Samsung Smart Center Reports Manual

4.6 Sample Reports
24 Hour
START: Friday 03/30/01 09:00  
STOP:   Friday 03/30/01 18:00  
CallsAve.
Time% Use CallsAve.
CallAve.
WrapCallsAve.
CallCallsAve.
CallShort
CallsLong
CallsGOS
Jim 13 01:07 2.7 6 01:32 00:05 2 00:29 5 00:51 0 0 100.0
Steve 7 01:34 2.0 7 01:34 00:10 0 00:00 0 00:00 0 0 100.0
Mary 11 01:15 2.5 6 01:35 00:09 0 00:00 5 00:50 0 0 100.0
Anita 14 00:53 2.3 6 01:05 00:08 0 00:49 6 00:49 0 0 100.0
Total 45 01:09 2.4 25 01:27 00:08 4 00:29 16 00:50 0 0 100.0AgentAnswered Calls Intercom...

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Using SmartCentre Reports to
Improve Performance
Now that you are able to create report templates to provide you with the reports for the periods
of interest what do they all mean? This section deals with some of the potential problems identi-
fied using the reporting package and possible solutions to those problems. As with many things
there could be a number of ways to improve performance and increase productivity so you may
need to try different things to see which work the best.
5.1  Queue Problems...

f ) Solution F
Use Profile Reports to identify peaks and troughs in terms of activity. Rarely will the level of
traffic be constant. Having identified the peak hours consider changing the working hours of
staff and maybe consider part time employees.
5.1.2 Complaints of Busy Signals
Use the Contention or Contention Profile Report to identify the size and timing of the problem.
Avoid rushing out and renting some more lines, even though they are relatively inexpensive the
additional lines could result in...

bureau. In all cases it is recommended to play an out of hours message apologizing for the fact
you are closed, stating your opening times and if alternatives are available state what they are.
5.2.2  Complaints About Too Many Transfers
You may have customers who complain their call gets passed around the organization before they
get the person who can deal with their problem. 
a) Solution A
Use the Group Traffic Reports to identify the guilty parties in terms of who transfers callers
the most and then...

Glossary of Reporter Terminology
In addition to the glossary of terms in the SmartCentre User Guide, this glossary will help the user
to understand some of the terminology specific to the Reporter.
Average Answered Call Time- The average time taken during the call time.
Average Transfer Count- Of those calls that were transferred, the average number of times the
calls were transferred.
Call Rate- The number of calls (of all types) handled by the device per hour of logged on time.
Calls Inquired- Number...

Long Waits- Number of calls whose waiting time exceeded the long wait analysis threshold.
Options are available to include or exclude abandoned calls.
Maximum Agents Logged On- Maximum number of agents logged on during the profile peri-
od.
Maximum Transfer Count- Of those calls that were transferred, the maximum number of times
the call was transferred.
Minimum Agents Logged On- Minimum number of agents logged on during the profile period.
No. Logon- Number of times the agent logged on during the...