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MaxACD MaxReports Manual

1. 2 000000 eee eee 98 3201 DNIS Call Summary 00000 eee ee 100 ndek oee eared aaa ay eee waar a cheat a oes a cea ia racer tae es oye atta eae 103 2 MaxReports Manual Chapter 1 Installation and Access CHAPTER Installation and Access Call detail records CDR are an important source of information for call centers MaxReports is a Web based reporting application that can generate 45 detailed CDR reports according to agent and workgroup Both report summaries and analyses are available Requirements MaxReports can be set up on a Microsoft Windows operating system e Use a separate server for MaxReports do not install on the MaxACD system Minimum system requirements e IBM PC AT compatible system e Intel 2GHz Pentium 4 or equivalent e 60GB available hard drive disk space 1GB RAM 2GB RAM are required if run on the same machine as SQL Server Running MaxReports on the same machine as SQL Server is not recommended e Microsoft Windows Server 2008 SP2 or Microsoft Windows Server 2008 R2 e MaxReports License must be added to MaxACD system and registered e JRE 6 0 Java Runtime Environment and Apache Tomcat 6 0 these are included in the MaxReports installation e MaxACD installed in the same network e External Logger and external CDR database Microsoft SQL Server 2008 installed in the same network There is no particular requirement for a client machine except that it needs to have a sui
2. Exit State The state the call was in when the caller exited the call Examples Connected Hang up During Ring Go to VM with Voice Message Go to VM without leaving voice message e Session ID a unique number assigned by MaxACD to a call Seq ID A unique number that identifies multiple records of the same call same Session ID Data Source All data from the table CDRMAIN MaxReports Manual 47 2201 Workgroup Agent s State Description Reports the state for specified workgroup agent s Report Options Select a workgroup then select agent s assigned to that workgroup Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Oo OY Oe Ne SINGLE WG AGENT S STATE REPORT 300 SALES WORKGROUP 312 Jason Shaw j_ _Star oete_ _Agent__ Loon buretoo vet Rensy oorwo er J 05 06 2007 312 Jason Shaw 05 13 2007 312 Jason Shaw 05 20 2007 312 Jason Shaw Sub Total 329 Gatu George enone J o o o egn aran otne ooreo Eear 05 01 2007 329 Georgette George 05 06 2007 329 Georgette George 05 13 2007 329 Georgette Geor
3. of Xfer Number of connected outbound calls that were transferred MaxReports Manual 61 Data Source All data from the table WGSUMMARY 62 MaxReports Manual Chapter 3 The Reports 2209 Workgroup Service Level Summary Report Description Gives a summary of calls that did not meet the service level threshold The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages 1000 et OY OL ee S S WG S SERVICE LEVEL SUMMARY REPORT 450 Customer Service Wait Time gt Service Level Threshold Total Answer Start Time Workgroup Abandoned OverflowedRedirected Service Service of Call of Call of Call of Call of Call of Call Level Level 04 01 2007 450 299 0 0 98 7 73 9 04 08 2007 450 266 i 0 0 99 6 83 8 04 15 2007 450 345 04 22 2007 450 237 i i 84 0 osar so i x
4. The administrator can configure an e mail server in Mail Server Configuration MaxReports will use this e mail information for auto delivery of reports init Logout Home Page LoginName admin Role Admin Mail Server Configuration MaxReports Server Name DNS name or IP address Web Server or Tomcat TCP Port Sender Email Address Outgoing Mail SMTP Server SMTP Server Requires Authentication No Send Test Message to this Email Address Figure 10 Mail Server Configuration window To add a mail server click the Edit button in the Mail Server Configuration window Logout Home Page LoginName admin Role Admin Mail Server Configuration MaxReports Server Name DNS name or IP address 10 10 1 70 Web Server or Tomcat TCP Port 8080 Sender Email Address fibreports altigen com Outgoing Mail SMTP Server 125 0 0 1 SMTP Server Requires Authentication Vv SMTP Account Name dbreport Send Test Message to this Email Address dbreports altigen com Update Figure 11 Mail Server Configuration edit window In the Mail Server Configuration edit window enter the necessary information in the blank fields for MaxReports Server Name DNS name or IP address this is included in the body of the emails that are sent to the user to provide a link to the server Web Server or Tomcat TCP Port Sender Email Address Outgoing Mail SMTP Server SMTP Server Requires Authentication checkbox SMTP Account
5. 03 05 2007 ssesmasasa 208 don ticteitn Peon ae out a eae 322282098 205 ten McBee 0 00 10 0 00 55 o 00 55 Y Connected 1172727008 1 anten lam wA don OWS nz Tae z0ggeereg igen i wet eine an ee agger I gins amanea N 1 gda Figure 13 This report shows inbound and outbound call data for the Customer Service workgroup during a week in March Report Fields Dir The direction of the call Inbound or Outbound 46 MaxReports Manual Chapter 3 The Reports Start Time Time the call started End Time Time the call ended e Caller Available information about the caller PSTN phone number IP phone number name calling from a cell phone etc Agent The agent s extension number and name Duration in Different Call States Displays how long the call spent in different call states e AA IVR Listening to and making a selection in the AA IVR Queue Waiting for an agent after making a selection e Ring Waiting for an agent to answer a ring e Talk Talking with an agent e Hold Time spent on hold after talking with an agent starts e Rec For how long the call was recorded Start Priority The priority this call had when it came in Within SLT Was the time the caller had to wait before connecting to an agent within the service level threshold specified Yes or No The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab
6. 61 1 2 33 29 72 9 SubTotal 40441 400 0 67 05 37 100 0 512 100 0 48 14 28 100 0 348 100 0 9 28 39 100 0 97 100 0 5 51 54 100 0 54 100 0 3 30 36 100 0 03 01 2007 22 ______ Start Date ee e pra a a e a E 03 01 2007 196 ae 368 37 9 20 23 56 28 3 223 42 1 18 03 42 37 3 122 48 4 1 43 15 19 3 17 16 0 0 22 19 4 7 6 7 1 lo 14 0 3 6 03 01 2007 205 Jester Hairston 604 62 1 51 42 58 71 7 307 57 9 30 24 50 62 7 130 51 6 7 12 59 80 7 89 84 0 7 28 49 95 3 78 92 9 6 36 20 96 4 972 100 0 72 06 54 100 0 530 100 0 48 28 32 100 0 252 100 0 8 56 14 100 0 106 100 0 7 51 08 100 0 84 100 0 6 51 00 100 0 Figure 17 This report compares the contributions of agents 196 and 205 for the first quarter of the year Report Fields Start Date Start date for the report e Agent Agent s extension number e Name Agent s name All Calls Data on all calls that each workgroup agent handled in the specified time period broken out into four columns e Calls Total number of calls the agent handled MaxReports Manual 53 e Percentage that number is of the total workgroup calls for the specified time period All Calls Calls lt Sub Total of Calls gt e Talk Total talk time on all that agent s calls e Percentage that duration is of the total workgroup talk time for the specified time period All Calls Talk All C
7. Connected Hang up During Ring Go to VM with Voice Message Go to VM without leaving voice message e Session ID a unique number assigned by MaxACD to a call Seq ID A unique number that identifies multiple records of the same call same Session ID Data Source All data from the table CDRMain 26 MaxReports Manual 1201 Chapter 3 The Reports Agent Performance Summary Description Displays a summary of an agent s performance for the reporting period It includes data from all workgroups an agent belongs to Report Options 0 CS Oy OT ee NS 206 Georgette George AI WGs and Direct Calls Inbound amp Outbound Total Non Call Activities Answered Hold Wrapup Performing Era en Activities eee e Login 05 17 2007 0 00 43 05 23 2007 06 0 03 12 05 24 2007 0 10 22 0 01 22 0 01 22 05 25 2007 41 0 08 22 0 00 55 0 00 27 Sub Total 28 0 09 14 0 03 30 0 00 52 Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pa
8. DND FWD Time the agent s extension is set to DND FWD e Error The amount of time the agent s extension was in error state Direct Call Duration Total time the agent s connected inbound and outbound calls were in talk time and on hold Data Source All data from tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 AGENTSUMMARY3 AGENTSUMMARY4 32 MaxReports Manual Chapter 3 The Reports 1204 Agent WG Inbound Calls Summary Report Description Reports an agent s inbound workgroup calls for the reporting period Report Options Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages SOP 00 OY OT ae Ne SINGLE AGENT WG INBOUND CALLS SUMMARY REPORT 205 JESTER HAIRSTON 450 Customer Service Jo Answered Ho O O wp E C Seo ee ee ee eee 01 01 2007 450 0 27 04 0 00 05 73 2 03 53 0 01 41 301 7 41 54 0 01 32 02 01 2007 450 0 17 57 0 00 04 32 0 44 17 0 01 23 219 4 55 43 0 01 21 03401 2007 450 0 23 1
9. Data Source All data from the table CDRMAIN 66 MaxReports Manual 2302 Chapter 3 The Reports Workgroup Inbound Abandoned Calls Wait Time Description Reports total abandoned calls and abandoned call wait time queue time ring time for the specified workgroup Reports in table format and two graphs distribution and cumulative Report Options 1 Ot Oy OL eS Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Specify an increment for wait time from every 5 seconds to every 300 seconds Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S INBOUND ABANDONED CALLS WAIT TIME 450 Customer Service Abandoned Calls Wait Time Queue Ring Within seconds Stat Date a J mm mao wao mo o O O a eas eas eae ens Pens Ps Peas 05 07 2007 05 08 2007 05 09 2007 0540 2007 05 11 2007 Figure 25 This report summarizes the wait time of abandoned calls during a specified one week period broken out by day Report Fields Start Date Start date for the report e Total Calls Abandoned Number of inbou
10. Report Fields Start Date Start date of the reporting time period e Agent Agent s extension number Workgroup and Direct Calls Inbound and Outbound Displays the number of calls handled by an agent the total time the agent spent on all calls and the average time spent per call in each of three categories Answered Hold Wrap up e Answered Calls the agent was connected to Hold Calls the agent put on hold MaxReports Manual 49 e Wrap Up Calls requiring time for wrap up activities Total Performing Time The total amount of time the agent spent in the above activities in the specified time period e Non Call Activities Displays the total of RNA calls agent was rung but did not answer for the agent and summarizes the time the agent spent in other activities while logged in e Not Ready Amount of time in Not Ready state DND FWD Amount of time the agent s extension was set to DND or FWD Error Amount of time the agent s extension was in error state Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 AGENTSUMMARY4 50 MaxReports Manual Chapter 3 The Reports 2203 Workgroup Agent Call Activity Summary with Analysis Description Reports call activity for the specified workgroup agent s Report Options Select a workgroup then select agent s assigned to that workgroup Choose how you want the data summarized by day week
11. 123 108 4 Thursday 97 10 56 07 114 45 36 0 09 15 89 10 3 84 5 5 Friday 81 25 44 OF 97 20 18 0 08 42 75 9 8 70 Sub Total 4076 86 5 420 56 10 0 07 10 504 17 17 Figure 37 This first quarter report on the Customer Service workgroup displays data by day of week as specified in the report query Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Total of Calls Shows the total number of inbound calls for the specified workgroup in the specified time period Answered Calls of Calls Number of inbound calls that were answered e Percentage those calls are of the total answered calls Answered Calls of Calls Total of Calls e Talk Time Total talk time on those answered calls Avg Talk Average talk time per call Answered Calls Talk Time Answered Calls of Calls Handle Time Total handling time talk time hold time wrap up time on those answered calls Avg Handle Average handling time per call Answered Calls Handle Time Answered Calls of Calls 80 MaxReports Manual Chapter 3 The Reports e Abandoned Calls of Calls Number of inbound calls that were abandoned by the caller e Percentage those calls are of the total calls Abandoned Calls of Calls Total of Calls Hangup in Queue Number of callers that hung up while in queue e Hangup in Ring Number of call
12. 248 221 7 19 33 0 01 59 46 0 34 24 0 01 57 11 0 00 54 0 00 04 05 27 2007 450 5 0 00 38 0 00 07 Sub Total 5 5 0 00 38 0 00 07 Abandoned ABN Rig cas w 8 94 5 45 57 0 03 40 4 0 01 58 Figure 19 This report shows wait time data for workgroup 450 during the month of May in MaxReports Manual 57 weekly intervals Report Fields Start Time Start date for the report Workgroup tThe workgroup s number Total Inbound Calls Displays the workgroup s total number of inbound calls for the specified time period then displays call data in three categories e Answered e Calls Total number of calls answered in that workgroup in the specified time period e WT Total wait time for those answered calls e Avg WT Average wait time per call WT Calls e Abandoned ABN e Hang up in Queue The number of calllers who hung up while in queue Hang up in Ring The number of callers who hung up when the extension was ringing e Total ABN e Calls Total number of abandoned calls in the workgroup for the specified time period e WT Total wait time for those abandoned calls e Avg WT The average wait time for those abandoned calls WT Calls Overflowed Redirected Calls Total number of that workgroup s overflowed and redirected calls in the specified time period e WT Total wait time for those overflowed redirected calls Avg WT Average wait time per call
13. AGENTSUMMARY1 AGENTSUMMARY2 AGENTSUMMARY4 28 MaxReports Manual Chapter 3 The Reports 1202 WG Calls Activity Summary Report Description Displays a summary of an agent s workgroup calls for the reporting period Report Options Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages OO Ol eS ok AGENT S ALL WGS AND DIRECT CALL ACTIVITY SUMMARY REPORT 309 Dan White poole Le a a T ee a ei ee ee Start Date Agent call Talk Tak ee ie graeme re ara re nara ne oe aa 105 5 35 05 0 0311 31 29 5 21 20 0 1 07 01 0 03 11 45 7 2 28 27 5 48 02217 178 9 29 34 0 03 11 46 25 8 1 40 54 30 3 3 30 33 0 03 53 37 1 3 30 44 12 67 0 47 31 0 03 159 7 37 41 0 02 52 56 35 2 2 22 41 258 1 49 14 0 0239 37 7 3 23 54 0 03 23 2 1 3 0 01 36 1451 9 03 35 0 03 35 47 3119 1 30 55 34 225 3 58 49 0 07 01 45 0 3 31 39 2 13 0 02 21 0 23 1 25 21 _ 0 03 42 14_ 60 9 0 3 113 0
14. The Reports of Calls Percentage that number is of the total number of inbound calls LOverflowed Redirected Calls of Calls Total Inbound Calls The data is also displayed in two graphs 300 Sales Workgroup E Answered E Abandonded O Overflowed Libbbue 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 Hour of day Num of Call 8 T 300 Sales Workgroup Answered E Abandonded E Overflowed 80 Percent of Total 0 T T T T T 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 Hour of day F 15 00 16 00 16 00 17 00 Figure 42 The top graph shows the numbers of calls that were answered abandoned and overflowed by hour of day in the specified time period The bottom graph shows percent of total calls that were answered abandoned and overflowed Data Source All data from the table WGSUMMARY MaxReports Manual 85 2312 Total amp WG Inbound Calls in Queue Description Reports totals and percentages for workgroup inbound calls in queue Reports results in table format and two graphs Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time
15. The Reports 165 2 000 1 5004 1 0004 Calls 5004 150 0 P41 P2 P3 P4 P5 Priority 450 Cumulative P6 Others 165 2 000 1 5004 1 0004 Calls 5004 t 100 3 t 50 0 F 150 qua lt P1 lt P2 lt P3 lt P4 lt P5 Priority lt P6 Total Figure 32 The top graph shows the number of incoming calls by priority level for the specified reporting period The bottom graph shows a cumulative view of calls by priority level Data Source All data from the table CDRMAIN MaxReports Manual 75 2307 Workgroup Cumulative Inbound Outbound Calls Description Reports total inbound and outbound call statistics for the specified workgroup Reports in table and graph formats Report Options 1 ao Siew Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S CUMULATIVE INBOUND OUTBOUND CALLS 450 Customer Service inbound Calls Connected Total Hour of day Total Answered OverflowediRedirected Outbou
16. if you want to To save the report clear the Export via email check box then click Export The File Download box appears Click Save and save the report To remove a favorite report click its Remove link You are asked for confirmation 20 MaxReports Manual Chapter 2 Using MaxReports Printing HTML Reports To print a report from an HTML file click the Web Print button at the top of the report ie Web Print Tuesday May 29 AGENT S ALL WGS PERF This opens a new Web window x MaxReports Page of 1 me Single agent WG Inbound Calls Summary Report 350 Andy Land i 043172011 Tais Posvered ie Werkorour oan MA Gis tak agrak fing AvaFing T EE T E 017312011 so 1 1 Subtctal 1 1 a Grand Total Calls Offered RNA Figure 30 Web Print window The Web Print feature will automatically adjust paper print size layout and orientation You can manually change the margins using the black margin icons at any corner of the Web page You can use the menu and toolbar at the top of the window to set up the page for printing zoom in out hide margins or close the window Important Before using the Web Print feature make sure Print background colors and images is checked in Windows Internet Explorer Tools gt Internet Options gt Advanced gt Printing Otherwise the report will display and printd in
17. of Calls Number of abandoned calls with queue time gt service level e of Calls Percentage that number is of the total number of inbound calls Abandoned Calls of Calls Total Inbound Calls 96 MaxReports Manual Chapter 3 The Reports e Overflowed Redirected Calls of Calls Number of overflowed redirected calls with queue time gt service level e of Calls Percentage that number is of the total number of inbound calls LOverflowed Redirected Calls of Calls Total Inbound Calls Total Service Level The percentage of calls whose queue time was within the service level 100 lt Total of Calls in all 3 categories whose queue time was greater than the service level threshold gt Total Inbound Calls e Answer Service Level Percentage of answered calls that met the service level requirement Total Answered Calls lt Answered Calls whose queue time was greater than the service level threshold gt Total Inbound Calls The report data is also displayed in two graphs 450 Customer Service B Answered E Abandonded O Overflowed 20 a 4 Num of Call 3 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Day of week 450 Customer Service Answered E Abandonded E Overflowed 10 8 4 6 4 4 64 Percent of Total 2 4 0 7 il 7 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Day of week Figure 54 The top graph shows the percentag
18. 0 24 03 0 08 01 28 1 0 30 14 0 0 0 Sub Total 616 SCEE TIE 5 7 42 53 0 02 23 153 24 8 10 49 40 0 04 14 248 40 3 13 24 58 0 03 14 21 3 4 1 13 45 0 03 30 Avg Talk cael fo ate in enter ee a ata cae e re oa 05 01 2007 07 0 i 41 3 2 36 29 58 7 2 57 39 05 06 2007 4 08 03 So s 58 5 25415 0 0543 2007 48 03 0 0 44 9 25511 0 05 20 2007 3 20 04 0 z 0 5 59 5 20807 08 27 2007 37 03 40 0 0 14 28 Sub Total 261 19 29 57 0 04 28 Ra SP GE 1 130 49 8 esc 0 04 59 134 50 2 8 40 27 0 03 58 Grand Total Taal Total Avg ANGE noord cat tak tak Cate Tak aoan cams x Tak AvgTak came Tak avotak Cais x Tak AvgTak 877 52 44 13 0 03 36 194 22 1 7 42 53 0 02 23 153 17 4 10 49 40 0 04 14 378 43 1 24 14 28 0 03 50 152 17 3 9 54 12 0 03 54 Figure 4 This report is grouped by agent It subtotals each agent s call activity then gives a grand total for all agents Report Fields Start Date Start date for the report e Agent Agent s extension number Total Calls Total calls the agent was connected to in the specified time period e Total Talk Total talk time on all that agent s calls Avg Talk Average talk time per call Total Talk Total Calls MaxReports Manual 29 All agents calls are then broken out into categories All WGs Inbound A
19. 00 57 00 00 57 01 28 2011 00 10 24 00 00 48 00 02 15 00 00 10 00 00 01 00 00 01 Psat 57 ar Too Looms a 7 ne oases e Figure 20 Report results in HTML format MaxReports Manual 15 gareporti204_page_1 1 pdf Adobe Acrobat Professional File Edit view Document Comments Forms Tools Advanced Window Help PA Create PDF Fa Combine Files Export 7 amp Start Meeting a Secure 4 Sign Forms 7 4 Review amp Comment asuen Mo gears abbr Single agent WG Inbound Calls Summary Report l 350 Andy Land A 550 Hold Ring AvoRing Cals Total Avg 01 24 2011 00 03 43 00 00 20 00 00 35 00 00 03 5 00 02 40 00 00 32 01 25 2011 00 10 10 00 00 16 00 03 32 00 00 05 aed ee o 1 Start Date 01 26 2011 00 00 13 00 00 13 Domo 00 00 04 01 27 2011 5 ee ras 00 00 15 00 00 05 oo n07 00 00 57 01 28 2011 00 10 24 00 00 48 00 02 15 00 00 10 1 00 00 01 00 00 01 Grand Total on ee T E a Wrap Up aee E eae AvgRing Cais Tota Avo cais Towi Figure 21 Report results in PDF format E B cD E A T PPL T T aT ofa R S ji u VON XL YZ AA JAB AD AE JAF AG T Single agent WG Inbound Calls Summary Report 350 Andy Land ee ee 01 24 2011 1 11 00 03 43 00 00 20 00 00 35 00 00 03 00 02 40 00 00 32 10 01 25 2011 5 00 10 10 00 00 16 00 03 32 00 00 05 11 01 26 2011 0 00 00 13 00 00 13 00 00 04 00 00 04 12 01 27 2011
20. 1 00 01 39 00 00 33 00 00 15 00 00 05 00 00 13 01 28 2011 0 13 00 10 24 00 00 48 00 02 15 00 00 10 a E ea e e an ona ana o a a n Figure 22 Report results in Microsoft Excel Running Reports This section shows how to select a report set its parameters set a format preference for the report HTML PDF Microsoft Excel and set other preferences To access a report 1 From a Report drop down list move the cursor to the report menu you want Agent or Workgroup then move it to the type of report Detail Summary or Analysis and then move to and click the desired report 16 MaxReports Manual Chapter 2 Using MaxReports Logn Nene tom Role General User Query Preference Quick Demo System ahan Favorite Report Agent Report D METE About Detail 1201 Performance Summary Name Analysis 1202 WGs and Direct Call Activity Summary Report Action 1203 Stete Summary Report 1204 WG Inbound Calls Summary Report 1205 WG Outbound Celis Summary Report nm Figure 23 Selecting a report 2 If you re using the step by step query preference the following dialog box opens Home Page LoginName aland Role User Query preference Step by step Report gt 1204 Single agent WG Inbound Calls Summary Report gt Information Select MaxACD User ID aland Report ID 1204 Report Name Single agent WG Inbound Calls Summary Report Report Type Summary Version 20 Report Description Single age
21. 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 Hour of day Figure 36 The top graph shows the average duration of incoming calls broken out by hour of day The bottom graph shows the percentage of calls that met the service level also by hour of day Data Source All data from the table WGSUMMARY MaxReports Manual 79 2309 Workgroup Cumulative Inbound Calls Analysis Description Reports inbound calls handling statistics for the specified workgroup Reports results in table format and two graphs e Average Talk and Handling Time Trend Analysis e Abandon Type Analysis in queue or in ring Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages oS eS WG S CUMULATIVE INBOUND CALL ANALYSIS 450 Customer Service Total Total Day of week of of of Talk Avg Handle Avg of of Hangupin Hangup In ot of Calls In Monday 56 59 19 07 53 64 10 0 61 Tuesday 88 42 59 a 7 0 08 08 95 10 6 87 5 Wednesday i 96 37 12 115 10 41 0 08 46 112
22. E All WG s In E All WG s Out O Direct In O Direct Out Hour of day Figure 9 This agent s call volume data is displayed by hour of day in table and graph format Report Fields Report Interval Hour of day or Day of week Displays the report interval as specified in the report parameters MaxReports Manual 39 All WG s Inbound Calls Number of inbound workgroup calls answered All WG s Outbound Calls Number of outbound workgroup calls made Direct Inbound Calls Number of inbound direct calls answered Direct Outbound Calls Number of outbound direct calls made Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 40 MaxReports Manual Chapter 3 The Reports 1302 Agent Average WG Call Handling Time Analysis Description Reports an agent s average workgroup call handling time for inbound and outbound calls Displays results in both table and graph formats Report Options Oe Na Select the agent and the agent s workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages SINGLE AGENT AVERAGE WG S CALL HANDLING TIME 196 RE
23. Figure 22 This report shows calls for workgroup 450 for which the wait time was greater than the service level threshold The chosen time interval is weekly Report Fields Start Time Start date for the report Workgroup Workgroup number Inbound Total inbound calls for the specified workgroup in the specified time period Wait Time gt Service Level Threshold Calls where the wait time was longer than the service level threshold broken out into three groups e Answered of Calls Number of such calls that were answered e of Calls Percentage that number is of the total number of inbound calls Answered of Calls Inbound Abandoned of Calls Number of such calls that were abandoned by the caller MaxReports Manual 63 e of Calls Percentage that number is of the total number of inbound calls Abandoned of Calls Inbound e Overflowed Redirected of Calls Number of such calls that were overflowed redirected e of Calls Percentage that number is of the total number of inbound calls LOverflowed Redirected of Calls Inbound e Total Service Level Percentage of calls that met the service level requirement 100 lt Total of Calls in all 3 categories whose wait time was greater than the service level threshold gt Inbound calls e Answer Service Level Percentage of answered calls that met the service level requirement Total Answered Calls lt Answered Calls whose wait
24. MaxACD Registration MaxACD Registration gt List All MaxACD Systems MaxACD Manager System Description System IP Address CDR Database EROA Action MAXACD for Lync 10 30 8 64 cdr 350 Edit Remove Register Hew MaxACD System l Figure 6 MaxACD Registration gt List All MaxACD Systems MaxReports will use information entered in the MaxACD Registration window to check if the MaxACD server has an MaxReports license entered and registered Each MaxACD server needs to have one license To add a MaxACD system click the Register New MaxACD System link in the MaxACD Registration window Home Page LoginName admin Role Admin MaxACD Registration gt Add System Description System IP Address L CDR Database cdr MaxACD Manager Password CF Figure 7 MaxACD Registration gt Add In the MaxACD Registration gt Add window enter the necessary information in the blank fields for System Description System IP Address CDR Database MaxACD Manager Extension and the password of the Manager Extension Click the Add button when finished To edit or remove an existing MaxACD system use the Edit or Remove link in the Action column 8 MaxReports Manual Chapter 2 Using MaxReports User Management Home Page LoginName admin Role Admin User Management gt List All Users Login Name FirstName LastName Title Email Address pepartment MaxACD Assigned Acti
25. Name SMTP Password Send Test Message to Email Address Click the Update button when finished 10 MaxReports Manual Chapter 2 Using MaxReports Backup and Restore Important Uninstalling MaxReports or Tomcat will lose all configurations If you need to uninstall MaxReports or Tomcat back up configurations first The backup and restore functions in MaxReports will back up and restore configurations and settings from the Administrator Profile CDR Database Registration MaxACD Registration User Management and Mail Server Configuration windows Home Page LoginName admin Role Admin Backup and Restore _ Backup Restore init j Figure 12 Backup and Restore window When you click Backup a File Download dialog box opens Either open the MaxReports backup file MaxReportsYEAR MONTH DAY zip or save the file File Download Lx Do you want to open or save this file Name maxreports20110208 zip Type Compressed zipped Folder From 127 0 0 1 Open Save 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 isk Figure 13 MaxReports Back Up File Download dialog box When Restore is selected you will be required to validate the Admin Password browse for the backup file you want to restore then click Restore to restore all previous configurations from the Administrat
26. a ALTIGEN COMMUNICATIONS MaxReports Manual 7 2011 WARNING Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems This is a criminal offense Currently we do not know of any telecommunications system that is immune to this type of criminal activity AltiGen Communications Inc will not accept liability for any damages including long distance charges which result from unauthorized and or unlawful use Although AltiGen Communications Inc has designed security features into its products it is your sole responsibility to use the security features and to establish security practices within your company including training security awareness and call auditing NOTICE While every effort has been made to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be used only in accordance with the terms of the AltiGen Communications Inc License Agreement MaxACD for Lync MaxACD Administrator MaxAgent MaxSupervisor MaxInSight MaxReports VRPlayer and Enterprise Manager are trademarks or registered trademarks of AltiGen Communications Inc All other brand names mentioned are trademarks or registered trademarks of their respective manufacturers AltiGen Communications Inc 41
27. black and white MaxReports Manual 21 Internet Options Q When seaching Display tesuks and go to the most Ikely site Do rot search hom the Addiess bar Just display the results in the main window Just go lo the most thely site Secunly E Check for publisher s ceslificate revocation Check for server certificate revocation requites restait Check for signatures on downloaded programs O Donot save enciypted pages to disk C Empty Temporary Intemet Files folder when browser is closed _ O Enable Integrated Windows Authentication requires restart j Enable Profile Assistant 22 MaxReports Manual Chapter 3 The Reports CHAPTER The Reports This chapter describes each report available in MaxReports The chapter is divided into three sections e Agent Reports e Workgroup Reports The following information is given for each report Report ID number and title Description What is reported Report options The choice of parameters for the report Report fields Description of each field in the report Data source The tables from which the information is drawn Note Only workgroup calls are included in reports The following calls are not workgroup calls e PSTN calls made to a Lync agent directly e Lync user calls another Lync agent Any outbound call made without a workgroup set up Agent Reports This section describes Agent reports If a report is sorted by agent it displays t
28. for the first time 12 MaxReports Manual Chapter 2 Using MaxReports Note When you add reports to the Favorite Reports List the List All Favorite Reports window becomes the window that is displayed the next time you log into MaxReports HomePage LoginName aland Role User Query preference Step by step Agent Report Workgroup Report User Information User ID aland FirstName Andy LastName Land Title TT Department Name TT Email aland qadomain com Permission MAXACD for Lync Edit Query preference Query preference Step by step Edit Figure 17 MaxReports User Information screen Your Login Name Role and Query Preference Quick or Step by Step are displayed at the top The Step by Step preference allows you to select a different MaxACD to query before taking you to the Set Parameters page The Quick preference bypasses this option To Select Quick or Step by Step Preference Select the query preference in a couple of ways Home Page LoginName btyler le User Query Preferenc Step By Step _ gt Click here Agent Report v User information User ID btyler FirstName Barbara LastName Tyler Title Technical Writer Department Name Product Management Email btyler altigen com Permission DEMO SYSTEM Edit Query preference Query preference Step by step i lt 9 dOOr Click Edit Figure 18 the Query Preference options MaxReports Manual 13 In the dia
29. for those overflowed redirected calls WT Calls Data Source All data from the table WGSUMMARY 58 MaxReports Manual Chapter 3 The Reports 2207 Workgroup Inbound Call Handling Summary Description Reports call handling for all inbound calls including answered calls abandoned calls and overflowed calls for the specified workgroup Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report 1O OO ee Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S INBOUND CALL HANDLING SUMMARY 05 01 2007 05 05 2007 Total Answered Calls Abandoned Calls Start Time Workgroup of of of Talk Avg Handle Kage of of Hangup In er of ee of pa in Calls Calls Calis Time Talk Time Calls Calls meea Rn Calls Queue 05 01 2007 164 89 6 23 28 03 0 08 35 27 18 06 0 09 59 18 98 17 1 1 os o 105 ae 164 89 6 23 28 03 0 08 35 27 18 06 0 09 59 Cs AAEE 05 06 2007 05 12 2007 Total eE con cme com mme ron Tow
30. nonae com om ore Peele ES ee a a ee A A 05 13 2007 05 19 2007 Total Answered Calls Abandoned Calls te ted Talk Avg Handle of of Hangup In ae HR Calls Time Talk Time aa Calis Calls Queue Ring Calls Calls 282328 ors 394609 00922 27 107 26 1 10 40 s 160 _ ee A E a E A E E AEA EE S E E 05 20 2007 05 26 2007 Total Abandoned Calls HR Loe ae ee a KHAIR E cau com cm mme on Tor onae cans cam one P L L feel aas omn dn oam ean Poet om ae 248 221 89 1 25 17 21 0 06 51 29 31 49 oer 16 65 13 3 11 sam 4 15s 05 27 2007 05 31 2007 Total Answered Calls Abandoned Calls wee CARE of ven Talk Avg Bhs of of Hangup In vor SR Calls Cals Time Talk Calls Cals Queue Ring Call Sab Total aa SE E Grand Total Total Answered Calls eee eee Overfiowed Lae of ae of Avg kae Avg of Calls Talk Handle ramen Lage Calls os ss 86 2 07 52 24 0 07 41 4126 12 59 0 09 00 a Figure 20 This report shows inbound call handling data for workgroup 450 during the month of May in weekly intervals Subtotals and grand totals are given MaxReports Manual 59 Report Fields Start Time Start date for the report Workgroup Workgroup s extension number e Total of Calls Total inbound calls for the specified workgroup in the specified time period Calls are then broken out into three cate
31. optional 4 Select an increment in seconds Here you are asking for example how many calls were answered within 30 seconds how many took 31 60 seconds to answer and so on Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages ul SINGLE AGENT WG CALL ANSWERING TIME DISTRIBUTION ANALYSIS 205 JESTER HAIRSTON Inbound Call Distribution AA TJ 1 28 454 i 26 401 H 24 354 22 20 304 F 18 p t 16 t 14 204 H 12 F 10 154 e 10 j 6 5d p 4 t 2 0 L 0 0 120 121 240 241 360 361 480 481 600 601 720 gt 721 Seconds Calls ey D ri Outbound Call Distribution 30 100 A 30 244 t 80 2 70 184 t 60 y 124 t a0 1 30 64 t 20 Ki 10 0 C41 0 0 120 121 240 241 360 361 480 481 600 601 720 gt 721 Seconds Figure 12 This report shows inbound call answering time and outbound call connection time in intervals of 120 seconds as specified in the report query 44 MaxReports Manual Chapter 3 The Reports Graph Labels Inbound Calls Distribution Shows how long it took the agent to answer workgroup calls broken down by periods of seconds Seconds Displays the time intervals you specified in seconds e Calls The number of workgroup calls answered by the agent during the intervals shown e Percent T
32. ova cole Tow ey cote tok aoa coe tok asf cote tok ao 05 21 2007 205 i 03357 0 04 51 17 03024 oot 47 0 00 43 0 00 43 05212007 215 0 03 33 0 03 33 1 0 00 42 0 00 42 05 21 2007_ 235 i 0 0247 0 0247 o Direct Inbound Calls Direct Outbound Calls Start Date Agent Answered Ha PMT Conmected Hha Coe e SP Ye e e 0 16 33 0 04 08 0 00 02 0 00 02 0 02 12 0 00 33 12 0 51 33 0 04 17 Drect bound Cals a T a E A S T E AE TT a m mno woso 5 overs woos 17 07 30 moos 06 oozes Figure 8 This report sorted by date includes subtotals for each day and a grand total for the reporting period Report Fields Start Date Start date for the report e Agent Agent s extension number Direct Inbound Calls Displays the following call statistics For Answered calls e Calls Total number of direct inbound calls that were answered by the agent e Talk Total talk time on those direct inbound calls e Avg Average talk time per call Talk Calls For calls put on Hold MaxReports Manual 37 e Calls Total number of direct inbound calls that were put on hold e Talk Total hold time on those direct inbound calls e Avg Average hold time per call that was put on hold Talk Calls e For calls sent to VM e Calls Total number of direct inbound calls sent to voice mail e Talk Total time the caller was in voice mail e Avg Average time spent in voice mail per call that went t
33. screen You can also change the report description and view the report parameters List all favorite reports Name Report ID Report Name Scheduled Action Acer Lend week 4204 head ae WG Inbound Calls Summary 3 eg Running a Favorite Report Manually You can run a favorite report directly from the List all favorite reports screen by clicking its link You will not see the report s Set Parameters screen but you can check its parameters by clicking the report s Edit link Edit link Click the List all favorite reports In k to Name Report ID Report Type Scheduled Actio run the Tech Support Weekly 1201 Bae Performance Sot scheduled Edit Remove report Figure 29 Click a Favorite report s link to run the report When you run a favorite report manually you have the option to Export via email Export Setting Total Page count 2 Export Format HTML x I Separate to files page count per eingie ae 1 IV Export the specified C singlepage A Range of Pages page s From 10 To 1 barbara taylor altigen com scott lion altigen com rebecca sun altigen com Iv Export via email Use to separate email addresses Browse HTML on web To e mail the report to the specified e mail addresses separate the addresses with a semicolon check the Export via email check box then click the Export button After doing this you can use your browser s Back button to return to this screen and save the report
34. specified time period W Percentage that number is of the total workgroup calls for the specified time period Abandoned Calls Inbound Calls Total Calls e Overflowed Redirected e Calls Total number of that workgroup s overflowed and redirected calls in the specified time period e Percentage that number is of the total workgroup calls for the specified time period Overflowed Redirected Calls Inbound Calls Total Calls e Connected Outbound Calls Displays the workgroup s total number of outbound calls for the specified time period then displays data in three categories Calls Total number of connected outbound calls for the workgroup e Talk Total talk time on those outbound calls e Avg Average talk time per outbound call Talk Calls e Total WG Calls Total workgroup calls for the workgroup in the time period specified Data Source All data from the table WGSUMMARY 56 MaxReports Manual Chapter 3 The Reports 2206 Workgroup Inbound Calls Wait Time Summary Description Reports the wait time for total inbound calls including answered abandoned and overflowed for the specified workgroup Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a sp
35. the call spent in different call states in hours minutes seconds AA IVR Queue Ring e Talk e Hold e Record Start Priority The priority number the call was first assigned e Within SLT Was answering time within the service level threshold Yes or No The Service Level Threshold is set in MaxAdmin gt Workgroup Configuration gt General tab e Exit State The state the call was in at the time of disconnection e Session ID a unique number assigned by MAXCS to a call 98 MaxReports Manual Chapter 3 The Reports Seq ID A unique number that identifies multiple records of the same call same Session ID Data Source All data from the table CDRMAIN MaxReports Manual 99 3201 DNIS Call Summary Description Reports call summary information for the specified DNIS number Search Options Select one or more DNIS numbers Choose how to summarize the data by day week or month Specify a time range Narrow the report to specific days of the week and a span of time optional Select a group by option Choose whether to show empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Oo OY Oe ON DNIS S CALL SUMMARY 0410112007 04 07 2007 Total Abandoned Calls Overflowed of Start Date of TAk Avg Hey Avg of of Hangsin hangs In of of ele e
36. this DNIS number that were abandoned by an agent of Calls Percentage that number is of Total Calls Abandoned of Calls Total Calls e Hangs in Queue Number of calls that were abandoned while in queue Hangs in Ring Number of calls that were abandoned during ring Overflowed all calls with talk duration 0 and abandon target type 0 of Calls Number of calls to this DNIS number that were overflowed of Calls Percentage that number is of Total Calls Overflowed of Calls Total Calls of VM Number of callers that left voice mail Exit states are 15 16 of Calls in QUeue Number of calls that spent time in queue Exit state is 6 of Xfer Number of calls that were transferred Exit state is 12 Data Source All data from the table CDRMAIN Exit states of Answered Abandoned and Overflowed calls Answered Exit states are 8 9 10 11 12 23 24 25 Abandoned Exit state is 6 Overflowed Exit state is 7 MaxReports Manual 101 102 MaxReports Manual Index Numerics 1101 Agent Activity Event 23 1102 Agent Call Detail Report 25 1201 Agent Performance Summa ry 27 1202 WG Calls and Direct Call Ac tivity Summary Report 29 1203 Agent State Summary Re port 31 1204 Agent WG Inbound Calls Summary Report 33 1205 Agent WG Outbound Calls Summary Report 35 1206 Agent Direct Calls Summary Report 37 1301 Agent Call Volume Analysis 39 1302 Ag
37. 0 03 19 5 i Connected 1172727004 4 216 153 146 106 E psp Nissan 235 Marie oco0 07 0 06 14 o0e t4 5 Y Connected 11172727011 1 Wi Saree pad beeing me Fale canoso oooss s v Connected 1172727013 1 Cay seer elf Reacher a 0 00 12 o 00 04 0 05 33 oos 33 5 v Connected 1172727017 4 Ea compass ES bide loooto loos 5 Fanego 4172727027 4 ee eA 56 0 00 11 0 06 10 0 06 10 5 Y Connected 1172727027 5 n pee paren 0 00 33 4 se E piena 1172727028 4 in 08705 2007 03 05 2007 TAR A0A TIO TTOTONDIER 15208 Gin 0 00 280 00 04 0 04 0810 01 29 0 04 08 5 Y Connected 1172727028 5 07 08 00 07 14 09 Erterprise 7707090082 McBrse Pe ECET ae ee ae el yiminamssnnnmiene 21S Matt aes Yo cee uuz 2 Outbound se e penjar se Ts lAanve queue Ring Tak Hold Rec o3 0s 2007 03 05 2007 IS Met oe on aE Goto VM with Voice 06 15 19 06 16 23 Quarrngton Semudi 00034 S iosa 1172727000 1 03 05 2007 03 05 2007 235 Martin aaa es Te ees Rees ences meds 0 00 03 0 0807 0 087 5 y Connected 1172727001 1 Out poner pron 14848830127 205 ee McBrce 0 00 17 0 02 32 0 02 32 Connected 1172727006 1 03 05 2007 03 05 2007 235 Marin seller Out OGL aT ats WONNZZST Oe nsaon 0 00 06 0 00 22 0 0022 Y Connected 1172727007 1 03 05 2007
38. 0 12 00 12 00 13 00 13 00 14 00 14 00 15 00 2 Num Of Incoming Call zow RNE 68888 636 is o 15 00 16 00 16 00 17 00 Hour of day 450 Customer Service E in Queue E Without Queue 100 80 4 60 40 Percent of Total 20 4 0 T T T T 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 Hour of day 13001400 14001500 1500 1600 16 00 17 00 Figure 44 The top graph shows the number of incoming calls that spent time in queue and those that did not The bottom graph shows percentage of total calls that spent time in queue and those that did not spend time in queue Data Source All data from the table WGSUMMARY MaxReports Manual 87 2313 Average Call Handling Time Description Reports average call handling time including total talk time average talk time and total handling time for the specified workgroup Reports in table format and one line graph Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specifi
39. 0 East Plumeria Dr San Jose CA 95134 Telephone 888 AltiGen 258 4436 Fax 408 597 9020 E mail info altigen com Web site www altigen com Copyright AltiGen Communications Inc 2011 All rights reserved Contents CHAPTER 1 Installation and AcceSS 00 eee ee 1 REQUIFEMENTS Goi S La a ee ee Raat ee ae hee ae pe ee ees 1 Installing MaxReports 20 0000 ee 1 Accessing MaxReports Remotely 000 eee es 4 CHAPTER 2 Using MaxReports 000 cee ee 5 MaxReports Administration 0 000 5 Administrator Profile 2 ce 6 CDR Database Registration 1 saaa a a 7 MaxACD Registration lt 6 3 c2i 0g each ae a Gee ee ee BE aS eb ee te 8 User Management s sri ranea ween eae ee encase ae A eal Wa a ea ae 9 Mail Server Configuration 0 0 es 10 Backup and Restore 2c aes ee ee ee a ee ee a ae 11 Log Configuration nce st x die eta da dae Me eh ha ee Se ee es 12 Logging in to Run ReportS 2 ce 12 Available Reports i tes ee rose hae es Se eG a ale Pa Sw Bae ee eae se 14 Available Report Formats sasaaa a es 15 RUNNING REPOS zi e a Gt aE wt GOO Soda a a a baw ala OE OA es 16 Setting Parameters in the Export Report Screen saasaa saana aa 18 Scheduling Favorite Reports 0 00 aa es 19 Running a Favorite Report Manually a 20 Printing ATMEL RE POMS sis ee iy a oe ace A ede ae ares eed eee ae Bde Soha pee alee 21 CHAPTER 3 The Reports saaana a a halal eck nage sich So a
40. 3 18 12 3 0 0 34 24 0 02 52 02 01 2007 205 266 27 24 30 0 06 10 137 51 5 17 12 11 0 07 32 57 21 4 4 43 32 0 04 58 41 15 4 3 03 44 0 04 28 31 11 7 2 25 03 0 04 40 Sub Total 667 51 13 58 0 04 36 360 54 0 36 15 31 0 06 02 193 28 9 7 16 08 0 02 15 74 10 6 4 42 52 0 03 59 43 6 4 2 59 27 0 04 10 03 01 2007 03 31 2007 PARR Teg loam etme owl ee oe eae tee fom Se Start Date eC 03 01 2007 196 285 15 06 12 0 03 10 163 57 2 13 14 28 0 04 52 109 38 2 1 27 51 0 00 48 7 25 0 09 13 0 01 19 6 2 1 0 14 40 0 02 26 03 01 2007 205 396 38 12 20 0 08 47 175 442 21 2849 00721 vaca 6109 12 0 0358 60 15 2 5 45 11 0 05 45 68 17 2 4 49 18 0 04 15 03 01 2007 206 272 22 49 04 0 05 02 91 33 5 8 03 14 0 05 18 181 86 5 14 45 50 0 04 53 Sub Total 953 76 07 46 0 04 47 338 35 5 34 43 17 0 06 09 aaa 7 37 03 0 02 15 158 16 6 13 57 38 0 05 18 255 26 8 19 49 48 0 04 39 Grand Total Cats Workgroup inbound Workgroup Outbound irectinbound DirectOutbound a ee ee 2462 188 32 49 0 04 35 1137 46 2 116 43 45 0 06 09 549 22 3 17 55 41 0 01 57 334 13 6 24 02 45 0 04 19 442 18 0 29 50 38 0 04 03 Figure 16 This report was run on two agents in the Customer Service workgroup for the first quarter of the year The specifie
41. 8 0 00 04 58 1 47 00 0 01 50 286 6 35 17 0 01 22 Sub Total 92 11 08 1 08 19 0 00 04 163 4 35 10 0 01 41 806 19 12 54 0 01 25 Figure 6 Monthly summaries were selected as a report parameter for this first quarter reporting period Report Fields Start Date Start date for the report WG The workgroup s number e Calls Offered Number of calls sent to the agent RNA Number of calls for which the agent was rung but did not answer Answered Summary statistics for answered calls e Calls Number of calls answered e Talk Total talk time on all calls e AvgTalk Average talk time per call Talk Calls e Ring Time that all calls to this agent spent in the ring state e AvgRing Average ringing time per call Ring Calls Hold e Calls Number of calls put on hold e Total Total time all calls spent on hold Avg Average time per call spent on hold Total Calls MaxReports Manual 33 e Wrap Up e Calls Number of calls requiring wrap up activity e Total Total time spent in wrap up activities e Avg Avg time per call spent in wrap up activities Total Calls Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 34 MaxReports Manual Chapter 3 The Reports 1205 Agent WG Outbound Calls Summary Report Description Reports summary statistics for an agent s outbound workgroup calls for the reporting period Report Options Select an agent and one or more workgroups that agent is a
42. 96 Rebecca Hirschfeld Duration in different state while logon eae Logon Pae 05 29 2007 196 18 12 17 5 47 43 0 23 58 05 30 2007 496 24 00 00 42 12 17 5 47 43 1 21 25 0 07 42 0 08 10 ae oe s ain ee eo Ne ee ra o E a ae a m aatis a AA TEDE o adem sae m R A E A E eer 717 Jesse Woodrow Duration in different state while logon one Weide weBusy wrap Up Not Ready DNDFWOD_ Error Direct Call Duration 05 29 2007 717 24 00 00 05 30 2007 a7 24 00 00 Sub Total 40 00 00 e Grand Total Duration in different statewhile logon A WG Busy Direct Call Duration Logoff WG Idle 60233216 327 9 09 56 3 09 02 2513 17 3003 2 13 28 Figure 5 This report grouped by agent subtotals the time each agent spent in each state and then displays a grand total in each state for the reporting period Report Fields Start Date Start date for the report Agent Agent s extension number Logoff The total time the agent was logged off during the time period specified Logon The total time the agent was logged in during the time period specified Duration in different states while logged on e WG Idle Time the agent was in Idle state e WG Busy Time the agent was in Busy state e Wrap Up Time the agent was in wrap up state after disconnecting from a call MaxReports Manual 31 Not Ready Time the agent was not ready to take workgroup calls applies to all workgroups the agent is logged into
43. BECCA HIRSCHFELD Average Workgroup Call Handling Time In amp Out 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 196 Rebecca Hirschfeld s RS ws a 3 K S S as K DY SA y DA NA g DA v Y Y es Ca Na i Ne oe A Hour of day Figure 10 This report displays average workgroup call handling time in table and graph formats for agent extension 196 Report Fields Report Interval Hour of day or Day of week Displays the report interval as specified in the report parameters Average Workgroup Call Handling Time In amp Out Adds total of inbound workgroup talk hold and wrap up times and outbound workgroup connected hold and wrap up times and divides by the total number of calls workgroup inbound answered calls plus workgroup outbound connected calls MaxReports Manual 41 Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 42 MaxReports Manual Chapter 3 The Reports 1303 Agent Contribution to each WG Inbound Outbound Description Graphs the percentage of workgroup calls answered and made by the specified agent and the percentage of time spent on those calls for each workgroup the agent belongs to Report Options 1 a eed Select the agent and the agent s workgroup s Specify a time range for the report Narrow the report to specific days of the week and a
44. Chapter 2 Using MaxReports 2206 Inbound Calls Wait Time Summary 2207 Inbound Calls Handling Summary 2208 Outbound Calls Handling Summary 2209 Service Level Summary Report e Workgroup Analysis Reports 2301 Inbound Answered Calls Wait Time 2302 Inbound Abandoned Calls Wait Time 2303 Inbound Overflowed Redirected Calls Wait Time 2304 Inbound Calls Handling Time 2305 Outbound Calls Handling Time 2306 Inbound Call Priority 2307 Cumulative Inbound Outbound Calls 2308 Cumulative Inbound Calls Wait Time 2309 Cumulative Inbound Calls Analysis 2310 Cumulative Outbound Calls Handling 2311 Total and Inbound Calls ANS ABN OFL 2312 Total and WG Inbound Calls in Queue 2313 Average Incoming Calls Handling Time 2314 Total Outbound Calls 2315 Total Outbound Calls Handling Time 2316 Daily Max Number of Calls in Queue 2317 Daily Longest Queue Time 2318 Daily Real Time Service Level 2319 Historical Service Level Summary Report Available Report Formats These are examples of the available report formats HTML PDF Excel Some reports are produced in graph format as well Single agent WG Inbound Calls Summary Report 350 Andy Land nol oo O m oo o a S aoup onere CORA 01 24 2011 00 03 43 00 00 20 00 00 35 00 00 03 00 02 40 00 00 32 01 25 2011 00 10 10 00 00 16 00 03 32 00 00 05 01 26 2011 00 00 13 00 00 13 00 00 04 00 00 04 01 27 2011 00 01 39 00 00 33 00 00 15 00 00 05 00
45. Components Chapter 1 Installation and Access Choose which features of Apache Tomcat you want to install Check the components you want to install Click Next to continue install and uncheck the components you don t want to Select the type of install Custom Or select the optional g components you wish to install Space required 12 7MB 5 Choose a folder in wh Description Tomcat Automatically start Core Tomcat when the Service computer is started Native This requires Windows Start Menu Items NT 4 0 Windows 2000 or Windows XP Documentation Examples Webapps SAKK ich to install Tomcat and click Next In the Basic Settings dialog box enter the HTTP 1 1 Connector Port and Administrator login User Name and Password then click Next ja Apache Tomcat Setup Configuration Configuration Tomcat basic configuration HTTP 1 1 Connector Port Administrator Login User Name Password Options The HTTP Port defaults to 8080 If Port 8080 is not available it can be changed to a different port such as 80 The User Name and Password are for Tomcat administration In the Java Virtual Machine path dialog box select the path of a J2SE 6 0 JRE installed on your system 8 Click Install After successful instal available 10 After successful instal lation of Tomcat 6 0 the MaxReports installation button is Click the Install MaxReports button to install MaxReports latio
46. Data Source All data from the table WGSUMMARY MaxReports Manual 89 2314 Total Outbound Calls Description Reports total outbound calls for the specified workgroup Reports results in table format and a bar graph Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report ae Siew Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S TOTAL OUTBOUND CALLS 300 Sales Workgroup 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 300 Sales Workgroup 60 504 404 7 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 Hour of day Num of Call 8 o Figure 47 The report data shows number of outbound calls by hour of day for the Sales workgroup in the time period specified Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day e Total Outbound Calls Total outbound calls connected in the specified time interval Data Source Al
47. Database Server IP Database Database User Database Name on PEA ELEN Address Pot Server Type Account the Server SEEMS Action cdr 10 30 8 90 1433 porte sa EXTERNAL_CDR Connected Edit Remove Register New CDR Database nn Figure 4 CDR Database Registration gt List All Databases In order for MaxReports to access the SQL database where the CDR records are stored the administrator must register a CDR database To add a database click the Register New CDR Database link in the CDR Database Registration window Home Page LoginName admin Role Admin CDR Database Registration gt Add Database Server Type S y Database Server IP Address Loo SSS e Port L Database User Account Mp Database User Password Add Figure 5 CDR Database Registration gt Add In the CDR Database Registration gt Add window enter the necessary information in the blank fields for Database Description Database Server Type Database Server IP Address Port use the default port 1433 unless you have a port conflict with another application Database User Account Database User Password and Database Name on the Server Click the Add button when finished The status should show Connected If it doesn t use the Edit link in the Action column to correct the database settings To edit or remove an existing CDR Database use the Edit or Remove link in the Action column MaxReports Manual 7
48. NIS Call Summary 100 DNIS Reports DNIS Call Detail Report 98 DNIS Call Summary 100 DNIS limiting access to 9 export settings 18 exporting a report 18 F favorite reports editing 20 removing 20 running manually 20 scheduling 19 H Historical Service Level Summary Report 96 I installation 1 MaxReports Manual 103 J Java Runtime Environment re quirement 1 L limiting user s access 9 log configuration 12 mail server configuration 10 managing users 9 MaxACD registration 8 MaxReports backup 11 installation 1 requirements 1 restore 11 P printing reports 21 Q query preference 13 query preference selecting 13 R registering CDR database 7 registering MaxACD 8 remote access 4 reports 23 adding to favorites 18 browsing on web 18 dividing into several files 18 exporting 18 formats 15 18 list of 14 printing HTML 21 running 16 saving parameters 18 requirements 1 restore backup file 11 S scheduling favorite reports 19 T Tomcat requirement 1 Total amp Inbound Calls ANS ABN OFL 84 Total amp WG Inbound Calls in Queue 86 Total Outbound Calls 90 Total Outbound Calls Handling Time 91 MaxReports Manual 104 U user login 12 user management 9 user role 5 W Web Print feature 21 WG Calls and Direct Call Activity Summary Report 29 Workgroup Agent Call Activity Sum mary with Analysis 51 Workgroup Agent Call Time Contri bution Comparison 53 Workgroup A
49. alls lt Sub Total of Talk gt e Agent calls are then broken out into categories Workgroup Inbound Workgroup Outbound Direct Inbound Direct Outbound Each category displays the following e Calls Total calls the agent was connected to in that category during the specified time period for the specified workgroup e Percentage that number is of all workgroup calls that fall into that category in the specified time period category Calls category lt Sub Total of Calls gt e Talk Agent s total talk time in that category e Percentage that duration is of total workgroup talk time in that category in the specified time period category Talk category lt Sub Total of Talk gt Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 54 MaxReports Manual Chapter 3 The Reports 2205 Workgroup Inbound Outbound Call Summary with Analysis Description Reports all inbound answered abandoned overflowed calls and outbound connected calls for the specified workgroup s Report Options 1 Or CS ON oN Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include
50. an of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages 1O Ol Oh ee WG S INBOUND CALLS WAIT TIME SUMMARY 05 01 2007 05 05 2007 SLT Service Level Threshold Total Answered Abandoned ABN Overflowed Redirected Start Time Workgroup Inbound Hangup in Total ABN Calls Calls WT Avg WT Queue Ring Calls WT Avg WT Calls WT Avg WT 05 01 2007 450 164 6 28 42 0 02 22 18 1 16 20 0 04 14 1 0 00 09 0 00 09 SubTota 483 4164 6 28 42 0 02 22 48 1 16 20 0 04 14 1 0 00 09 0 00 09 05 06 2007 05 12 2007 SLT Service Level Threshold Total Abandoned ABN Start Time Workgroup Inbound Hangupin Calis 05 06 2007 450 235 16 22 17 0 04 10 33 2 27 31 0 04 28 19 0 48 36 0 02 33 Sub Total 235 16 22 17 0 04 10 33 2 27 34 0 04 28 19 0 48 36 0 02 33 05 13 2007 05 19 2007 SLT Service Level Threshold Total Answered Overflowed Redirected ee ees Calls Queue Ring cas wr Avow Avg WT 216 7 46 33 0 02 09 10 0 31 16 0 03 07 SubTot 253 216 7 46 33 0 02 09 26 4 27 1 30 42 0 03 24 10 0 31 16 0 03 07 05 20 2007 05 26 2007 SLT Service Level Threshold Total caw 05 20 2007 450 221 7 19 33 0 01 59 16 0 31 24 0 01 57 11 0 00 51 0 00 04 ss SubTotal
51. appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S CUMULATIVE OUTBOUND CALLS HANDLING Avg Handing Time _ of Xter_ 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 0 54 26 1 54 39 1 57 05 1 37 01 1 34 06 4 14 56 2 06 50 0 40 22 3 03 31 0 17 45 0 51 35 19 12 16 0 0 0 0 0 0 0 0 0 0 0 0 02 16 26 37 49 0 03 09 o Figure 39 This report shows outbound call data for workgroup 450 for the month of February from 7 a m to 6 p m The report interval is hour of day Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Total Connected Calls Shows the total number of connected outbound calls for the specified workgroup in the specified time period Total Talk Time Total talk time on all outbound calls Avg Talk Time Average talk time per call Total Talk Time Total Connected Calls Total Handling Time Total handling time talk time hold time wrap up time on all connect
52. cific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Ot Oy Ol ee Ne SINGLE WG AGENT CALL TIME CONTRIBUTION COMPARISON 450 CUSTOMER SERVICE 01 01 2007 01 31 2007 saroso laon vane ar eT Workgroup Inbound Workgroup OutBound Start Date ap ae re a f e Toe f e ele oe aoe ree a ole e E 01 01 2007 196 pasjes 459 41 9 26 07 28 34 7 246 450 o4 24 39 37 4 158 for 9 3 01 ste 39 32 8 0 57 13 15 5 18 7 6 paa 8 5 01 01 2007 205 Jester Hairston 637 58 1 49 14 24 65 3 324 sron sso eo 14 8 1 0 12 55 6 7 80 67 2 S235 e458 2 219 92 4 7 55 25 f SubTotal 1096 100 0 75 214 52 100 0 e 57 18 08 100 0 172 100 0 3 14 07 02 01 2007 02 28 2007 All Calls Workgroup Inbound Workgroup OutBound Direct Inbound Direct Outbound Start Date Agent Cais Tak Calls Tak Cals Tak Calis Tak cai T 02 01 2007 196 prae 488 48 3 26 22 17 42 3 278 54 3 22 21 39 46 4 151 43 4 3 05 20 32 6 38 39 2 1 58 11 33 6 21 38 9 0 57 07 27 1 f 12 01 2007 205 Jester Hairston 523 51 7 38 43 20 57 7 234 45 7 25 52 49 53 6 197 56 6 6 23 19 67 4 59 60 8 3 53 43 66 4 33
53. d summary interval was by month Report Fields Start Date Start date for the report e Agent Agent s extension number All Calls Data on all calls the agent was connected to in the specified time period e Calls Total number of calls the agent handled e Talk Total talk time on all that agent s calls MaxReports Manual 51 Avg Average talk time per call Talk Calls e Agent calls are then broken out into categories Workgroup Inbound Workgroup Outbound Direct Inbound Direct Outbound Each category displays the following e Calls Total calls the agent was connected to in that category during the specified time period W The percentage of the agent s calls that fall into that category category Calls All Calls Calls e Talk Total talk time in that category e Avg Average talk time in that category Talk Calls Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 52 MaxReports Manual Chapter 3 The Reports 2204 Workgroup Agent Call Time Contribution Comparison Description Reports all calls including inbound workgroup outbound workgroup direct inbound and direct outbound calls for the specified workgroup agent s Report Options Select a workgroup then select agent s assigned to that workgroup Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to spe
54. d workgroup Reports in table format and two graphs distribution and cumulative Report Options 1 OTN ON GUNS a Go Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Specify an increment of time from every 30 seconds to every 600 seconds Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Report Fields Start Date Start date for the report e Total Calls Answered Number of inbound workgroup calls answered in the specified time period Call Answering Time Answering time talk time hold time Data is broken out into intervals of seconds as specified in the report for example calls requiring less than 120 seconds calls requiring from 121 240 seconds and so on The time intervals are column headings Each interval has two columns e Calls Number of calls requiring the length of time specified in the column heading e The percentage that number is of the total calls answered in the specified time period time interval Calls Total Calls Answered Data Source All data from the table CDRMAIN MaxReports Manual 71 2305 Work
55. e Page LoginName aland Role User Query preference Step by step Report gt 1204 Single agent WG Inbound Calls Summary Report gt Export report Total Page count 1 Export Setting Export Format HTML I HTML r Separate to files Page count per single file Excel I Export the specified page s C Single page A Range of Pages From 1 7 To 1x Browse HTML on web Export to local Add to favorites Figure 25 Export settings Setting Parameters in the Export Report Screen The Export Report screen shows the total page count for the report and gives you the following options e Lets you select a format for the report HTML PDF or Excel e Lets you save the report by clicking the Export to local button e Lets you divide the report into more than one file Use the drop down list to specify the number of pages you want in each file Then when you save the report by clicking Export to local the files are saved into one ZIP file Each file in the ZIP file is named with the report number and the page range contained in that file Type Packe Has Siz R Date HTML Document 9KB No 405KB 98 9 18 2007 11 46 AM HTML Document 10KB No 457KB 98 9 18 2007 11 46 AM report1202_page_7_9 html HTML Document 10KB No 349KB 98 9 18 2007 11 46 AM Figure 26 A report separated into three files When you divide the report into more than one file and then click the Browse HTML on web button the report i
56. e a favorite report to run automatically check the Enable auto schedule check box in the Add Favorite Report dialog box The scheduling options appear Add favorite report Report ID Report Name 1204 Single agent WG Inbound Calls Summary Report Agent Land weekly Run every Monday for previous week p V Enable auto schedule Server Time 01 31 2011 23 28 25 Recurrent Start Date 01 31 2011 Daily Every 1 7 Days Sun Mon Tue Wed Thu Fri Sat Weekly Every 1 weeks e u m mj mj mj C Day 1 7 Month C Monthly Every 1 gt Months C First day of the month C Last day of the month Send Report at 0 7 u Send Report to Use to separate email addresses Name Description htrimble altigen com gwoods altigen com bteefaltigen com Figure 28 Add favorite report dialog box with scheduling options MaxReports Manual 19 Set a schedule for the report If you want the report e mailed to specified people list their e mail addresses in the Send Report to section Separate e mail addresses with a semicolon Then click the Submit button Important When defining a report schedule for a specific time you must set the schedule at least 15 minutes in advance For example to run a report at 5 00 PM you must configure the report schedule before 4 45 PM Later you can change the schedule and e mail list by clicking on the report s Edit link in the List All Favorite Reports
57. e of calls that met the Total Service Level by specified time interval day of week in this case The bottom graph shows the percentage of answered calls that met the Answer Service Level by specified time interval Data Source All data from the table WGSUMMARY MaxReports Manual 97 DNIS Reports This section describes DNIS reports 3101 DNIS Call Detail Report Description Reports call detail information for the specified DNIS number Report Options 1 Select one or more DNIS numbers Specify a time range Narrow the report to specific days of the week and a span of time optional Click Run Report 1 ee a Select the export format HTML PDF Excel and whether to separate the results into several files and or export only specified pages DNIS S CALL DETAIL REPORT 583 SLT Service Level Threshold Start End Duration in Different Call State Start in Exit Session Seq Time Time Caller Agent JAAAVR Queue Ring Talk Hold Rec Priority SLT State D D gt Soy 04 03 2007 04 03 2007 7142797424 ST OF aan annziond 44 21 30 14 23 21 CALIF EDD 103 Cmon Osas 0 00 13 0 00 07 0 01 31 Connected 1175578553 1 Figure 55 This figure shows one record of a DNIS Call Detail Report Report Fields Start Time Time the call came in End Time Time of disconnection e Caller Phone number of the caller e Agent The agent who was rung Duration in Different Call States Amount of time
58. e y Goto VM without Leaving Voice 14 43 08 14 43 41 petr jig Message 05 01 2007 05 01 2007 14 44 35 14 46 14 05 01 2007 05 01 2007 15 55 23 15 55 24 1177987307 1 Connected 1177987312 1 Hang up During Ring 1177987396 6 Figure 2 This report displays inbound and outbound call data for agent extension 196 for one day in May Report Fields e Dir The direction of the call Inbound or Outbound Start Time Time the call started End Time Time the call ended e Caller Available information about the caller PSTN phone number IP phone number name calling from a cell phone etc WG The number of the workgroup MaxReports Manual 25 Duration in Different Call States Displays how long the call spent in different call states AA IVR Listening to and making a selection in the AA IVR Queue Waiting for an agent after making a selection Ring Waiting for an agent to answer a ring Talk Talking with an agent Hold Time spent on hold after talking with an agent starts Rec For how long the call was recorded Start Priority The priority this call had when it came in Within SLT Was the time the caller had to wait before connecting to an agent within the service level threshold specified Yes or No The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab Exit State The state the call was in when the caller exited the call Examples
59. ection list Select workgroup s Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Or Ot ae N WG S DAILY REAL TIME SERVICE LEVEL 450 Customer Service 450 Customer Service 05 09 2007 120 100 80 60 40 Service Level 20 09 00 09 15 09 30 Figure 52 This report shows the service level by time of day for the reporting period one day in this case Report Fields e Service Level The service level during the given time interval The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab Time of Day The time of day in intervals of 15 minutes or 30 minutes depending on what will fit on the graph an 11 hour day will show in 15 minute increments Data Source All data from the table WGRTSUMMARY MaxReports Manual 95 2319 Historical Service Level Summary Report Description Gives a summary of calls that did not meet the service level breaking them out into Answered Abandoned and Overflowed Redirected categories The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab Report Options 1 Select an agent if you want only that agent s workgroups t
60. ed calls Avg Handling Time Average handling time per call Total handling Time Total Connected Calls of Xfer Total number of outbound calls that were transferred The data is also displayed in two graphs 82 MaxReports Manual Chapter 3 The Reports 450 Customer Service 100 60 404 a 0 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 01 Hour of day Calls o 450 Customer Service B Avg Talk E Avg Handling 0 10 00 Q 07 00 08 00 08 00 09 00 09 0011 0 00 10 00 11 00 11 00 12 00 12001 3 00 13 001 4 00 14 001 5 00 15 00 16 00 16 00 17 00 17 00 18 00 Hour of day Figure 40 The top graph shows number of calls per selected time period The bottom graph shows average talk time and average handling time Data Source All data from the table WGSUMMARY MaxReports Manual 83 2311 Total and Inbound Calls ANS ABN OFL Description Reports the total number and percent of inbound calls that were answered abandoned overflowed redirected Reports results in table format and two graphs Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span o
61. ed pages Soy OL gt WN WG S AVERAGE INCOMING CALL HANDLING TIME ANALYSIS 450 Customer Service 09 00 10 00 28 207 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 E N 102 20 04 0 06 41 124 42 07 0 08 09 Figure 45 This data on the Customer Service group is from the month of April from 9 a m to 5 p m It is reported by hour of day Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day e Total Answered Calls Total inbound calls answered in the specified time interval e Total Talk Time Total talk time on those calls e Average Talk Time Average talk time per call Total Talk Time Total Answered Calls Total Handling Time Total handling time talk time hold time wrap up time for all calls answered in the specified time interval Avg Handling Time Average handling time per call Total Handling Time Total Answered Calls The data is also displayed in a line graph 88 MaxReports Manual Chapter 3 The Reports 450 Customer Service B Avg Talk E Avg Handling 0 15 00 0 14 004 0 12 00 4 0 10 00 4 0 08 00 0 06 00 0 04 00 4 0 02 00 4 a 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 001 4 00 14 00 15 00 15 00 16 00 16 00 17 00 Hour of day Figure 46 A line graph shows average talk time and average handling time for the reporting period by hour of day
62. empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S INBOUND OUTBOUND CALL SUMMARY REPORT WITH ANALYSIS 410 IT Workgroup Inbound Calis Connected Outbound Calls we Cals cais Tak Avo cas cas J cats Tak Avg Calls 05 01 2007 50 0 0 00 35 0 00 35 5 5 17 05 06 2007 0 0 05 13 2007 100 0 0 00 39 0 00 19 05 20 2007 0 00 07 0 00 07 05 27 2007 a eran oor 600 2 26 4 143 51 1 36 05 0 01 53 58 Figure 18 This report shows inbound and outbound calls to the IT workgroup during the month of May displayed in one week intervals Report Fields Start Date Start date for the report Workgroup Workgroup s number Inbound Calls Displays the workgroup s total number of inbound calls Total Calls for the specified time period then displays call data in three categories Answered e Calls Total number of calls answered in that workgroup in the specified time period e Percentage that number is of the total workgroup calls for the specified time period Answered Calls Inbound Calls Total Calls Talk Total talk time on those answered calls Avg Average talk time per call Answered Talk Answered Calls MaxReports Manual 55 e Abandoned e Calls The number of calls abandoned in that workgroup in the
63. ent Average WG Call Han dling Time Analysis 41 1303 Agent Contribution to each WG Inbound Outbound 43 2101 Workgroup Call Detail Re port 46 2201 Workgroup Agent s State 48 2202 Workgroup Agent s Perfor mance Summary 49 2203 Workgroup Agent Call Activ ity Summary with Analysis 51 2204 Workgroup Agent Call Time Contribution Comparison 53 2205 Workgroup Inbound Out bound Call Summary with Anal ysis 55 2206 Workgroup Inbound Calls Wait Time Summary 57 2207 Workgroup Inbound Call Handling Summary 59 2208 Workgroup Outbound Call Handling Summary 61 2208 Workgroup Service Level Summary Report 63 2301 Workgroup Inbound An swered Call Wait Time 65 2302 Workgroup Inbound Aban doned Call Wait Time 67 2303 Workgroup Inbound Over flowed Redirected Calls Wait Time 69 2304 Workgroup Inbound Calls Answering Time 71 2305 Workgroup Outbound Call Handling Time 72 2306 Workgroup Inbound Call Pri ority 74 2307 Workgroup Cumulative In bound Outbound Call 76 2308 Workgroup Cumulative In bound Call Wait Time 78 2309 Workgroup Cumulative In bound Call Handling 80 2310 Cumulative Outbound Call Handling 82 2311 Total amp Inbound Calls ANS ABN OFL 84 2312 Total amp WG Inbound Calls in Queue 86 2313 Average Call Handling Time 88 2314 Total Outbound Calls 90 2315 Total Outbound Calls Han dling Time 91 2316 Daily Max Number of Calls in Q
64. eral files and or export only specified pages ON Clear Ga WG S DAILY MAX NUMBER OF CALLS IN QUEUE 450 Customer Service 450 Customer Service 05 07 2007 10 a 38 5 6 2 4 o amp 2 2 0 o n o a a 5 a 4a o a g o a n o e o n G o S ee SS ee a ee ae OS en a 6 6 6 6 FSF FE A AH A A B amp B A M F F FF G o e o o gt e e pS ge eT eTl Tl Time of Day 450 Customer Service 05 08 2007 10 a 38 5 c 2 4 o E 3232 0 r r T T o wo o wo o wo oO wo o wo Oo wo o wo Oo wo o wo WO o wo Oo wo o Se Oss Se oe ee om Ss ee I Se eo I Ost So a SF SS WA A A A HH GB ww wo SF SF SF G Bie e o e a ae ee See a E gl ante TOMO S a O OO O Figure 50 This report shows the maximum number of calls in queue for workgroup 450 during the specified reporting period in 15 minute intervals Report Fields Max Calls in Queue The maximum number of calls that were in the queue in the given time interval Time of Day The time of day in intervals of 15 minutes or 30 minutes depending on what will fit on the graph an 11 hour day will show in 15 minute increments Data Source All data from the table WGRTSUMMARY MaxReports Manual 93 2317 Daily Longest Queue Time Description Reports the longest queue time in minutes and hours for workgroup calls in a line chart format Report Options 1 Select an agent if you
65. ers that hung up during ringing Overflowed Redirected of Calls Number of inbound calls that were overflowed redirected e Percentage those calls are of the total calls Overflowed Redirected of Calls Total of Calls Total Calls in Queue Number of calls that spent time in queue of VM Number of callers that left voice mail of Xfer Number of callers who were transferred The data is also reported in two graphs 450 Customer Service m Avg Talk E Avg Handling 0 11 00 0 10 00 4 0 06 00 0 04 00 4 0 02 00 4 Average Talk and Handling Time Trend Analysis G Monday Tuesday Wednesday Thursday Friday Day of week 450 Customer Service B in Queue E in ring 120 804 60 404 Abandon Type Analysis 204 Monday Tuesday Wednesday Thursday Friday Day of week Figure 38 The top graph shows average talk time and average handling time by day of week The bottom graph shows where abandoned calls were when they were abandoned Data Source All data from the table WGSUMMARY MaxReports Manual 81 2310 Cumulative Outbound Calls Handling Description Reports statistics for outbound calls handled by the specified workgroup Reports results in table format and two graphs Report Options 1 ae Siew 450 Customer Service Total Connected Calls Total Talk Time 30 0 54 Sub Total Select an agent if you want only that agent s workgroups to
66. escription Reports inbound overflowed redirected calls wait time statistics for the specified workgroup Reports in table format and two graphs distribution and cumulative Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Specify an increment for wait time from every 5 seconds to every 300 seconds Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Co Ot ee eS WG S INBOUND OVERFLOWED REDIRECTED CALLS WAIT TIME 450 Customer Service Total Overflow Redirect Calls Wait Time Queue Ring Within Start Date cal oso m 12180 181 240 29 300 soseo gt OvRED cats cas cas cas cas cas cats 05 07 2007 0508 2007 05 09 2007 0540 2007 05 11 2007 Figure 27 This data covers a one week time period for workgroup 450 broken out by day Report Fields Start Date Start date for the report e Total Calls OV RED Number of inbound workgroup calls overflowed redirected in the specified time period e Overflow Redirect Calls Wait Time Wait time queue time ring t
67. essage atkinsii ik 05 01 2007 05 01 2007 10 90 0 110 8255705912 Enterprise Fee a 14 05 39 14 14 28 9285700912 450 0 01 08 0 00 02 0 07 39 ee Connected RES 05 01 2007 05 01 2007 10 100 110 2032 mast Enterprise 14 18 49 14 29 19 m 05 01 2007 05 01 2007 10 100 osname Enterprise 14 43 24 14 55 14 7035422200 05 01 2007 05 01 2007 10 10 O 110 5742581044 Enterprise 14 50 28 15 10 51 74258 1044 05 01 2007 05 01 2007 15 02 13 15 19 50 05 01 2007 05 01 2007 10 100 oo 74900457 Enterprise 15 20 48 15 26 06 7490945 05 01 2007 05 01 2007 10100 EE Gis 15 49 10 15 51 08 6234490085 05 01 2007 05 01 2007 10 10 0 110 2575684829 Enterprise 15 52 52 15 55 23 2675064029 Outbound Calls el m ie m he foo es Fea se __ sm faznveloueve Ring Tak Hot Res Provty sit 450 0 00 09 0 07 13 0 00 02 0 03 06 0 03 06 Connected 1177987285 450 0 00 05 0 04 10 0 00 03 0 07 32 0 07 32 Connected 1177987308 450 0 00 07 0 04 44 0 00 02 0 15 30 0 15 29 Connected 1177987325 5513583030 GLOBAL TEL 450 0 00 04 0 09 14 0 00 02 0 08 17 0 08 17 Connected 1177987347 450 0 00 07 0 02 48 0 00 02 0 02 21 0 02 21 Connected 1177987367 450 0 00 21 0 00 020 01 35 0 01 35 Connected 1177987390 0 00 57 0 00 02 0 01 30 0 00 02 0 01 30 Transfer 1177987396 pesos pond General VM 1177987251 1 05 01 2007 05 01 2007 13 49 10 13 52 32 cue bee tee 05 01 2007 05 01 2007 su oe Sia ee
68. f time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Soy OL gt WN WG S INBOUND CALLS ANS ABN OFL ANALYSIS 300 Sales Workgroup otcan otcat ofcan ofcan otcan otcai 09 00 10 00 i 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 14 4 5 1 Sub Total 435 26 60 0 9 zs 79 18 2 Figure 41 The call totals shown on this report are drawn from data on the Sales workgroup for the month of March They are reported by hour of day as specified 14 22 22 12 4 9 r 5 Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day e Total Inbound Calls Total inbound calls for the specified workgroup in the specified time period Answered of Calls Number of calls that were answered of Calls Percentage that number is of the total number of inbound calls Answered of Calls Total Inbound Calls Abandoned Calls of Calls Number of calls that were abandoned by the caller of Calls Percentage that number is of the total number of inbound calls Abandoned of Calls Total Inbound Calls Overflowed Redirected Calls of Calls Number of calls that were overflowed redirected 84 MaxReports Manual Chapter 3
69. ge 05 20 2007 329 Georgette George 05 27 2007 329 Georgette George Sub Total Grand Total Login Duration Not Ready DND FWD Error 102 40 00 1 08 50 0 16 13 Figure 14 This report shows length of time the agent spent in various states logged in not ready DND FWD error during the reporting period Subtotals and grand totals are given Report Fields Start Date Start date for the report e Agent Agent s extension number and name Login Duration The amount of time the agent was logged in Not Ready The amount of time the agent was in Not Ready state DND FWD The amount of time the agent s extension was in DND FWD state Error The amount of time the agent s extension was in error state Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY3 AGENTSUMMARY1 AGENTSUMMARY4 48 MaxReports Manual Chapter 3 The Reports 2202 Workgroup Agent s Performance Summary Description Displays a performance summary of the specified workgroup agent s Report Options Select a workgroup then select agent s assigned to that workgroup Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whethe
70. gent s Performance Summary 49 Workgroup Agent s State 48 Workgroup Call Detail Report 46 workgroup calls definition 23 Workgroup Cumulative Inbound Call Handling 80 Workgroup Cumulative Inbound Call Wait Time 78 Workgroup Cumulative Inbound Outbound Call 76 Workgroup Inbound Abandoned Call Wait Time 67 Workgroup Inbound Answered Call Wait Time 65 Workgroup Inbound Call Handling Summary 59 Workgroup Inbound Call Priority 74 Workgroup Inbound Calls Answer ing Time 71 Workgroup Inbound Calls Wait Time Summary 57 Workgroup Inbound Overflowed Redirected Calls Wait Time 69 Workgroup Inbound Outbound Call Summary with Analysis 55 Workgroup Outbound Call Handling Summary 61 Workgroup Outbound Call Handling Time 72 Workgroup Reports 46 Average Call Handling Time 88 Cumulative Outbound Call Han dling 82 Daily Longest Queue Time 94 Daily Max Number of Calls in Queue 93 Daily Real Time Service Level 95 Historical Service Level Summa ry Report 96 Total amp Inbound Calls ANS ABN OFL 84 Total amp WG Inbound Calls in Queue 86 Total Outbound Calls 90 Total Outbound Calls Handling Time 91 Workgroup Agent Call Activity Summary with Analysis 51 Workgroup Agent Call Time Con tribution Comparison 53 Workgroup Agent s State 48 49 Workgroup Call Detail Report 46 Workgroup Cumulative Inbound Call Handling 80 Workgroup Cumulative Inbound Call Wait Time 78 Workgroup Cumulative Inbound Outbound Call 76 Workg
71. ges AGENT S ALL WGS PERFORMANCE SUMMARY REPORT E E r Ap a oxraten ov 05 16 2007 0 11 21 0 01 13 0 01 13 05 18 2007 Figure 3 This report was run on agent extension 329 for a 2 week time period Wed Fri from 7 a m to 12 noon Day was chosen as the summary interval The agent took no calls on May 18 and as specified in the query form this empty record is included Report Fields Start Date Start date of the reporting time period Agent Agent s extension number All WGs and Direct Calls Inbound and Outbound Displays the number of calls handled by an agent the total time the agent spent on a calls and the average time spent per call in each of three categories Answered Hold Wrap up e Answered Calls the agent was connected to Hold Calls the agent put on hold e Wrap Up Calls requiring time for wrap up activities Total Performing Time The total amount of time the agent spent in the above activities in the specified time period Non Call Activities Displays the total of RNA calls agent was rung but did not answer for this agent and summarizes the time the agent spent in other activities while logged in MaxReports Manual 27 e Not Ready Time in Not Ready state e DND FWD Time the agent s extension was set to DND or FWD e Error The amount of time the agent s extension was in error state Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2
72. gories Answered Calls of calls Number of incoming calls that were answered by the workgroup of calls Percentage that number is of the total inbound workgroup calls Answered of Calls Total of Calls e Talk Time Duration of talk time for the answered inbound calls Avg Talk Average talk time per answered call Answered Talk Time Answered of Calls e Handle Time Total time required by all answered calls for talk hold and wrap up e Avg Handle Average handling time per call Answered Handle Time Answered of Calls Abandoned Calls e of Calls Number of calls that were abandoned by the caller of Calls Percentage that number is of the total inbound workgroup calls Abandoned of Calls Total of Calls e Hangup in Queue Number of callers who hung up while in queue Hangup in Ring Number of callers who hung up while the extension was ringing Overflowed of Calls Number of calls overflowed to voice mail to an application to others of Calls Percentage that number is of the total inbound workgroup calls LOverflowed of Calls Total of Calls Num of VM Number of callers who left voice mail e Total Calls in Queue Number of calls that spent time in queue Data Source All data from the table WGSUMMARY 60 MaxReports Manual Chapter 3 The Reports 2208 Workgroup Outbound Call Handling Summary Description Reports call hand
73. group Outbound Call Handling Time Description Reports outbound call handling for all workgroup connected calls for the specified workgroup s Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Specify an increment for wait time from every 30 seconds to every 600 seconds Click Run Report to run the report g0 TN Oh Gl a Go NS Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S OUTBOUND CALL HANDLING TIME 450 Customer Service Total Connected Calls Handling Time Talk Hold Aithin seconds Start Date Call 0 120 121 240 241 360 361 480 481 600 601 720 Connected Calls Calls Calls 04402 2007 04 08 2007 0415 2007 04 22 2007 04 29 2007 41 o Sub Total 168 Figure 29 This data reports on outbound call handling time during the month of April It is reported in 120 second increments Report Fields Start Date Start date for the report e Total Calls Connected Number of inbound workgroup calls connected in the specified time period e Connected Calls Handling Time Handling time talk time hold time Data is br
74. he agent s extension and name above the columns of data If sorted by time it displays the date above the columns 1101 Agent Activity Event Description Reports an agent s activity for the reporting period Report Options 1 2 3 Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Specify a time range for the report MaxReports Manual 23 Narrow the report to specific days of the week and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages AGENT ACTIVITY EVENT REPORT 717 Jesse Woodrow 054 4 2007 04 27 55 717 Unstatt All 05 14 2007 07 44 58 717 Unstaff All O54 4 2007 18 13 19 717 Login 450 Customer Service 05 14 2007 18 15 43 717 Logout 450 Customer Service 96 05 4 4 2007 18 15 48 717 Unstaff All 054 4 2007 18 16 59 717 Login 450 Customer Service 054 4 2007 18 18 03 717 Login 4940 05 14 2007 18 57 49 W17 Logout 4940 96 O54 4 2007 18 57 49 717 Logout 450 Customer Service 96 05 14 2007 18 57 49 W117 Unstatf All Figure 1 This report shows activity event data for agent extension 717 Report Fields Time Stamp Date and time the agent changes activity e Agent Agent s extension number Activity Type Displays the type of activity Unstaff Agent s extensi
75. he percentage distribution of workgroup calls answered by the agent during the intervals shown Outbound Calls Distribution Similar to the graph for inbound calls shows how long it took the agent to connect when making an outbound workgroup call Data Source All data from the table CDRMAIN MaxReports Manual 45 Workgroup Reports This section describes Workgroup reports 2101 Workgroup Call Detail Report Description Reports call details for the specified workgroup s Report Options Select an agent to display the workgroups assigned to that agent Select single multiple or All workgroups Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report OO eee ee Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WORKGROUP S CALL DETAIL REPORT Workgroup 450 Customer Service Inbound Calls SLT Service Level Threshold aa E sm A Aanve Queue Ring Tak Hold rec SLT 03 05 2007 03 05 2007 10100 110 9044211300 235 Marte In 05 51 57 05 53 52 Enterseee 904421 A 300 Ouarringion 0 00 05 0 00 12 0 01 29 0 01 38 Connected 1172726996 e ord Epee pam betel pooosoosas posas 5 v Connected 1172726998 1 In pope pa 4848530177 Cel Prone PA eire 0 00 09 0 01 15 0 00 07 0 03 49
76. ime Data is broken out into wait time in intervals of seconds as specified in the report for example calls overflowed redirected in the first 30 seconds calls overflowed redirected in the second 30 seconds and so on The time intervals are column headings Each interval has two columns e Calls Number of calls that waited the length of time specified in the column heading before being overflowed redirected W The percentage that number is of the total calls overflowed redirected in the specified time period time interval Calls Total Calls OV RED MaxReports Manual 69 The data is also displayed in two graphs 450 Distribution 20 105 15 80 2 60 s S10 g o 40 3 z 20 0 0 0 60 61 120 121 180 181 240 241 300 301 360 gt 361 Seconds 450 Cumulative 20 105 15 t 80 2 t 60 s w 10 g oO 40 2 7 20 0 0 lt 60 lt 120 lt 180 lt 240 lt 300 lt 360 Total Seconds Figure 28 The top graph shows the number and percentage of calls that waited for the specified time in incremental periods of 60 seconds in this case before being overflowed or redirected The bottom graph shows the accumulation of calls that were overflowed or redirected as the time increments progress Data Source All data from the table CDRMAIN 70 MaxReports Manual Chapter 3 The Reports 2304 Workgroup Inbound Calls Handling Time Description Reports inbound calls handling time data for the specifie
77. in the specified time interval Total Talk Time Total talk time on those calls Average Talk Time Average talk time per call Total Talk Time Total Connected Outgoing Calls Total Handling Time Total handling time talk time hold time wrap up time for all outgoing calls connected in the specified time interval Avg Handling Time Average handling time per call Total Handling Time Total Connected Outgoing Calls The data is also displayed in a line graph MaxReports Manual 91 300 Sales Workgroup Avg Talk E Avg Handling 0 06 00 0 05 00 0 04 00 0 03 00 0 02 00 0 01 00 ot 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 Hour of day Figure 49 A line graph shows average talk time and average handling time Data Source All data from the table WGSUMMARY 92 MaxReports Manual Chapter 3 The Reports 2316 Daily Max Number of Calls in Queue Description Reports the daily maximum number of workgroup calls in queue ina line chart format Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into sev
78. inbound calls that were answered e Wait Time Total wait time for those answered calls Avg WT Average wait time per call Answered Wait Time Answered Calls e Within SLT Number of calls answered within the service level threshold The Service Level Threshold is set in MaxACD Administrator gt Workgroup Configuration gt General tab SLT Percentage those calls are of the total answered calls Answered Within SLT Answered Calls Abandoned ABN e Calls Number of inbound calls that were abandoned by the caller 78 MaxReports Manual Chapter 3 The Reports e Wait Time Total wait time for those abandoned calls Avg WT Average wait time per call Abandoned Wait Time Abandoned Calls Overflowed Redirected e Calls Number of inbound calls that were overflowed redirected e Wait Time Total wait time before those calls were overflowed redirected Avg WT Average wait time per call Overflowed Redirected Wait Time Overflowed Redirected Calls The report includes the following graphs 450 Customer Service Answered E Abandonded O Overflowed Average Duration S_ EEE Q4 7 7 z 7 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 15 00 17 00 17 00 18 00 Hour of day 450 Customer Service 120 N E a a nN 80 4 60 4 Service Level 40 4 20 4 o 03 00 10 00 10 00 11 00 11 0012 00 12 00
79. iption Reports cumulative call waiting time for all inbound calls for the specified workgroup Report Options 1 ae Siew Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S CUMULATIVE INBOUND CALLS WAIT TIME 450 Customer Service SLT Service Level Threshold Total Abandoned ABN Srerteredemtered Hour of day _ Inbound Calls within SLT SLT cots wet tne ot cots etre ava 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 Sub Total 1184 950 46 59 31 0 02 58 936 98 5 138 7 59 16 0 03 28 96 2 45 15 0 01 43 Figure 35 Wait time in this April report on workgroup 450 is broken out by hour of day Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Total Inbound Calls Shows the total number of inbound calls for the specified workgroup in the specified time period then breaks out the data into three categories e Answered Calls Number of
80. l aa ic aes eee By ate a ee 23 AGEREREPORES nA al Ai Seal D a a at sat a Ret GP aie Te Ete ale ie aad dt Ae aah 23 L1O01 Agent Activity EVENT cscsiacag poe ae ee eon eG we ae EN 23 1102 Agent Call Detail Report aaua aaa aa 25 1201 Agent Performance Summary sasaaa aaa 00 eee es 27 1202 WG Calls Activity Summary Report asasan 000 eee 29 1203 Agent State Summary Report 2 0c ee 31 1204 Agent WG Inbound Calls Summary Report 000 33 1205 Agent WG Outbound Calls Summary Report 35 1206 Agent Direct Calls Summary Report 00 00 cette es 37 1301 Agent Call Volume Analysis 0 00 a es 39 1302 Agent Average WG Call Handling Time Analysis 41 1303 Agent Contribution to each WG Inbound Outbound 43 1304 Agent WG Call Answering Time Distribution 44 Workgroup RE ports 085 445 we Ke ae De he ee wel Ba bs ae de 46 2101 Workgroup Call Detail Report 002 00000000 Ge 46 2201 Workgroup Agent s State 2 2 0 00 48 2202 Workgroup Agent s Performance Summary 5 49 MaxReports Manual 1 2203 Workgroup Agent Call Activity Summary with Analysis 51 2204 Workgroup Agent Call Time Contribution Comparison 53 2205 Workgroup Inbound Outbound Call Summary with Analysis 55 2206 Workgroup Inbound Calls Wait Time Summary 005 57 2207 Workgroup Inbound Call Ha
81. l data from the table WGSUMMARY 90 MaxReports Manual Chapter 3 The Reports 2315 Total Outbound Calls Handling Time Description Reports the total average talk time and total average handling time for outbound calls for the specified workgroup Report Options 1 ae Siew Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S TOTAL OUTBOUND CALL HANDLING TIME ANALYSIS 300 Sales Workgroup Hour of day Total Connected Outgoing Calls Total Talk Time 09 00 10 00 2 10 35 10 00 11 00 1 52 21 11 00 12 00 0 20 12 12 00 13 00 0 29 55 13 00 14 00 0 55 40 14 00 15 00 5 0 30 35 15 00 16 00 1 03 36 16 00 17 00 9 0 40 22 SubTotal tt 8 03 16 0 03 00 8 04 53 0 03 00 Figure 48 This report shows outbound call handling data for the Sales workgroup for a specified period of time in May from 9 a m to 5 p m Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Total Connected Outgoing Calls Total outbound calls connected
82. le co Ree eee aja 583 0401 2007 28 3 0 48 34 0 03 14 0 00 15 0 00 03 1 13 1 o 3 ese fat 1 7 0 00 15 0 00 03 pet Dyt see i i Ha P tetni ein a Total Abandoned Abandoned Type Overtowed tot of of Talk Avg Hold Avg of Hangs In Hangs In ot of Calls Calls Calls Time Talk Time Hold aei Ring Calls Calls os 982 essa vonat od aa a a ea o a Figure 56 This report was run for the month of April on DNIS 583 The interval specified was by week Subtotals are given per week with a grand total at the end Report Fields e DNIS The DNIS number that was dialed Start Date The date the call started Total Calls The total number of calls that dialed this number broken out into three categories Answered all calls with talk duration gt 0 of Calls Number of calls to this DNIS number that were answered by an agent of Calls Percentage that number is of Total Calls Answered of Calls Total Calls e Talk Time The total talk time on all answered calls for the time period reported Avg Talk Average talk time per call Talk Time Total Calls e Hold Time Total time that answered calls spent on hold Avg Hold Average hold time per call Hold Time Answered of Calls Abandoned all calls with talk duration 0 and abandon target type gt 0 100 MaxReports Manual Chapter 3 The Reports of Calls Number of calls to
83. ling information for connected outbound calls for the specified workgroup Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list 2 Select workgroup s 3 Choose how you want the data summarized by day week or month 4 Specify a time range for the report 5 Narrow the report to specific days of the week and a span of time optional 6 Select a group by option 7 Specify whether to include empty records 8 Click Run Report to run the report 9 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S OUTBOUND CALL HANDLING SUMMARY REPORT Customer Service E 10225 00323 msemo oon o Figure 21 This report data is displayed in TEN intervals for a one month period for the Customer Service workgroup Report Fields Start Time Start date for the report Workgroup Workgroup s extension number Total Connected Calls Total connected outbound calls for the specified workgroup in the specified time period e Total Talk Time Total talk time on those calls Avg Talk Time Average talk time per outbound call Total Talk Time Total Connected Calls Total Handling Time Total time required by all outbound calls for talk hold and wrap up Avg Handling Time Average handling time per call Total Handling Time Total Connected Calls
84. ll WGs Outbound Direct Inbound Direct Outbound All WGs means every workgroup the agent is a member of and refers to calls that come in through a workgroup as opposed to calls that come in directly to the extension Each category displays the following e Calls Total calls the agent was connected to in that category during the specified time period e The percentage of calls that fall into that category category Calls Total CallsO e Talk Total talk time in that category e Avg Talk Average talk time in that category Talk Calls Data Source All data from tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 AGENTSUMMARY1 AGENTSUMMARY2 30 MaxReports Manual 1203 Chapter 3 The Reports Agent State Summary Report Description Displays summary statistics for agent states for the reporting period Report Options 0 00 7 OY OT Be Ne Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages AGENT S STATE SUMMARY REPORT 1
85. lls Number of calls put on hold e Total Total time all those calls spent on hold MaxReports Manual 35 e Avg Average hold time per call that was put on hold Total Calls Wrap Up Displays wrap up statistics e Calls Number of calls requiring wrap up activity e Total Total time spent in wrap up activities for all calls e Avg Average time spent in wrap up activities per call that required wrap up activity Total Calls Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 36 MaxReports Manual Chapter 3 The Reports 1206 Agent Direct Calls Summary Report Description Displays summary statistics for an agent s direct inbound and outbound calls as opposed to workgroup calls for the reporting period Report Options Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report OO OY Ol eS or Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages AGENT S DIRECT CALLS SUMMARY REPORT 05 21 2007 Direct inbound Calls Agent Answered a ee el a ae ae a el cate tok
86. log box that appears select the query preference you want and click Set You can also select the default MaxACD in this dialog box Query preference setup C Quick Query preference Gis ae Select the default Default MaxACD MAXACD for Lync a MaxACD system Set Figure 19 Setting the query preference and default MaxACD Available Reports These are the types of reports available Agent Reports reports on all or individual agents within a site or workgroup Workgroup Reports reports on all or individual workgroups within a particular site The individual report names and their identifying numbers follow Agent Reports e Agent Detail Reports 1101 Activity Event 1102 Call Detail Report e Agent Summary Reports 1201 Performance Summary 1202 WG Calls Activity Summary Report 1203 State Summary Report 1204 WG Inbound Calls Summary Report 1205 WG Outbound Calls Summary Report e Agent Analysis Reports 1301 Call Volume Analysis 1302 Average WG Call Handling Time Analysis 1303 Contribution to each WG Inbound Outbound 1304 WG Call Handling Time Distribution Workgroup Reports e Workgroup Detail Reports 2101 Call Detail Report e Workgroup Summary Reports 2201 Agent s State 2202 Agent s Performance Summary 2203 Agent Call Activity Summary with Analysis 2204 Agent Call Time Contribution Comparison 2205 Inbound Outbound Call Summary with Analysis 14 MaxReports Manual
87. n of MaxReports reboot the system 11 Run Configure Tomcat under Start gt Program gt Apache Tomcat 6 0 On the Java tab change the Service Maximum Memory Pool to 512M Restart the Tomcat MaxReports Manual 3 Accessing MaxReports Remotely If MaxReports must be accessed from outside of the company TCP port default 8080 of the machine must be opened at the firewall and NAT Type this URL in the Web browser http lt MaxReports_server_ip_address gt 8080 maxreports or http lt computer_name gt 8080 maxreports Note The URL is case sensitive 4 MaxReports Manual Chapter 2 Using MaxReports CHAPTER Using MaxReports When logging into MaxReports you can log in as an Admin role to access MaxReports administrative and configuration functions or as a User to access reports Important For security if the MaxReports window is idle for 15 minutes or longer a timeout will occur and you will need to log in again To access the MaxReports log in screen enter the following URL into your Web browser http lt MaxReports_server_IP_address gt 8080 maxreports MaxReports Administration The MaxReports Administration screens are available only to users with administrative rights To log in as an administrator in the MaxReports Login screen select the role Admin enter the administrator Password and then click the Login button Note The default password is 22222 File Edit View Favorite
88. nd Calls WG Cals cats tak awg cas cas Calls 07 00 08 00 109 k 332 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 8 13 SubTotal 1487 1233 9 1436 41 18 0 06 39 155 10 4 99 6 1 285 19 26 57 0 04 05 1772 Figure 33 Data was specified to be broken out in this report by hour of day Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Inbound Calls Shows the total number of inbound calls for the specified workgroup in the specified time period then breaks out the data into three categories e Answered e Calls Number of inbound calls that were answered e Percentage that number is of the total number of inbound calls Answered Calls Inbound Calls Total Calls e Talk Total talk time on calls answered in the specified time period Avg Average talk time per answered call Answered Talk Answered Calls e Abandoned e Calls Number of inbound calls that were abandoned by the caller 76 MaxReports Manual Chapter 3 The Reports e Percentage that number is of the total number of inbound calls Abandoned Calls Inbound Calls Total Calls Overflowed Redirected Calls Number of inbound calls that were overflowed redirected in the specified time period e Percentage that number is of the total number of inbound call
89. nd workgroup calls abandoned in the specified time period Abandoned Calls Wait Time Wait time queue time ring time Data is broken out into wait time in intervals of seconds as specified in the report for example calls answered in the first 30 seconds calls answered in the second 30 seconds and so on The time intervals are column headings Each interval has two columns e Calls Number of calls that waited the length of time specified in the column heading before being abandoned by the caller e The percentage that number is of the total calls abandoned in the specified time period time interval Calls Total Calls Abandoned MaxReports Manual 67 The data is also displayed in two graphs 450 Distribution 20 50 15 40 a 30 0 T 104 3 o 20 5 a a a 0 60 61 120 121 180 181 240 241 300 301 360 gt 361 Seconds 450 Cumulative 40 100 gt 80 304 a 3 60 T 204 3 O45 40 5 5 0 0 lt 60 lt 120 lt 180 lt 240 lt 300 lt 360 Total Seconds Figure 26 The top graph shows the number and percentage of calls abandoned within the specified time periods in increments of 60 seconds in this case The bottom graph shows cumulatively how many calls were abandoned as the time periods progress Data Source All data from the table CDRMAIN 68 MaxReports Manual Chapter 3 The Reports 2303 Workgroup Inbound Overflowed Redirected Calls Wait Time D
90. ndling Summary 59 2208 Workgroup Outbound Call Handling Summary 61 2209 Workgroup Service Level Summary Report saasaa aaia aaa 63 2301 Workgroup Inbound Answered Calls Wait Time 00 65 2302 Workgroup Inbound Abandoned Calls Wait Time 67 2303 Workgroup Inbound Overflowed Redirected Calls Wait Time 69 2304 Workgroup Inbound Calls Handling Time 000s eee 71 2305 Workgroup Outbound Call Handling Time 000 eee 72 2306 Workgroup Inbound Call Priority a sa 0 0 ee 74 2307 Workgroup Cumulative Inbound Outbound Calls 4 76 2308 Workgroup Cumulative Inbound Calls Wait Time 78 2309 Workgroup Cumulative Inbound Calls Analysis 00 80 2310 Cumulative Outbound Calls Handling 00000 82 2311 Total and Inbound Calls ANS ABN OFL 0000005 84 2312 Total amp WG Inbound Calls in Queue ee 86 2313 Average Call Handling Time 0 00 ee 88 2314 Total Outbound Calls sasaaa aaae 90 2315 Total Outbound Calls Handling Time 00000055 91 2316 Daily Max Number of Calls in Queue 1 ee 93 2317 Daily Longest Queue Time 1 es 94 2318 Daily Real Time Service Level aana 95 2319 Historical Service Level Summary Report saasaa aaraa aaa 96 DNIS Reports Se ede eee eo ea ee Raa e eee e by be See See 98 3101 DNIS Call Detail Report
91. nt Workgroup Inbound Calls Summary Report aes MAXACD for Lync F 3 Select the MaxACD system you want to query and click Next 4 Inthe Set Parameters screen shown in the figure below set the parameters for the report including the Summary interval Time Range Filter By and Output Group by and Show empty records options Note To use the calendar buttons first select the From radio button Home Page LoginName aland Role User Query preference Step by step Report gt 1204 Single agent WG Inbound Calls Summary Report gt Set parameters Select the agent and workgroup s Som rom Day Agent Single Workgroup Multiple Time range 101 All 108 Cindy Mc Time period This Week i Ce O e 555 From To 556 351 Brian Sand EREN 352 jeanny Seal Sun Mon Tue Wed Thu Fri Sat ra M Days of week rRRRPRPPeO BaD I Time From 00 00 E To 00 00 585 Output i aren Group by C Workgroup 587 OneTwoThreeF ourFive SixSevenEigthNine 568 Seal King Show empty records m 589 Lewis Bond 590 Jojo Will Figure 24 Set report parameters 5 Click the Run Report button MaxReports Manual 17 After a report is created the following screen appears where you can select the export format you prefer save the report in that format or save only a specified part of the report and view the report in HTML You can also add the report to Favorite Reports see next section Hom
92. o VM Talk Calls Direct Outbound Calls Displays the following call statistics For Connected calls e Calls Total number of direct outbound calls that were connected e Talk Total talk time on those direct outbound calls e Avg Average talk time per call Talk Calls e For calls put on Hold e Calls Total number of connected outbound calls that were put on hold e Talk Total hold time on those calls e Avg Average hold time per call that was put on hold Talk Calls Data Source All data from the tables AGENTSUMMARY1 AGENTSUMMARY2 38 MaxReports Manual Chapter 3 The Reports 1301 Agent Call Volume Analysis Description Reports an agent s call volume for the reporting period Shows results in both tabular and graph formats Report Options Select the agent and the agent s workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report 1 2 3 4 Narrow the report to specific days of the week and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages SINGLE AGENT CALL VOLUME ANALYSIS 235 STEVE GRIFFITH 07 00 08 00 15 14 7 08 00 03 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 235 Steve Griffith
93. o appear in the workgroup selection list Select workgroup s Choose if you want the data reported by hour of day or by day of week Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages SON ae JIN WG S HISTORICAL SERVICE LEVEL SUMMARY REPORT 450 Customer Service Calls with Queue Time gt Service Level Total Answer Total Inbound Answered Call Abandoned Call Overflowed Redirected Call Service Service Day of week Calls of Call of Call of Call of Call of Call of Call Level Sunday 5 Monday 282 Tuesday 216 Wednesday 248 Thursday 261 Friday 177 Saturday 4 Figure 53 This report on the Customer Service workgroup covers the month of April It is broken out by day of week Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day e Total Inbound Calls Total inbound calls for the specified workgroup in the specified time period Calls with Queue Time gt Service Level e Answered Calls of Calls Number of answered calls with queue time gt service level e of Calls Percentage that number is of the total number of inbound calls Answered Calls of Calls Total Inbound Calls Abandoned Calls
94. oken out into intervals of seconds as specified in the query for example calls requiring less than 120 seconds calls requiring from 121 240 seconds and so on The time intervals are column headings Each interval has two columns e Calls Number of calls requiring the length of time specified in the column heading e The percentage that number is of the total calls connected in the specified time period time interval Calls Total Calls Connected 72 MaxReports Manual Chapter 3 The Reports The data is also reported in two graphs 450 Distribution 70 60 50 a Calls a o 40 30 20 10 ee fal 0 0 120 121 240 241 360 361 480 481 600 601 720 gt 721 Seconds 450 Cumulative 105 80 60 2 40 3 20 0 lt 120 lt 240 lt 360 lt 480 lt 600 lt 720 Total Seconds Figure 30 The first graph shows the number and percentage of outbound calls whose handling time falls into the interval of seconds specified The second graph shows the call data accumulating as the time intervals pass Data Source All data from the table CDRMAIN MaxReports Manual 73 2306 Workgroup Inbound Call Priority Description Reports inbound call statistics sorted by call priority for the specified workgroup s Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose h
95. on aland Andy Land TT aland qadomain com TT MAXACD for Lyne Esl Remove QA Quality Edit mtimberlane Marie Timberlane Supervisor mtimberlane altigen com PATES MAXACD for Lyne Rem ove Add User n 3 Figure 8 User Management gt List All Users The administrator can add users to MaxReports using the User Management window To add a MaxReports user click the Add User link at the bottom of the page Enter the Login Name Password First Name Last Name Title optional Email Address and Department Name optional for the user z a Logout Home Page ame admin Role Admin User Management gt Add Fist Nae Let ae em Title Senior QA Tech Email Address ssun altigen com Department Name MaxACD System IV MAXACD for Lyne Workgroups Fitter 2001 2002 a MaxACD Assigned ha r DNIS Fitter Separate by ha Add Figure 9 User Management gt Add In the MaxACD Assigned field check at least one MaxACD system that the user will be able to access for MaxReports To limit the user s queries to certain workgroups and DNIS numbers check the appropriate filter check boxes and enter the workgroup numbers and DNIS numbers Separate workgroup numbers and DNIS numbers with a semicolon To see a list of workgroup numbers from which to choose click the Workgroups Filter link When you re finished click the Add button MaxReports Manual 9 Mail Server Configuration
96. on is logged out as a virtual extension Login Agent is logged in to a workgroup e Ready Agent is logged in and ready to take workgroup calls applies to all workgroups the agent is logged into Not Ready Agent is not ready to take workgroup calls applies to all workgroups the agent is logged into Workgroup tThe number of the workgroup this agent is logged into or logged out of Logout Reason The reason the agent logged out of a workgroup Data Source All data from the table AGENTACTIVITY 24 MaxReports Manual Chapter 3 The Reports 1102 Agent Call Detail Report Description Displays the CDR records for an agent s inbound and outbound calls for the reporting period Report Options Select a workgroup to display agents assigned to that workgroup Select single multiple or All agents Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report OO Pe Nis Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages AGENT CALL DETAIL REPORT Agent 196 Rebecca Hirschfeld Inbound Calls SLT Service Level Threshold pl om e eae ee ee Poe bema ome e Jaainve Queue Ring Tak Hold rec SLT 05 01 2007 05 01 2007 O O 110 9898912800 Enterprise _ Goto VM with Voice 12 51 20 12 52 01 90909 12800 Potaa R M
97. optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages ae Siew WG S TOTAL WG INBOUND CALLS IN QUEUE 450 Customer Service Total Inbound Hour of day Calls of Call otcan otcai Toca 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 Sub Total Figure 43 Data is reported here for the month of March grouped by hour of day for the specified time period Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day e Total Inbound Calls Total inbound calls for the specified workgroup in the specified time period Calls in Queue of Calls Number of calls that spent time in queue of Calls Percentage that number is of the total number of inbound calls Calls in Queue of Calls Total Inbound Calls Calls without Queue of Calls Number of calls that did not have to wait in queue of Calls Percentage that number is of the total number of inbound calls Calls without Queue of Calls Total Inbound Calls The data is also displayed in two graphs 86 MaxReports Manual Chapter 3 The Reports 450 Customer Service B In Queue E Without Queue phbbbble 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 0
98. or Profile CDR Database Registration MaxACD Registration User Management and Mail Server Configuration windows Home Page LoginName admin Role Admin Configuration Restore Please enter MaxReports admin password ff y O Please select a backup file Browse i an Figure 14 Configuration Restore MaxReports Manual 11 Log Configuration The Download Log File button in the Log Configuration window allows you to download the MaxReports log file Home Page LoginName admin Role Admin Log Configuration Download log file Download Figure 15 Log Configuration Logging in to Run Reports When you log in to MaxReports as a User you can run reports from the MaxACD system that has been assigned to you by your MaxReports administrator To log in as an MaxReports user in the MaxReports Login screen select the role User and enter user Login Name and Password then click the Login button Z MaxReports Login Microsoft Internet Explorer OF x File Edit View Favorites Tools Help A Back O i ia AlE Search Favorites ar ia Address E http 127 0 0 1 8080 maxreports login jsp E Go Links gt MaxReports ge MaxReports Version 6 5 5 407 Role C Admin User Gana anes verw altigen com vile Done TT _ internet Figure 16 MaxReports User Login The User Information window opens when you log into MaxReports
99. or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages O NON OT ae aN SINGLE WG AGENT CALL ACTIVITY SUMMARY REPORT WITH ANALYSIS 450 CUSTOMER SERVICE 01 01 2007 01 31 2007 mee ba gt tale te el Te aE e aE E EE Start Date eats Tak Avg cats Tak Avo cats Tak Avg cats Tak Avo cats Tak Avo 01 01 2007 196 405 23 18 21 0 03 27 213 52 6 18 55 07 0 05 19 140 34 6 2 49 35 0 01 12 34 8 4 oot ame 18 4 4 0 44 24 0 02 28 01 01 2007 205 437 37 52 44 0 05 12 226 51 7 26 49 50 0 07 07 14 3 2 0 12 55 0 00 55 71 16 2 4 00 Sub Total 842 61 11 05 0 04 24 439 52 1 45 44 57 0 06 15 154 18 3 3 02 30 0 04 14 105 12 5 5 22 45 0 03 04 144 17 4 7 01 23 0 02 55 02 01 2007 02 28 2007 EA ____ AlCals Workgroup inbound Workgroup Outbound Direct Inbound Direct Outbound Start Date_ Agent ae on aa feae Tom ag com Tok aa feae e Tok aa Seme To a 02 01 2007 196 401 23 49 28 0 03 33 223 55 6 19 03 20 0 05 07 136 33 9 2 32 36 0 01 07 30 7 5 1 39 08 0 0
100. orted in intervals of 60 seconds Report Fields Start Date Start date for the report e Total Calls Answered Number of inbound workgroup calls answered in the specified time period e Answered Calls Wait Time Wait time queue time ring time Data is broken out into wait time in intervals of seconds as specified in the report for example calls answered in the first 30 seconds calls answered in the second 30 seconds and so on The time intervals are column headings Each interval has two columns e Calls Number of calls that waited the length of time specified in the column heading before being answered by an agent e The percentage that number is of the total calls answered in the specified time period time interval Calls Total Calls Answered MaxReports Manual 65 The data is also reported in two graphs 450 Distribution 67 60 1504 50 2 40 amp 100 20 50 20 10 A Sl n l s 0 60 61 120 121 180 181 240 241 300 301 360 gt 361 Seconds 450 Cumulative 300 101 250 80 200 o 60 3 amp 150 3 100 p 40 3 50 20 0 0 lt 60 lt 120 lt 180 lt 240 lt 300 lt 360 Total Seconds Figure 24 The top graph shows the number and percentage of calls answered within the specified time periods in increments of 60 seconds in this case The bottom graph shows cumulatively how many and what percent of calls were answered as the time periods progress
101. ow you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report SO Siew Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S INBOUND CALL PRIORITY 450 Customer Service Priority Level 04 02 2007 04 08 2007 0415 2007 04 22 2007 04 29 2007 Figure 31 This report shows the priority level of inbound calls to the Customer Service workgroup for the month of April It is broken out by week Report Fields Start Date Start date for the report e Total Calls Answered Number of inbound workgroup calls connected in the specified time period Priority Level Priority levels are assigned in MaxACD Administrator MaxACD has 9 priority levels with 1 being the highest priority The default priority level is 5 Search the MaxACD Administrator Help for call priority for information Report data is broken out into priority levels 1 6 plus Others Each priority level has two columns Calls Number of calls carrying that priority e The percentage that number is of the total calls answered in the specified time period priority level Calls Total Calls Answered 74 MaxReports Manual The data is also reported in two graphs 450 Distribution Chapter 3
102. r to separate the report results into several files and or export only specified pages On OY OB Ne SINGLE WG AGENT S PERFORMANCE SUMMARY REPORT 450 CUSTOMER SERVICE 205 Jester Hairston Workgroup and Direct Calls Inbound amp Outbound Total Non Call Activities Start Date __ s Answered Hwa Wrap Up Performing Calls Other Activities During Login Aea E ava cote Tot avo Time RNA eea Ee 05 07 2007 2 15 05 0 03 51 14 05 08 2007 2 03 13 0 03 09 05 09 2007 2 23 59 0 04 47 0540 2007 3 28 22 0 04 10 0541 2007 1 42 28 0 05 07 Sub Total 11 53 07 0 04 05 13 0 11 52 0 00 54 159 3 13 28 0 01 13 15 18 27 10 57 48 215 Dan White Workgroup and Direct Calls Inbound amp Outbound Total Non Call Activities Start Date Agent Answered Hod Wrap Up Performing Calls Other Activities During Login Time 05 07 2007 AT 0508 2007 05 09 2007 osmno2007 05 11 2007 Sub Total 135 18 12 14 0 08 05 16 0 15 44 0 00 59 126 2 25 08 0 01 09 20 53 06 8 39 34 Grand Total Workgroup and Direct Calls Inbound amp Outbound Total Non Call Activities Answered Hold Topp Pertorming Cals Other Activities During Login cee a a oe Toa Time RNA Not Ready DNDFWO Error E 0 00 57 285 5 38 36 0 01 14 36 11 33 d2 193722 l l N Figure 15 A summary interval of day was specified for this report The report is grouped by agent Subtotals and grand totals are given
103. roup Inbound Abandoned Call Wait Time 67 Workgroup Inbound Answered Call Wait Time 65 Workgroup Inbound Call Han dling Summary 59 Workgroup Inbound Call Priority 74 Workgroup Inbound Calls An swering Time 71 Workgroup Inbound Calls Wait Time Summary 57 Workgroup Inbound Overflowed Redirected Calls Wait Time 69 Workgroup Inbound Outbound Call Summary with Analysis 55 Workgroup Outbound Call Han dling Summary 61 Workgroup Outbound Call Han dling Time 72 Workgroup Service Level Sum mary Report 63 Workgroup Service Level Summary Report 63 workgroups limiting access to 9
104. s LOverflowed Redirected Calls Inbound Calls Total Calls Connected Outbound Calls Data on connected outbound calls is broken out into three categories e Calls Total number of connected outbound calls in the time period specified e Talk Total talk time on those outbound calls Avg Average talk time per call Connected Outbound Calls Talk Connected Outbound Calls Calls e Total WG Calls Total number of all the workgroup s calls both inbound and outbound in the specified time period The report includes two graphs 450 Customer Service D Answered E Abandonded E Overflowed O OutBound 200 150 LLLLLLL 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 Hour of day Num Of Inbound Call 450 Customer Service Answered E Abandonded E Overflowed 110 100 80 4 60 4 40 4 Percent of Inbound Call 20 4 0 T T T T T 07 00 08 00 08 00 09 00 09 00 10 00 10 00 11 00 11 00 12 00 12 00 13 00 13 00 14 00 14 00 15 00 15 00 16 00 16 00 17 00 17 00 18 00 Hour of day Figure 34 The first graph shows the number of inbound calls in three categories plus outbound calls The second graph shows the percent of inbound calls in three categories Data Source All data from the table WGSUMMARY MaxReports Manual 77 2308 Workgroup Cumulative Inbound Calls Wait Time Descr
105. s Tools Help ay Q Back O x e YP seach se ravortes O7 S B o EE me Bo ui B MaxReports Version 6 5 5 407 Role Admin User Login Name admir Password seee www altigencom SEI Internet Done a E Figure 1 MaxReports Admin Login MaxReports Manual 5 The administrative main menu includes the following configuration functions Configuration Figure 2 MaxReports administrator menu options Administrator Profile To enter or modify information for the administrator click the Edit button to open the Update Administrator Profile window Home Page LoginName admin Role Admin Logout F Update Administrator Profile Administrator Profile peee Login Name admin Old Password Loo o So oa Confirm New Password Backup and Restore Emel Address asmin atigencom Log Configuration Phone Number os2584435 OoOO O Company Name altigen Communications Inc Street Address 410 East Plumeria Dr Tip Code Basa Country usa Figure 3 Update Administrator Profile window Note The Login Name field is not editable When the necessary information has been entered click the Update button to save the changes 6 MaxReports Manual Chapter 2 Using MaxReports CDR Database Registration Home Page LoginName admin Role Admin CDR Database Registration gt List All Databases Database
106. s displayed in page ranges that you can select lt lt 1 Page 1 3 23 gt gt Goto File 1 Single agent WG Inbound Calls Summary Report Figure 27 Select a file to view the page range contained in that file e Lets you export and or browse in HTML a single page or a range of pages Specify the page or page range in the From and To drop down lists To save your specified pages click Export to local To view the specified pages in HTML click Browse HTML on web 18 MaxReports Manual Chapter 2 Using MaxReports Lets you save the parameters for this report so you don t have to specify them again in the future and lets you schedule the report to run automatically at a time you specify To save the report parameters click Add to favorites The Add favorite report dialog box appears Add favorite report Report ID 1204 Report Name Single agent WG Inbound Calls Summary Report Name Give the report an identifiable name Description Type a description of the report here l Enable auto schedule Server Time 01 31 2011 23 11 29 Give the report an appropriate name type a description and click Submit Thereafter the report will appear on the List all favorite reports screen which will now be the screen that opens when you log in If you also want to schedule the report to run automatically and have it e mailed to specified people see the next section Scheduling Favorite Reports To schedul
107. span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages SINGLE AGENT CONTRIBUTION TO EACH WG INBOUND OUTBOUND 312 JASON SHAW Number of Calls Duration m 300 Sales Workgroup B 300 Sales Workgroup 7 0 17 50 m 450 Customer Service m 450 Customer Service 3 0 05 59 Figure 11 Agent 312 belongs to the Sales workgroup and the Customer Service workgroup The pie graphs color coded show the agent s contribution to each workgroup Report Fields Number of calls The number of inbound workgroup calls answered plus the number of outbound workgroup calls connected Duration The total talk hold and wrap up time spent on inbound and outbound workgroup calls Data Source All data from the table AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2 MaxReports Manual 43 1304 Agent WG Call Answering Time Distribution Description Shows how many calls an agent answered within the specified increments of seconds and shows the percentage of calls that fall into each call answering time period Reports similar information for outbound calls Displays the report results in graph format Report Options 1 Select the agent and the agent s workgroup s 2 Specify a time range for the report 3 Narrow the report to specific days of the week and a span of time
108. ssigned to Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Select a group by option Specify whether to include empty records Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages OY See a SINGLE AGENT WG OUTBOUND CALLS SUMMARY REPORT 215 DAN WHITE 0410112007 04 07 2007 Connected aes eee ees eee Start Date cele tok gd cote eae cote de 04401 2007 450 4 17 09 0 05 30 1 0 11 50 0 11 50 25 0 32 53 0 01 18 Sub Total 14 1 17 09 0 05 30 1 0 11 50 0 11 50 25 0 32 53 0 01 18 04 08 2007 04 14 2007 Connected a eee Wrap Up naaa 04 08 2007 450 0 07 47 Cy o J J 0 10 00 0 01 40 Sub Total 0 4T 0 01 56 a 10 00 0 01 40 Grand Total Connected Ce a a a e O a e a o 2 36 21 0 04 00 0 11 50 0 11 50 1 16 14 0 01 20 Figure 7 This report was sorted by week and includes subtotals for each week and a grand total for the reporting period Report Fields Start Date Start date for the report WG The workgroup s number Connected Displays connection statistics e Calls Total calls connected e Talk Total talk time on all calls e Avg Average talk time per call Talk Calls Hold Displays statistics for calls put on hold e Ca
109. table Web browser installed Microsoft Internet Explorer 6 0 or above prior to installation of MaxReports Installing MaxReports MaxReports requires the installation of JRE version 6 0 Java Runtime Environment and Apache Tomcat 6 0 before MaxReports can be installed To begin installation run the MaxReports Installation program setup MaxReportsInstallation exe MaxReports Manual 1 1 Click the JRE Information button The information at the top of the scrolling window tells what you need for MaxReports Scroll down to see what you have on your machine JRE 6 0 and Tomcat 6 0 are required FA maxreports Installation pe xj Information JRE Information Java Tomcat ersior omcat 6 0 ackage C MaxReports T omeat Windowsapache tomcat 6 0 24 exe MaxReports ee Tomcat Information Tomcat 6 0 installation is runnir Tomcat 6 0 installed This i all installation CD rN Install MaxReports 6 5 5 407 AltiGen Communications Inc 2 If you don t have JRE 6 0 installed click the install JRE 6 0 button If you don t have Tomcat 6 0 installed click the Install Tomcat 6 0 button 3 The Tomcat License Agreement dialog box appears Click I Agree to continue In the Tomcat Setup dialog box check the check boxes for Tomcat Service Native Start Menu Items Documentation Examples and Webapps if desired 2 MaxReports Manual Then click Next ER Apache Tomcat Setup Choose
110. time was greater than the service level threshold gt Inbound calls Data Source All data from the table WGSUMMARY 64 MaxReports Manual Chapter 3 The Reports 2301 Workgroup Inbound Answered Calls Wait Time Description Reports the wait time queue time ring time in seconds for answered calls for the specified workgroup Reports in table format and two graphs distribution and cumulative Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Choose how you want the data summarized by day week or month Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Specify an increment for wait time from every 5 seconds to every 300 seconds Click Run Report to run the report Ot Oy OL OS Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages WG S INBOUND ANSWERED CALLS WAIT TIME 450 Customer Service Answered Calls Wait Time Queue Ring Within seconds 612 121180 181 240 29 300 soseo gt cas cas cas cats cas f cas 05 07 2007 3 4 3 05 08 2007 1 15 05 09 2007 J i 68 0540 2007 k 91 0541 2007 49 Sub Total 297 Figure 23 The one week reporting period specified is broken out by day and rep
111. ueue 93 2317 Daily Longest Queue Time 94 2318 Daily Real Time Service Lev el 95 2319 Historical Service Level Summary Report 96 3101 DNIS Call Detail Report 98 3201 DNIS Call Summary 100 A accessing MaxReports remotely 4 admin role 5 administrator login 5 administrator profile 6 Agent Contribution to each WG Inbound Outbound 43 Agent Activity Event 23 Agent Average WG Call Handling Time Analysis 41 Agent Call Detail Report 25 Agent Call Volume Analysis 39 Agent Direct Calls Summary Report 37 Agent Performance Summary 27 Agent Report Agent Call Detail Report 25 Agent Reports 23 Agent Contribution to each WG Inbound Outbound 43 44 Agent Activity Event 23 Agent Average WG Call Handling Time Analysis 41 Agent Call Volume Analysis 39 Agent Direct Calls Summary Re port 37 Agent Performance Summary 27 Agent State Summary Report 31 Agent WG Inbound Calls Sum mary Report 33 Agent WG Outbound Calls Sum mary Report 35 WG Calls and Direct Call Activity Summary Report 29 Agent State Summary Report 31 Agent WG Call Handling Time Distri bution 44 Agent WG Inbound Calls Summary Report 33 Agent WG Outbound Calls Summa ry Report 35 Average Call Handling Time 88 backup 11 backup and restore 11 C CDR database registration 7 Cumulative Outbound Call Handling 82 D Daily Longest Queue Time 94 Daily Max Number of Calls in Queue 93 Daily Real Time Service Level 95 DNIS Call Detail Report 98 D
112. want only that agent s workgroups to appear in the workgroup selection list Select workgroup s Specify a time range for the report Narrow the report to specific days of the week and a span of time optional Click Run Report to run the report Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages ON Clear Ga WG S DAILY LONGEST QUEUE TIME 450 Customer Service 450 Customer Service 05 07 2007 Longest Queue Ti Oo i o R S n o 8 8 8 9 45 0 00 0 15 0 30 0 45 09 00 09 15 09 30 450 Customer Service 05 08 2007 Longest Queue Time 09 00 09 15 L ee Oe _ P ae es A Me SOE DIY T a Aemme a aon R OF ar Figure 51 The report displays the longest queue time by time of day Report Fields e Longest Queue Time The longest time a call was in queue during the given time interval Time of Day The time of day in intervals of 15 minutes or 30 minutes depending on what will fit on the graph an 11 hour day will show in 15 minute increments Data Source All data from the table WGRTSUMMARY 94 MaxReports Manual Chapter 3 The Reports 2318 Daily Real Time Service Level Description Reports the daily lowest real time service level for a workgroup in a line chart format Report Options 1 Select an agent if you want only that agent s workgroups to appear in the workgroup sel

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