Samsung Smart Center Reports Manual

 The transfer position number indicating whether this extension was the first/second/third, etc.
to receive the transferred call.
 The device number and name of the extension/agent the call was transferred to.
 The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many...

4.1.3 Line Group Event Report
A line group event report provides an event/call trace for a selected line group. You can select the
call types in which you are interested, for example, incoming, outgoing or abandoned calls. For
example to see a list of all abandoned calls the call center experienced, compile a line group event
report for all lines, selecting abandoned calls only. This report can be useful in finding out the
Calling Line Identity (CLI) of the customers who abandoned, so their calls may be...

For each of these reports, refer to Configuring Agent Groups in the help file to configure the
statistics analysis thresholds that control the calculation of GOS (Grade of Service).
On all these reports types there is an opportunity for the user to choose between displaying aver-
age or total statistics.  When editing the report item the user checks a box to indicate whether
to show average or total values.  All values on the report item can either be average or total
values, but not a mixture of both....

4.2.1.2  Agent Group Traffic Profile Report
An agent group traffic profile report provides historical call statistics data for a selected agent group
presented in a series of uniform time bands. The interval time governing the time bands can be
anything from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by agents.
 Number of outgoing calls.
 Average/total call time of...

 Percentage of time the agent was busy on these calls. Note that this percentage is based on the
shift that you collated the report.
 Calls per hour for the time that the agent is logged on.
 Number of incoming calls that were answered.
 Average/total call time of these answered calls (this includes wrap-up time).
 Average/total talk time of these answered calls.
 Average/total wrap-up time of these answered calls.
 Number of answered calls per hour for the time that the agent is logged on.
...

 Number of incoming calls that were answered.
 Average/total call time of these answered calls (this includes wrap-up time).
 Average/total talk time of these answered calls.
 Average/total wrap-up time of these answered calls.
 Number of incoming calls that were transferred from another extension/agent.
 Number of incoming calls that were transferred to another extension/agent.
 Number of incoming calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Number...

4.2.2.1  Extension Group Traffic Report
An extension group traffic report provides historical call statistics data for each extension group
within a selected extension super group. The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by extensions.
 Number of outgoing calls.
 Average call time of the answered calls (includes wrap-up time).
 Average wrap-up time of the answered calls.
 Average call...

 Number of answered calls that were transferred from another extension/agent.
 Number of answered calls that were transferred to another extension/agent.
 Number of answered calls that were placed on inquiry hold.
 Average holding time of these held calls.
 Longest holding time of these held calls.
 Number of calls that rang at an extension but was not answered at the extension.
 Average ringing time of these ring-on calls.
 Longest ringing time of these ring-on calls.
 Longest call time of the...

 The GOS (Grade of Service) for the extension.
 Number of times the extension logged on as an agent during the period of analysis.
 The percentage of time the extension was logged on as an agent during the period of analysis.
 Number of times the extension went unavailable during the period of analysis.
 The percentage of time the extension was unavailable during the period of analysis.
The report is presented in an extension per row format with a totals entry for the whole group
being presented at...

4.2.3  Traffic Reports for DIDs
There are four different report templates available on SmartCentre for traffic reporting on DIDs:
 DID Group Traffic Report - provides a breakdown of traffic information for all DID groups
within a DID super group (group of groups), such as All DIDs.
 DID Group Traffic Profile Report - provides a profile of traffic information for a DID group,
such as Sales DIDs or Support DIDs, over a number of time periods.
 DID Traffic Report - provides a breakdown of the traffic for...