NEC Neax2000 Ivs Callcenterworx System Manual
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6.3.3 Split Profile Report
Figure 8-57 Split Profile Report
The Split Profile Report (Figure 8-57) lists counts of call activities and the average times that calls
spent in specific states. This report can be generated on a single split or on all the available splits. It
generates up to four screens or pages covering the three available queues for a split, and a summary
screen or page which adds all three queues together. A...
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CHAPTER 8 NDA-24213 Page 148 Issue 3.0 MIS Menu Commands Reports Menu 6.3.4 Split Staffing Report Figure 8-58 Split Staffing Report The Split Staffing Report lists the amount of time the agents in the split spent in specific states (such as Ready, Ring, Talk, Hold, Work and Break). The TOTAL line at the end of the report gives the sum of the time amounts, and a second line, TOTAL (%), provides the percentages of each total in relation to the total time available. An explanation of the...
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Figure 8-59 Split Staffing Report - Graph Format
Other aspects of split activity can be shown by the graph format. This is the Extended Horizontal Bar
Graph style, one of 19 graph styles available.
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CHAPTER 8 NDA-24213 Page 150 Issue 3.0 MIS Menu Commands Reports Menu 6.3.5 Split Break Report Figure 8-60 Split Break Report - Single Split The Split Break Report supplies an analysis of all nine available Break types and the amount of time the agents of the split spent in each type. This report can be generated for a single split or for all the available splits.
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6.3.6 Split Answer Delay Report
Figure 8-61 Split Answer Delay Report - Single Split
The Split Answer Delay Report shows an analysis of the answer delay times callers are experiencing
in this split. There are eight time intervals (buckets) available into which all answered calls will fall.
When calls are answered within these specified time intervals, the counts are incremented
accordingly.
The report displays a percentage of...
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CHAPTER 8 NDA-24213 Page 152 Issue 3.0 MIS Menu Commands Reports Menu 6.3.7 Split Abandon Delay Report Figure 8-62 Split Abandon Delay Report The Split Abandon Delay Report provides an analysis of the wait times experienced by callers who abandoned after being queued to this split. There are eight time intervals (buckets) available into which all abandoned calls will fall. When calls are abandoned within these specified time intervals, the counts are incremented accordingly. The report displays...
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6.4 Pilot Reports
Figure 8-63 Pilot Report Menu
The Pilot Report provides an analysis of pilot number activity, and is reported in terms of the following
parameters:
Total Calls Received
Total Calls Answered
Total Calls Abandoned
Total Calls Transferred
Average Speed of Answer
Longest Waiting Call
Grade of Service
Total ACD Talk Time
Average ACD Talk Time
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CHAPTER 8 NDA-24213 Page 154 Issue 3.0 MIS Menu Commands Reports Menu Figure 8-64 Pilot Summary Report Traffic on any pilot number can be analyzed for a designated period. Terminology in the report column headings and the means of calculating those statistics are explained in Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Terms and Concepts.”
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6.5 Trunk Group Reports
Figure 8-65 Trunk Group Report Menu
Trunk Group Reports display information on a trunk group or trunk circuit basis without regard for the split
or agent to which the call is ultimately directed. The
All option on the submenu produces all four of the
reports listed above it.
The Trunk Group Reports show trunk activity with respect to the following parameters (most are defined
in Chapter 12, “MIS...
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CHAPTER 8 NDA-24213 Page 156 Issue 3.0 MIS Menu Commands Reports Menu 6.5.1 Trunk Group Call Volume Report Figure 8-66 Trunk Group Call Volume Report - All Groups This report can be generated for a single trunk group or for all trunk groups available. Terminology in the report column headings and the means of calculating those statistics are explained in Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Terms and Concepts.”