Vodavi Discovery Acd User Guide

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Table 2: Filter Elements Supported
Filter Description
Line Filter Accepts only calls that were connected to a specific CO line.
DID Filter Accepts only calls that were associated with a specific DID number.
Extension Filter Accepts only calls that were connected to a specific extension.
Agent Filter Accepts only calls that were connected to a specific agent.
Account Code Filter Accepts only calls related to a specific...

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Extension Queue Group 
FilterAccepts only inbound calls that were finally queued to a specific extension group.
Agent Queue Group Filter Accepts only inbound calls that were finally queued to a specific agent group.
Dialed Digits Filter Accepts only calls whose inbound-/outbound-dialed digits match a specified string; the 
character * denotes dialed digit string that is identical up to that point but differ...

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Report Templates
In order to run a report over a given time period there are a number of 
pieces of information required before the report can be run. In 
addition to the importance of the accurate configuration of Discovery 
ACD, and the possible need to create shifts, the user needs to 
understand the structure of report templates.
Templates are created by the user to provide relevant information for 
the selected devices...

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Table 3: Available Reports
Report Type Available on Shows UsesACD or 
ACD
Plus
Event Report Agents, 
Extensions, 
Line GroupsEvery event made on a device or a 
group of devices, throughout the 
time period of the reportHow active each device is, and 
how each call is broken downACD
Plus
Traffic 
ReportAgents, 
Extensions, 
DIDsCall statistics for each device
in a groupProvides ability to compare call 
statistics of each...

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Utilization 
ReportsAll Devices How a resource is being used The percentage of time a device 
or device group has been 
involved in certain types of 
activityACD, 
ACD
Plus
Contention 
ReportsAll Devices How much time a resource is 
unusedStandard or profiled over 
flexible time periodsACD, 
ACD
Plus
Account 
Code ReportsAll Devices Statistical information relating to 
the purpose of the callResults of the calls (as...

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Event Reports
Discovery ACD has three types of event reports (refer to Table 4):
†Agent Event Report
†Extension Event Reports
†Line Group Event Reports
Each report records all events that occurred on the specified device 
(agent, extension or line group). Events are caused by the device, 
such as an agent receiving an incoming call, accepting a call, and 
dialing an intercom or outgoing call. Depending on which type of 
report...

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Table 4: Event Reports
ParameterAgent Event
ReportExtension 
Event ReportLine Group 
Event Report
Log-on/off X X
Wrap-up X X
Available or unavailable for calls X X
Receiving calls and internal/intercom calls X X
Receiving rings on calls (calls that ring on the station but answered 
elsewhere)XX
Agent placing outgoing calls and internal/intercom calls X X
Line Busy on calls - Incoming, Outgoing, Abandoned X
Number/name of line...

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Amount of call ring time X X X
Amount of call handling time (includes ring, talk, and hold time) X X X
Amount of talk time X X X
Amount of hold time X X X
Device number/name from which call was transferred X
Device number/name to which call was transferred X X
Device number/name and group name of device connected to X X X
Transfer count (how many times call was transferred) X X X
Transfer position number indicating...

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Tr a f f i c  R e p o r t s
There are 15 types of traffic reports, including those relating to agents 
(refer to Table 5), extensions (refer to Table 6), and lines (refer to 
Table 7).
The reports are presented in a time band-per-row format. Pagination 
of reports 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....

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Table 5: Agent Traffic Reports
ParameterAgent Group 
Traffic
ReportAgent Group 
Traffic Profile 
ReportAgent Traffic 
ReportAgent Traffic 
Profile Report
Number of
Answered incoming calls X X X X
Internal/intercom calls made/received X X X X
Outgoing calls X X X
Transferred calls from another extension/agent X X X X
Transferred calls to another extension/agent X X X X
Inquiry hold calls X X X X
Calls unanswered by agent X X...