NEC Neax2000 Ivs Callcenterworx System Manual

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6.1.1 Agent Summary Report 
Figure 8-47   Agent Summary Report - All Agents
The Agent Summary Report supplies an overall view of agent activities. This report can be generated 
on a single agent or on all the available agents. 
						

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6.1.2 Agent ACD Detail Report
Figure 8-48   Agent ACD Detail Report - Personal Queue
The Agent ACD Detail Report gives an analysis of the ACD activities performed by the agent. The 
data is separated on a per split basis (for multi-split agents) and the agent’s Personal Queue (if 
configured). This report can be generated on a single agent or on all the available agents. Although 
both report types include the same data, the display of the reports is different.
The single agent report outputs the data for each split to which the agent is assigned, and for the 
agent’s Personal Queue, each on a separate screen or page:
All splits and Personal Queue summed together
Attribute Split
Second, third, and fourth Split (if multi-split agent)
Personal Queue (if configured).
The All Agents report is a single-page report which shows the data for each of the agents’ assigned 
splits and the agents’ Personal Queues (if configured). The report is output on a per agent basis for all 
agents. 
						

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6.1.3 Agent PBX Detail Report
Figure 8-49   Agent PBX Detail Report - Single Agent
The Agent PBX Detail Report provides a breakdown of the PBX (non-ACD) activities performed by 
the agent. This report can be generated on a single agent or on all the available agents. 
						

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6.1.4 Agent Staffing Report
Figure 8-50   Agent Staffing Report - Single Agent
The Agent Staffing Report lists the amount of time agents have spent in specific states (such as Ready, 
Ring, Talk, 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 procedures used for calculating these percentages is in Chapter 12, “MIS Statistical 
Definitions and Methods.” 
This report can be generated for a single agent or for all available agents. 
						

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6.1.5 Agent Break Report
Figure 8-51   Agent Break Report - All Agents
The Agent Break Report supplies an analysis of all nine available Break types and the amount of time 
an agent spent in each type of break. This report can be generated for a single agent or for all of the 
available agents. 
						

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6.2 Agent Group Reports
Figure 8-52   Agent Group Report
An Agent Group is a collection of agents grouped for comparative analysis (independent of the 
agents’ assigned splits) existing only in the MIS. Agent groups may be created at any time by 
assigning agents to an agent group (such as Red or Blue), even though these agents may work in a 
variety of splits. All agents are originally in Group 1 and must be moved to other groups in the MIS 
programming if you wish to maintain agent group statistics.
 Definitions of terms and statistical methods shown in column headings in the report in Figure 8-52 
can be found in Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Te r m s  a n d  
Concepts.” 
						

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Figure 8-53   Agent Group Summary Report Screen
The Agent Group in the above Summary Report (Figure 8-53) can be made up of agents from various splits who 
have been placed in this group for statistical purposes. The naming of a Group is optional, but may be used to 
illustrate the purpose of the analysis (such as Evening or Training), or may be a team name (such as Stars or 
Rangers).
Agent Groups exist only in the MIS and are not an ACD entity. When Groups are specified, the MIS will collect 
data and prepare reports on them. 
						

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6.3 Split Reports
Figure 8-54   Split Reports Menu
The Split Reports show split activity with respect to the following parameters (defined in Chapter 12, “MIS 
Statistical Definitions and Methods”):
The 
All option on the submenu calls up all the individual the Split Reports listed above it. Total Calls ReceivedAverage Delay Time Abandoned
Total Calls AnsweredAverage Delay Time Overflowed
Total Calls AbandonedTotal Staff Time
Total Calls OverflowedTotal Ready Time
Percentage of Calls AbandonedTotal Ring Time
Average Speed of AnswerTotal Talk Time
Longest Waiting CallAverage Talk Time
Grade of ServiceTotal Hold Time
Total ACD Calls ReceivedTotal Work Time
Total ACD Calls AnsweredTotal Break Time
Total ACD Calls AbandonedTime in Each Break Mode
Total ACD Calls OverflowedAnswer Delay Time
Total ACD Calls TransferredAbandon Delay Time
Average ACD Talk Time 
						

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6.3.1 Split Summary Report
Figure 8-55   Split Summary Report
The Split Summary Report provides a concise collection of data on split activities. You can generate 
this report for a single split or for all the available splits. 
						

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6.3.2 Split Traffic Report
Figure 8-56   Split Traffic Report
The Split Traffic Report generates two different views of the split’s incoming traffic. The Split Traffic 
Report can be generated for a single split or all splits available. 
Each screen or page reports two groups of data (side by side for comparison):
1. High Priority Queue and Standard Priority Queue (see front screen in Figure 8-56)
2. Combined High and Standard Priority Queues and the Agent Personal Queue (back screen)