Vodavi Discovery Acd User Guide

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Times agent logged-on during analysis period X X
Internal/intercom calls/hour; agent logged-on X X
Times/percentage agent unavailable at period of 
analysisXX
Answered calls/hour while agent is logged-on X
Calls that rang but were answered elsewhere X X X
Outgoing calls per hour while agent logged-on X X
Average/Total
  Answered call time (includes wrap-up time) X X X X
Talk time on answered calls X X X X
Wrap-up time on...

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Talk time of outgoing calls X X X X
Call time of outgoing calls X X X X
Call ring time X X X X
Call hold time X X X
Handling timeXX
Number of callsXX
Outgoing calls/hour; agent logged-on X
Longest
  Call hold timeXX
  Call ring time X X
  Answered call time (includes wrap-up time) X XTable 5: Agent Traffic Reports
ParameterAgent Group 
Traffic
ReportAgent Group 
Traffic Profile 
ReportAgent Traffic 
ReportAgent Traffic...

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  Call talk time X X
  Call wrap-up time X X
  Internal/intercom call time X X
  Outgoing call time X
  Outgoing call talk time X X
GOS for agent group XXXX
Calls per hour for time that agent is logged on X
Percentage of
  Time agent logged-on during period of analysisXX
  Time agent busy (percentage normalized to shift) X X
Call rates/hour logged-on; answered, intercom and 
outgoing callsXX Table 5: Agent Traffic Reports...

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Traffic Reports for Extensions
There are four different report templates available in Discovery ACD 
for traffic reporting on extensions. They give similar information to 
the traffic reports for agents. Depending on how the call center is 
operated different reports can be run using different parameters (refer 
to Table 6).
Extension Group Traffic Report - Provides a breakdown of traffic 
information for all extension...

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Table 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report
Number of
Answered incoming calls X X X X
Internal/intercom calls made/received by agents X X X X
Outgoing calls X 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...

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Incoming and outgoing calls with a call time 
longer than the long call analysis thresholdXXXX
Times agent logged-on during period of analysis X X
Internal/intercom calls/hour; agent logged-on X
Times/percentage agent unavailable at period of 
analysisXX
Calls that rang but were answered elsewhere X X X X
Outgoing calls per hour while agent logged-on X
Av e r a g e / To t a l
Answered call time (includes wrap-up time) X X X...

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Talk time of outgoing calls X X
Call time of outgoing calls X X X
Call ring time X X X X
Call hold time on inquiry hold X X X X
Handling timeXX
Number of calls X X X X
Longest
Call hold time X X
Call ring time X X
Answered call time (includes wrap-up time) X X
Call wrap-up time X XTable 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic...

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Internal/intercom call time X X
Outgoing call time X X
Agent GOS X X X X
Percentage of
Time agent logged-on during period of analysis X X
Time agent busy (percentage normalized to the 
shift)XX Table 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report 

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Traffic Reports for Lines
There are three different report templates available within the 
Discovery ACD for traffic reporting on Lines. Parameters available 
for each report are listed in Table 7.
†Line Group Traffic Report – provides a breakdown of traffic 
information for all Line groups within a Line super group 
(group of groups), such as All Lines.
†Line Group Traffic Profile Report – provides a profile of traffic...

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Table 7: Line Traffic Reports
ParameterLine Group Traffic 
ReportLine Group Traffic 
Profile ReportLine Traffic Report
Number of
Answered incoming calls X X X
Outgoing calls X X X
Transferred calls to another extension/agent X X
Inquiry hold calls X X X
Calls abandoned before answer X X X
Call time more than long wait analysis threshold X X
Call wait time more than long call analysis threshold, 
not including abandoned...