represented by gray text in the report Note You can add up the times in this report except for Monitor Session activity items grayed out and expect them to match the total logged on time for the Agent Report Fields A description of each of the fields in the report Agent ID The Logon ID of the Agent Formula N A Agent Name Name of the Agent Formula N A Date Activity start date Formula N A Reporting for Contact Center Reports Explained 52 Reports Explained Time of Day Activity start time Formula N A Agent Activity The activity type for example Login Time Incoming Call SS 1 Not Ready and Break Time Formula N A Agent Activity Time Duration of the activity with the exception of Logout which does not have a duration associated with it Formula N A NN40040 601 Reports Explained 53 Agent Audit by Agent Legacy Figure 24 Agent Audit by Agent Legacy shows an example Agent Audit by Agent Legacy report Report Viewer Windows Internet Explorer Id 4 fi oip pi 100 zi Find Next Select a format NORTEL K Company Name Danishmend Hotels Report Title Agent Audit by Age
110. ow for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note If you request this report for an Agent you will receive a report listing all activities across all skillsets that agent has logged on to for the period selected Note This report is generated by agent selection not skillset Logic The report will display the profile for all Agent activity for all Skillsets into which they were logged on for the period of the report It is broken down by Agent then by skillset and finally each Login session is broken out Note You can add up the totals in this report and they will match the total logged on time for the Agent NN40040 601 Reports Explained 75 Report Fields A description of each of the fields in the report Login No The instance total for Agent Login sessions Formula N A Login Total Time The total log on time for an Agent Formula Login Total Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Total Time The total Available time for an Agent Formula Available Total Time Agent State Activity Not Available No The instance total for an Agent in the Not Available state Formula N A Reporting for Contact Center Reports Explained
111. plained 92 Reports Explained Logic If a call is a Contact Center call while at the Control DN of the Skillset and the caller hangs up the call is classified as Abandoned This includes direct and indirect calls to a Skillset Report Fields A description of each of the fields in the report Presented Calls Abandoned Number of presented calls abandoned for the Skillset totals and each Skillset selected Formula Presented Calls Abandoned AbC AbC direct AbC indirect Time Bins 1 6 Each Presented Call that was abandoned within the time period stipulated in the relevant Time Bin is included in the figure and as a percentage of the total number of abandoned calls Formula N A NN40040 601 Reports Explained 93 Abandoned CLID DNIS An example CLID DNIS Report is shown in Figure 33 Abandoned CLID DNIS Report Viewer Windows Internet Explorer le http 30 30 30 11 ReportServer SQLEXPRESS Pages Report viewer aspx 2FReportBluePrint 2FReport8ers Command Render amp ReportTable rptAbndnd V e id 4 i Jofa gt pi 100 Find Next Select a format Export G NORTEL Company Name Danishmend Hotels Report Title Abandoned CLID DNIS Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 28 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Time of Day Key Skillsets Time to Abandon 28 Feb 2007 x SKILL2 2 00 02 02 28 Feb 2007 SKI
112. ple move to Skillset rule for the selected Skillset and time period Formula LSSOT Presented Calls that Left Skillset via Routing Table Total Presented Calls that have left the Skillset due to a rule in the call routing table for the selected Skillset and time period The rule includes Move to Skillset and Transfer to Skillset Control DN only all other scenarios Transfer to Extension and Transfer to External remain within the Skillset and will not affect this field Formula LSSRT Presented Calls Unstaffed Total Presented Calls that came into a Skillset when there were no agents logged on to the Skillset for the selected Skillsets and time period Formula UsC Reporting for Contact Center Reports Explained 116 Reports Explained Presented Calls Less than Primary Alert Total Presented Calls answered before the primary alert threshold for the selected Skillsets and time period Formula AnCLP Presented Calls Greater than Primary Alert Total Presented Calls answered after the primary alert threshold but before the secondary alert threshold for the selected Skillsets and time period Formula AnCGP Presented Calls Greater than Secondary Alert Total Presented Calls answered after the secondary alert threshold for the selected Skillsets and time period Formula AnCS Service Level Service Level for the selected Skillsets and time period Formula Pre AnCS AbC Pre 100 NN40040
113. r example Agent 2 has been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also show for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note If you request this report for an Agent you will receive a report listing their activities across all skillsets that agent has logged on to for the period selected To view all Agent Activity including Ringing Not Available and All Calls Held after an upgrade from RCC 2 4 see the Agent Profile by Agent report page 73 Note This report is generated by agent selection not skillset Logic The report will display the profile for Agent activity across all Skillsets into which they were logged on for the period of the report It is broken down by Agent then by skillset and finally each Login session is broken out Note The report does not display all activity for an agent therefore you cannot add up the totals in this report and expect them to match the total logged on time for the Agent FAQ Q Does the Agent Profile by Agent include activity for each Agent A Yes and it will include Agent Activity across all Skillsets they have logged on to Reporting for Contact Center Reports Explained 82 Reports Explained
114. r those 2 pegs will be the length of the call divided by 2 If one peg is entered call time is recorded and another peg is then entered The first peg will record activity time up to the point that the second peg is entered The remainder of call time is allocated to the second peg Formula N A NN40040 601 Reports Explained 129 Pegs Number of times that peg was used Formula ACP Average Time Average call time associated with that peg for that Agent Formula Total Time for each peg ACP Reporting for Contact Center Reports Explained 130 Reports Explained Activity Code by Pegs Figure 49 Activity Code by Pegs shows an example Activity Code by Pegs report Report Viewer Windows Internet Explorer i4 4 _Jofa gt pi roos __ Find Next Select a format _ I Export NORTEL Company Name Danishmend Hotels Report Title Activity Code by Pegs Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 29 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Agent Activity Code Activity Code Time Agent2 2 Total 00 07 25 Customer Service 00 04 53 Aisha 3 Total 00 04 05 Agent4 4 Total 01 18 44 Technical Sup 01 17 33 NO PEG 00 00 22 Note Reports do not include calls in progress Figure 49 Activity Code by Pegs Summary Average Time 00 01 29 00 04 53 00 02 02 00 39 22 01 17 33 00 00 22 Page 1 of 1 This report il
115. results in a more accurate and understandable representation of the activity within a Contact Center Transactions and Direct and Indirect Calls If an incoming Contact Center call requires a series of transactions within one CDN the second and subsequent transactions do not affect the Direct and Indirect Call totals because these transactions are not new Incoming Calls Contact Center Transactions A Contact Center Transaction belongs to a call that does not arrive directly at an Agent s phone through Direct Inward Dialing DID Auto Attendant AA or Custom Call Routing CCR but rather through a Call that originated as a Contact Center Call Non Contact Center Transactions A non Contact Center Transaction belongs to a call that arrives directly at an Agent s phone through DID AA or CCR for example Reporting for Contact Center Reports Explained 14 Introduction Report Concepts This part of the chapter provides information on the format of the reports and their usage Report Headers Each report contains an information header that consists of some or all of the following Company Name Report Title Report Period The start time and date and an end time and date of a report Report Created The time and date that the report was created Data Timestamp The time and date the Contact Center generated the report data Skillsets The Skillsets included in the report Agents The Agents included in
116. riods Hourly if the report period is less than 48 hours Daily if the report period is less than one month and Monthly if the report period is longer than one month A summary of the totals of certain call types and an average of call lengths and levels of service is also provided FAQ Q Why is the Presented Calls Handled in Another Skillset different to the CC Transactions Handled In Another Skillset in the Call Profile report A The Calls Handled in Another Skillset column in the Summary report does not include Manual Transfer to Skillsets when already answered This column is only interested in NN40040 601 Reports Explained 123 Q A Q A calls that have been answered the first time not when the calls have already been answered Which Skillsets answer the Transactions in the CC Transactions Answered column The call transactions in this report include all transactions answered in the each of the Skillsets Remember that a transferred call borrows the Agent in to that Skillset even if they are not logged on to it For example Agent A transfers a call from Skillset 1 to Agent B who is not logged on to that Skillset they are logged on to Skillset 2 only they are temporarily borrowed into this Skillset Skillset 1 and the Call Transactions Answered by Agent field is incremented by 2 for each answered transaction of the call Why is the Average Time to Answer duration in the Call Average by
117. rmula N A CLID Calling Line Identification of the caller Formula N A Reporting for Contact Center Reports Explained 146 Reports Explained Call Audit Figure 55 Call Audit shows an example Call Audit report Report Viewer Windows Internet Explorer BE x http 30 30 30 13 Reportserver 5SQLEXPRES5 2fReportBluePrint 2fCallAudit amp rs Command Render amp ReportTable rptCallAuditb6d767d2f8ed5d21a44b0e5886680cb98 amp PageFooter Note 20 20Re V NMiew Raw Data CSV Reports Explained Hel id 4 ofi gt bi Page Width Find Next Select a format Export f Company Name Danishmend Hotels Report Title Call Audit Report Created 09 Jun 2007 06 06 Data Timestamp 08 Jun 2007 09 58 Key cLID DNIS Start Date and Time End Date and Time Duration Call Step Call Status Media 2 P224 33599 30 May 2007 10 44 12 30 May 2007 10 44 52 00 00 40 30 May 2007 10 44 12 30 May 2007 10 44 52 00 00 40 Direct Call WMMMMMM MMMM PSTN MM MMW 1 CDN 30 May 2007 10 44 50 30 May 2007 10 44 52 00 00 02 Routed to Agent2 2 SET PSTN Note Reports do not include calls in progress Page 1 of 1 Internet 100 Figure 55 Call Audit Note You must generate this report exclusively that is it must be generated by itself When selecting this report all other report check boxes that have been selected will be cleared and disabled Note You cannot schedule this report to print through the daily weekly or monthly s
118. s been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also show for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note If you request this report for an Agent you will receive a report listing all activities across all of the skillsets that agent has logged on to for the period selected Note This report is generated by agent selection not skillset Logic The report will display all the Agent activity for all Skillsets into which they were logged on to for the period of the report It is broken down by Agent then by skillset Note You can add up the totals in this report and they will match the total logged on time for the Agent Report Fields A description of each of the fields in the report NN40040 601 Reports Explained 39 Login No The instance total for Agent Login sessions Formula N A Login Total Time The total log on time for an Agent Formula Login Total Time Agent State Activity Available No The instance total for an Agent in the Available state Formula N A Agent State Activity Available Total Time The total Available time for an Agent Formula Available Total Time Agent State Activity Not Available N
119. sactions Handled in Another Skillset The number of Transactions answered in a Skillset other than the one the call arrived in Reporting for Contact Center Reports Explained 32 Reports Explained Control Directory Number The Control Directory Number Control DN or CDN is the extension number of a Contact Center Skillset The Control DN is used to transfer calls to a Skillset The installer is responsible for assigning a Control DN to each Skillset before the Skillset can be enabled Delayed Call The Delayed Answer feature reduces Toll Charges for queuing calls This feature prevents the Contact Center from answering calls and playing greetings when no agents are available When Delay Answer is activated within a Skillset waiting callers hear a ring back tone When a call comes in on a line for a Skillset that does not have any available agents the call is not answered until either the Delay Answer time elapses or an Agent becomes available whichever comes first These Delayed Calls have reached the Skillset but the routing table has not answered them Toll charges do not accrue until the routing table answers the call Direct Call Direct Calls are calls answered by the Skillset through the Lines Administration table in the CallPilot Manager In layman terms direct calls are the number of calls a Contact Center handles That is a single call into the Contact Center generates a single Direct Call Disconnected Call
120. sactions Transactions Answered by Answered by Answered by Agent Agent Agent No Average No Average No nan No Average No Average No Average No Average No mE No Average No Average No Average No Average No Average Time Time Time Time Time Time Time Time Time Time Time Total 2 053606 11 00109 0 000000 amp 000007 o 000000 5 000028 2 002602 0 00000 2 00030 0 0000 o OOOO o o000 o 0000 Pri t 2 053606 11 Of0109 0 000000 8 000007 o o0 5 000028 2 2602 0 O00 2 w o WOO o w0 o 000000 0 000000 Skillset 1 1 2 053606 2 000030 0 onv Tr Transfer Ov Overflow Ot Other Page 1 of 1 Note Reports do not include calls in progress SQ Local intranet 100 4 Figure 25 Agent Average by Agent Summary The report displays the instances and average durations of all Contact Center activities for each of the agents selected on the report generation screen As well as displaying the Average Login time an agent has 2 types of activity agent state activity and agent call activity Agent State Activities are non call states that are not applicable to a specific skillset for example if Agent 1 is logged on to Skillsets 1 and 2 and they invoke Feature 908 Make Not Ready they will be in the Not Ready state in all skillsets they are logged on to The agent states include Available Not Available Ringing All Calls Held Break Time Not Ready and MMCC Reserved when an agent is reserved by the Contact
121. t and entered another Skillset because of an Overflow Rule or any other Routing Condition or Step or that were manually transferred to another Skillset The fate of these calls is recorded in the reports for the Skillset they have moved to not in the Skillset they leave Presented Calls that Left Skillset via Overflow Number of calls that leave a particular Skillset due to an overflow rule The overflow rules that cause a call to leave a Skillset are as follows Move to Skillset Transfer to Mailbox Transfer to Auto Attendant Transfer to Operator Transfer to CCR Presented Calls that Left Skillset via Routing Table Number of calls that leave a particular Skillset due to the Routing Table step This number does not include calls that have left the Skillset because of the Transfer to External or the Transfer to Extension routing steps PSTN Call Public Switched Telephone Network Call a voice call Service Level A figure that represents the level of service provided to incoming callers based on Contact Center response times The figure is calculated as follows Pre AnCS AbC Pre 100 Statistical Time Bins A collective term for the Abandoned Time Bins and the Answered Time Bins Time to Answer The total amount of time a call was active in Skillset call routing queuing or receiving other call treatments such as delayed answer This time also includes the time that a call is ringing on an Agent s hands
122. t shown the line number is shown The Contact Center Supervisory Help feature is intended for use in emergency situations when an Agent is on a call and urgently requires the help of a Supervisor without alerting the caller NN40040 601 Reports Explained 137 that a supervisor is being called in It is not intended for routine consultations or when the Agent is not on a Contact Center call The CLID where known is displayed and associated with each Help Request This provides a record of who phoned into the Contact Center and the Agent who requested the additional help Logic Every help request a supervisor answers is recorded within the reports database Report Fields A description of each of the fields in the report Supervisor ID Logon ID of the supervisor who answered the help request Formula N A Supervisor Name Name of the supervisor who answered the help request Formula N A Time of Day Time at which the help request was made Formula N A Date Date on which the help request was made Formula N A Reporting for Contact Center Reports Explained 138 Reports Explained CLID Calling Line Identification of the caller if this is not available then the Target Line number is displayed if that is not available then the Physical Line number is displayed Formula N A Agent ID Logon ID of the Agent who issued the help request Formula N A Agent Name Name of the Agent who issued the help request For
123. ted in the Skillset queues before being answered It includes Direct and Indirect Contact Center calls Each Skillset in the report is displayed with the Time Bins that are configured for that report NN40040 601 Reports Explained 99 Report Fields A description of each of the fields in the report Presented Calls Answered Number of presented calls answered for the Skillset totals and each Skillset selected Formula Presented Calls Answered AnC AnC direct AnC indirect Time Bins 1 6 Each Presented Call that was answered within the time period stipulated in the relevant Time Bin is illustrated in the figure as a percentage of the total number of answered calls Formula N A Reporting for Contact Center Reports Explained 100 Reports Explained Answered CLID DNIS An example CLID DNIS Report is shown in Figure 36 Answered CLID DNIS Report Viewer Windows Internet Explorer DER le http 30 30 30 11 ReportServer 5SQLEXPRESS Pages Report Viewer aspx 2FReportBluePrint 2fReport9aes Command Render amp ReportTable rptAnsdcl Y 1 id 4 ofa b pi 100 v Find Next Select a format Viexport 8 NORTEL Company Name Danishmend Hotels Report Title Answered CLID DNIS Report Period 28 Feb 2007 00 00 to 28 Feb 2007 17 06 Report Created 28 Feb 2007 17 28 Data Timestamp 28 Feb 2007 17 24 Skillsets Skillset 1 SKILL2 Date Time of Day Key Skillsets Time to Answer 28 Feb 2007
124. the report No of Agents The number of Agents included in the report See Figure 1 Example report header NORTEL Company Name Danishmend Hotels Report Title Agent Capacity by Skillset Report Period 01 Mar 2007 00 00 to 01 Mar 2007 11 41 Report Created 01 Mar 2007 17 18 Data Timestamp 01 Mar 2007 16 55 Skillsets SKILL2 Figure 1 Example report header Report Viewer menu bar and toolbar Screen generated reports are displayed in the report viewer window The report viewer has a menu bar and toolbar as shown in Figure 2 Report Viewer menu bar and toolbar The menu bar and toolbar allow you to View a report as raw data Open the Reports Explained Help for a report NN40040 601 Introduction 15 Navigate through a multi page report Zoom in or out of a report Perform a search within a report Export a report Print a report View Raw Data CSV Reports Explained Help Id 4 1 Jof1 gt bi 100 Find Next Selecta format Yl Expot g Figure 2 Report Viewer menu bar and toolbar View Raw Data CSV Click the View Raw Data CSV link to open a new window containing all of the report data in comma separated view CSV format Figure 3 Raw Data report page shows an example of the Agent Audit by Agent report in CSV format Reporting for Contact Center Reports Explained 16 Introduction Raw Data for Agent Audit by Agent Windows Inte SEE http 30 3
125. tions Answered by Agent Total Agent answered Transactions answered for the selected Skillsets and time period Formula AnCTA CC Transactions Answered by Voicemail Total Voicemail Answered Transactions for the selected Skillsets and time period Formula AnCTVM CC Transactions Answered by Operator Total operator Answered Transactions for the selected Skillsets and time period Formula AnCTO CC Transactions Answered by Overflow Agent Total Transactions an Agent answered that were sent through the actions of the overflow rules configured in CallPilot Manager the Agent maybe part of another Skillset but the call still belongs to the original Skillset Formula AnCTOA CC Transactions Answered by Non Agent Total non Agent answered Transactions for the selected Skillsets and time period In all cases this will be a call transferred to a non Agent through the actions of the routing table either through the CCR Tree or Caller input rules Formula AnCTNA NN40040 601 Reports Explained 115 Presented Calls Abandoned Total Presented Calls abandoned in the Skillset for the selected Skillset and time period Formula AbC Presented Calls Disconnected Total Presented Calls disconnected for the selected Skillsets and time period Formula Dis Presented Calls that Left Skillset via Overflow Table Total Presented Calls that have left the Skillset due to a rule in the overflow table for exam
126. upervisor monitoring Agents Formula Supervisor Monitor Total Time Supervisor Monitor No NN40040 601 Reports Explained 67 Agent Call Activity CC Voice Transactions Answered by Agent No The total number of Voice Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC Voice Transactions Answered by Agent Average Time The average time an Agent spent on a CC Voice Transaction Formula CC Voice Transactions Answered by Agent Total Time CC Voice Transactions Answered by Agent No Agent Call Activity CC MMCC Transactions Answered by Agent No The total number of MMCC Contact Center Transactions answered by an Agent Note This is not the same as the number of Calls For more information about the differences between calls and transactions see Calls and Transactions page 13 Formula N A Agent Call Activity CC MMCC Transactions Answered by Agent Average Time The average time an Agent spent on a CC MMCC Transaction Formula CC MMCC Transactions Answered by Agent Total Time CC MMCC Transactions Answered by Agent No Agent Call Activity Non CC Transactions Answered by Agent No The total number of Non CC Transactions answered by an Agent that is the number of transactions answer
127. vides a brief description of the intent of the report Logic Provides a short description of the content logic of a report FAQ Provides Frequently Asked Questions FAQ and answers about the report Report Field Provides a description of each of the fields in the report Formulas Where applicable the formula that is used to derive the information is included Table 1 Abbreviations for Formula Descriptions shows the abbreviations used in the formula descriptions Reporting for Contact Center Reports Explained 30 Reports Explained Data Item Name Abbreviation Presented Calls Answered AnC CC Transactions Answered AnCT CC Transactions Answered by Agent AnCTA CC Transactions Answered by Voicemail AnCTVM CC Transactions Answered by Operator AnCTO CC Transactions Answered by Overflow Agent AnCTOA CC Transactions Answered by Non Agent AnCTNA CC Transactions Handled in Another Skillset AnCTAS Presented Calls Answered before the Primary Alert AnCLP Presented Calls Answered after the Primary Alert before secondary AnCGP Presented Calls Answered after Secondary Alert AnCs Presented Calls Handled in another Skillset AnCOS Presented Calls that Left Skillset Via Overflow LSSOT Presented Calls that Left Skillset Via Routing Table LSSRT Presented Calls Abandoned AbC Outgoing Calls Out Activity Code Pegs ACP Indirect Calls Prel Direct Calls PreD Presented
128. ws Internet Explorer View Raw Data CSV Reports Explained Hel id 4 jf1 gt bil 100 Find Next Select a format VIE NORTEL Company Name Report Title Incoming Call by Skillset Report Period 20 Jun 2007 00 00 to 20 Jun 2007 12 35 Report Created 20 Jun 2007 18 46 Data Timestamp 20 Jun 2007 12 44 Skillsets SKILL1 SKILL2 Tmo mete Peel Agent Voicemal Operator Overiow Non Agent Abandoned Disconnected Lei Skiset Let Skillset Unstafied Less Than Greater Greser Service Agent va via Rousng Primary Than Than Level Overiow Table Alen Primary Secondary Table Alen Aler 7 18 Lo Local intranet R 100 Figure 40 Incoming Call by Skillset Summary This report provides an overview of the incoming calls into the Contact Center for a selection of Skillsets The Incoming Call by Skillset report relates to Incoming Direct and Indirect Calls not Transactions For more information see Transactions and Direct and Indirect Calls page 13 This report provides a consolidated one line summary of the call traffic into the Skillsets included in the report and the call handling of that traffic This report can be used to determine how many calls Direct and Indirect were presented to the Skillsets and how many were Answered and Abandoned Reporting for Contact Center Reports Explained 112 Reports Explained Location and Agent answering calls calls answered before the Primary Alert lt P calls
129. y handle the call and is classed as borrowed into the skillset In the report it will show Skillset 1 listed below Agent 2 but will be marked with the key Tr to indicate that Agent 2 was borrowed by way of transfer into Skillset 1 It will not display any Login information because Agent 2 did not actually log on to the skillset It will also show borrowed agents in the preceding example for Agents within their own skillset For example Agent and 2 are both logged on to Skillset 1 Agent 1 transfers a call to Agent 2 and although Agent 2 is also in Skillset 1 it will still be displayed as a Transferred call Tr against Skillset 1 even though they are logged on to that Skillset Such calls are displayed in this way to indicate to a Supervisor how calls are bounced around in their Contact Center If for example Agent 2 has been transferred more calls to than anyone else it could be that Agent 2 is more experienced and other agents require training to bring them up to their standard It will also show for example if Agent 1 is overflowed to from Skillset 2 continually that Skillset 2 is understaffed and their calls have to be answered by agents outside their skillset who potentially are not as well trained Note This report is generated by agent activity for that agent across all skillsets will be displayed To view all Agent Activity including Ringing Not Available and All Calls Held after an upgrade from RCC 2 4 see the Agent Average by Ag
130. ystem or terminated Formula N A The duration of the call transaction or in the case of the first record the duration of the whole call Formula N A NN40040 601 Reports Explained 151 Call Step The routing step of the call for example Direct Call Overflow or Transfer Formula N A Call Status Where the call is currently being held for that step For example Skilll 1 CDN this is the Queue for Skillset 1 Agent2 2 Set means the call has been answered and it is at the agent s handset or PC for Multimedia Browser calls Formula N A Media The media type of the call for example MMCC is a multimedia call and PSTN is a voice only call Formula N A Reporting for Contact Center Reports Explained 152 References 1 Business Communications Manager 50 3 0 Reporting for Contact Center Feature Description F lt x x gt FD I 2 7 BCM50 3 0 2 Reporting for Contact Center Setup and Operations Guide NN40040 304 Reporting for Contact Center Reports Explained Index 153 Index A Abandoned 3 4 5 9 12 23 30 33 34 90 91 92 93 94 95 101 104 105 106 107 109 111 112 115 118 120 124 126 148 149 Abandoned Call 3 5 12 30 33 90 91 93 94 95 101 105 118 Abandoned Calls by Skillset report 3 5 12 90 91 Abandoned CLID DNIS report 4 5 12 23 91 93 94 148 149 Abandoned Time Bins 30 34 91 Activity Code 4 5

Avaya Business Communications Business Communications Manager - Contact Center User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents