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 fourth report will be output only if 
CallCenterWorX is configured for Agent Personal Queue reporting. 
						

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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 procedures used for calculating these percentages is in Chapter 12, “MIS Statistical 
Definitions and Methods.” 
This report can be generated for a single split or for all available splits. 
						

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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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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 calls answered within each interval in relation to the total number 
of calls answered. This report can be output for a single split or for all available splits.
The time intervals used for calculation and display may be modified under the 
Configuration Menu 
using the 
System Parameters command (see Heading 4.2). 
						

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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 a percentage of calls abandoned within each interval in relation to the total number 
of calls abandoned. This report can be output for a single split or for all the available splits.
The time intervals used for calculation and display may be modified under the 
Configuration Menu 
using the 
System Parameters command (see Heading 4.2).  
						

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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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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 Statistical Definitions and Methods”):
Trunk Group NumberAverage Delay Time Abandoned
Trunk Group NameAll Trunks Busy Time (mm:ss)
Total ACD Calls ReceivedNumber of Trouble Reports
Total ACD Calls AnsweredAnswer Delay (% calls)
Average Speed of Answer (mm:ss)Abandon Delay (% calls)
Total ACD Calls Abandoned 
						

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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.”