Samsung Smart Center Reports Manual

 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for each DID group (abandoned calls included).
 The GOS for each DID group (abandoned calls excluded).
 Number of Erlangs of traffic on each DID group.
The report is presented in a DID group per column format. Pagination of the report will occur if...

The report is presented in a time band per column format. Pagination of the report will occur if
either there are too many time bands to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.3.3  DID Traffic Report
A DID traffic report provides historical call statistics data for each DID number within a selected
DID group. The call statistics parameters available are as follows:
 Number of calls offered.
 Number of incoming calls that were...

4.2.3.4  DID Traffic Profile Report
A DID traffic profile report provides historical call statistics data for a selected DID number pre-
sented in a series of uniform time bands. The interval time governing the time bands can be any-
thing from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Number of calls offered.
 Number of incoming calls that were answered.
 Number of incoming calls that abandoned before being answered.
 Percentage of incoming calls abandoned....

Line Traffic Report- provides a breakdown of the traffic for individual lines within a line
group.
For all these reports, to configure the statistics analysis thresholds that control the calculation of
GOS refer to Configuring line groups or Configuring lines in the help file.
On all these report item types there is an opportunity for the user to choose between displaying
average or total statistics.  When editing the report item the user checks a box to indicate
whether to show average or total values....

 The GOS for each line group (abandoned calls excluded).
 Number of Erlangs of traffic on each line group.
The report is presented in a line group per column format. Pagination of the report will occur if
either there are too many line groups to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.4.2  Line Group Traffic Profile Report
A line group traffic profile report provides historical call statistics data for a selected line group pre-
sented...

4.2.4.3  Line Traffic Report
A line traffic report provides historical call statistics data for each line within a selected line group.
The call statistics parameters available are as follows:
 Total number of calls (this is a summation of the selected call categories within the report).
 Average/total handling time of these calls.
 Percentage of time the line was allocated to these calls. Note that this percentage is based on
the shift that you collated the report.
 Number of incoming calls that...

 The time spent in wrap-up.
 The time spent unavailable.
 The time spent being busy, i.e. unavailable for some reason to take calls. This is usually due to
setting up an outgoing call or leaving the handset off hook.
 The time spent free.
 The time spent with external calls ringing at the agent (% Ring On, Inc).
 The time spent with internal calls ringing at the agent (% Ring On, Int).
 The time spent logged on.
* The time spent logged off.
The report is presented in an agent per row format with a...

The report is presented in a time band per column format. Pagination of the report will occur if
either there are too many time bands to fit in the height of a page or there are too many statistics
parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either each profile interval or the amount
of time each agent had spent logged on in each profile interval.
4.3.3  Extension Utilization Report
An extension utilization report provides historical time...

 The time spent handling incoming calls. This time includes the talk time plus any time spent
on hold. This time does not include the amount of time calls were ringing at the extension
before being answered.
 The time spent handling outgoing calls. This time includes the talk time plus any time spent
on hold.
 The time spent handling internal/intercom calls. This time includes the talk time plus any
time spent on hold. This time does not include the amount of time calls were ringing at the
extension...

4.4.2 Contention Profile Report
A contention profile report provides historical time data for the percentage of time a variable num-
ber of members in a group were simultaneously free/busy. The statistics are presented either as
non-cumulative or cumulative.
Non-cumulative- Each line of the report gives the percentage of time that exactly that num-
ber of members were free.
Cumulative- The first line of the report gives the percentage of time zero members were free.
The second line gives the percentage...