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 Outgoing
Standard Reports
Part 1 of 1
Performance TotalPage 1 of 4
on
03/30/01
Agent Traffic for Sales- North
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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
5.1.1  Abandoned Calls and Long Waits
You may identify a problem of too many abandoned calls and complaints of long waits.
Here are some solutions to this problem:
a) Solution A
Try to increase to extend the average wait time to abandon by playing a recorded announce-
ment using facilities provided by Voice Processing Systems or Recorded Announcement
Devices. Contact your system provider for more information. Well-worded messages played to
callers in the queue have proved to be very successful in this area. Avoid repeating the same
message over and over and consider playing music or other recorded information between
greetings.
b) Solution B
Consider giving callers in the queue the option to leave the queue and leave a message in Voice
Mail. This way you can then return the call at a less busy time.
c) Solution C
If your staff make outgoing calls at the same time as they receive inbound calls consider
restricting the outbound activity to a less busy time of day. Use Profile Reports to identify the
peak times and the quietest times.
d) Solution D
Consider overflowing calls to other members of staff in other areas of the business. Although
this could be less than ideal it could eliminate the lost order or lost customer. Research has
shown that 60% of callers who abandon do not call back. 
e) Solution E
If you do not use headsets, consider introducing them. Headset use will speed up calls if key-
board work is involved. 
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							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 periods where callers go unanswered due to lack of staff available
to take more incoming calls.
a) Solution A
Assuming you have staff available to answer the extra volume, add more lines to your system.
b) Solution B
If your staff make outgoing calls at the same time as they receive inbound calls consider
restricting the outbound activity to a less busy time of day. Use Profile Reports to identify the
peak times and the quietest times.
c) Solution C
Find out if it is possible to reduce the duration of calls. If you can achieve this without reduc-
ing the quality of service then this will allow you to answer more calls with the same number
of lines and people. Before embarking on a call time reduction campaign consider the profile
of the best agent. Maybe when you look at this person you may consider training your staff
to increase the call duration.
d) Solution D
Check out the wrap-up time associated with telephone calls. If the time is excessive, find out
why. It could be, for example, that quotations have to be sent out, perhaps faxing from the PC
could speed up the process thereby increasing the volume of calls that can be handled. One
client established that the average time spent in wrap-up where an order was placed took over
ten minutes because the sales agent had to print off an order confirmation and take it to the
mail room for processing. Now the printer is located in the mailroom and wrap-up time is
reduced by 75%.
5.2 Other Problems
5.2.1  Unexpected Out-of-Hours Customer Demand
Using the Out of Hours shift for reports, you establish that there is a demand for your services
when you are closed.
a) Solution A
Using Profile Reports identify the demand and the timing and consider opening at this time
to handle the calls. If this is not possible consider giving callers the option to leave a message
to be dealt with as a priority when you start work. The third option could be to overflow to a
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							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 the Event Reports to find out the details. This may indicate training
requirements to give the guilty members of staff the skills and knowledge to handle the calls
themselves. Inquiry calls could also indicate a similar problem. If high proportions of calls are
transferred because they are not dealt with by the receiving department consider other meth-
ods of routing the calls into the correct department without human intervention. Ideas here
include using DID numbers to route calls into appropriate departments. This is ideal if you
are in a position to educate your callers. The ideal caller here would be a field employee,
employees at other locations and customers. Another idea would be to answer all calls with an
Auto-Attendant (AA) and make the user select from a menu. The AA would then route the
call according to the selection made. 
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							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 of inquiry calls (calls that have been held and retrieved by the same
agent) made by all agents within the group.
Call Time (for agents)- The time from the moment the call was answered until the call ended,
including the wrap-up time.
Call Time (for lines) - The time from the moment the call was answered until the line was freed.
Connect Device- Displays the device to which the agents extension is connected to complete the
speech path. Can refer to the incoming DID number, if available (default), or to the line if pre-
ferred.
Connect Group- Displays the name of the group assigned to the DID or line number to which
the extension is connected during a call.
Dialed Digits- Displays phone numbers of incoming and outgoing calls.
Inquiry Hold- When an extension/agent places a call on hold and then reconnects to the call
without transferring it.
Erlang - An Erlang is a measure of traffic. An instantaneous traffic of ten Erlangs means that ten
calls are in progress at a defined time.
GOS, Grade of Service (for Line Groups and DIDs)- Percentage of calls answered within the tar-
get answer time. Options are available to include or exclude abandoned calls.
GOS, Grade of Service (for Extensions and Agents)- Percentage of calls whose handling time was
between a short call threshold and a long call threshold. The concept is also applicable to exten-
sion groups and agent groups.
Held Time- The time for which a call was on hold.
Intercom Call - A telephone call internal to the telephone system.
Long Call - A long call is one that lasts for more time than the long call threshold.
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							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 period.
No. Unavailable- Number of times the device became unavailable during the period.
Ring on Call - Ring on call is a call which rings on a device and then stops ringing before it is
answered.
Short Call - A short call is one that lasts for less time than the short call threshold.
Talk Time- The time the agent was actually speaking to the caller.
Target Answer Time - A reminder of the answer time the agents are aiming to achieve.
Transfer From- Displays the agents name and number (or extension, if preferred) from whom a
call has been transferred.
Transfer Pos- Transfer position is the number of times a call has been transferred before it reached
this agent.
Transfer To- Displays the agents name and number (or extension, if preferred) to whom a call has
been transferred.
Unavailable- When an agent is logged on but needs to stop taking incoming calls temporarily,
they can go into the unavailable (out of group) state. When the agent is ready to take calls again
they can go available (in group) again.
Wait Time- Shows the time a call was waiting to be answered.
Wrap Time - The length of time the agent was in wrap-up.
% Logon - Percentage of time for which the agent was logged on.
% Use (of activity)- Percentage of time each device was allocated to a particular activity, such as
answering incoming calls or making outgoing calls.
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