Panasonic Dbs 576 Instructions Manual

							Section 525 - ACD/MIS Reference Chapter 6. Report Manager
576/HD-50-525 DBS 576/HD issued September 2001  6-3
Agent Time Summary Report
Agent Time Summary is an uncluttered method to review the time an Agent 
started work (Logged-In), ended work (Logged Out), and when breaks were 
taken (Unavailable). The Agent Time Summary includes the Agents 
activities by time of day, state, and duration. Four Agent states are shown: 
Login, Logout, Unavailable, and Working. The Working State includes 
Available, ACD Call, and PBX Call.
Figure 6.2 shows a typical Agent Time Summary report.
Figure 6.2.  Agent Time Summary Report 
						

							6-4 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
Queue Average Report
The Queue Average report gives a side-by-side view of Call Center 
workload (Calls Waiting and Longest Call Waiting) and Call Center 
Resources (Agents) throughout the day, in 15 minute, 30 minute, or one hour 
intervals.
Figure 6.3 shows a typical Queue Average report.
Figure 6-3. Queue Average Report 
						

							Section 525 - ACD/MIS Reference Chapter 6. Report Manager
576/HD-50-525 DBS 576/HD issued September 2001  6-5
Queue Count Report
The Queue Count report provides an at a glance view of an ACD Group’s 
call flow. Call flow is presented both incrementally and as totals, 
maximums, and averages in each category for each day.
Figure 6.4 shows a typical Queue Count Report.
Figure 6.4.  Queue Count Report 
						

							6-6 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
Queue Count Graph Report
The Queue Count Graph report provides a visual view of an ACD Group’s 
call flow. Call flow is presented in a stacked bar graph of Calls Answered, 
Calls Lost, and Calls that overflowed which adds up to the number of Calls 
Offered.
Figure 6.5 shows a typical Queue Count Graph report.
Figure 6.5. Queue Count Graph Report 
						

							Section 525 - ACD/MIS Reference Chapter 6. Report Manager
576/HD-50-525 DBS 576/HD issued September 2001  6-7
Incoming Call Duration Spectrum Report
Incoming Call Duration Spectrum report provides Call Duration (talk time) 
details. Once an ACD Groups average call duration is established, this 
report is used to identify trends. A rise in call duration adversely effects 
Queue holding time (see Delayed Call Spectrum report) and lost calls (see 
Lost Call Spectrum report). 
Figure 6.6 shows a typical Incoming Call Duration Spectrum Report.
Figure 6.6.  Incoming Call Duration Spectrum Report 
						

							6-8 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
Lost Call Spectrum Report
Lost Call Spectrum report provides detailed information regarding when 
callers disconnected before being answered. Knowing when the bulk of 
disconnects occur enables goals to be set for average speed of answer by 
reducing Queue Time.
Figure 6.7 shows a typical Lost Call Spectrum Report.
Figure 6.7.  Lost Call Spectrum Report 
						

							Section 525 - ACD/MIS Reference Chapter 6. Report Manager
576/HD-50-525 DBS 576/HD issued September 2001  6-9
Delayed Call Spectrum Report
Delayed Call Spectrum report provides a detailed view of hold times (Queue 
time). The Supervisor establishes a delayed call threshold in the Report 
Manager. Only calls that exceed the established Delayed Call threshold 
appear as delayed calls on the report.
Figure 6.8 shows a typical Delayed Call Spectrum Report.
Figure 6.8.   Delayed Call Spectrum Report 
						

							6-10 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
Trunk Report
Trunk Report provides a clean and simple method to review activity of all 
ACD Trunks. Trunks may be assigned text names for easy identification. 
When running the Trunk Report, a temporary database for the report period 
is created in the ACD Viewer\Report Manager host PC. Additional 
information such as Group numbers and Agent IDs are available to those 
that wish to modify the report template.
Figure 6.9 shows a typical Trunk Report.
Figure 6.9.  Trunk Report 
						

							Section 525 - ACD/MIS Reference Chapter 6. Report Manager
576/HD-50-525 DBS 576/HD issued September 2001  6-11
Work Unit Report
A Work Unit (stroke counts) is a 2-digit code that is entered into the phone 
by the agent during the call. Work Units are a method to categorize the type 
of calls the Agent is processing. The Work Unit Report is sorted by work 
unit.
Figure 6.10 shows a typical Work Unit Report.
Figure 6.10. Work Unit Report 
						

							6-12 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
Work Unit Agent Report
A Work Unit (stroke counts) is a 2-digit code that is entered into the phone 
by the agent during the call. Work Units are a method to categorize the type 
of calls the Agent is processing. The Work Unit Agent Report is sorted by 
Agent and then work unit.
 Figure 6.11 shows a typical Work Unit Agent Report.
Figure 6.11. Work Unit Agent Report