Vodavi Discovery Acd User Guide

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Extension Utilization Profile Report
To configure an Extension Utilization Profile Report (refer to Figure 
19), perform the following steps:
Figure 19: Extension Utilization Profile Report Dialog Box
1. Click-on the Report Template
 button from the toolbar.
2. Select Utilization Reports
 from the drop down template 
selection box and click-on Change
.
3. Select Extension Utilization Profile Report
 under the...

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8. When completed click-on OK, then either add more reports to 
the template or run the report.
Account Code Report
An Account Code Report provides historical call statistics data for 
each account code within a selected account code group. This type of 
report can be used to measure success rates on sales promotions and 
advertising strategies.
To configure an Account Code Report (refer to Figure 20), perform...

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6. When completed click-on OK, then either add more reports to 
the template or run the report.
Contention Reports
Contention Reports are utilized to show how much time specific 
resources (line or agent/individual or group) are unused during pre-
specified periods of time. Discovery ACD presents this information 
in two ways: Standard and Profile. 
Standard Contention Report
A Standard Contention Report provides...

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6. When completed click-on OK, then either add more reports to 
the template or run the report.
Contention Profile Report
A Contention Profile Report provides historical time data for the 
percentage of time a variable number of members in a group were 
simultaneously free/busy.  The interval time governing the time 
parameters can be configured from 1 minute up to 999 weeks.   
Profile Reports are suitable for...

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5. Select the titles you would like to show in the report by clicking 
on the relevant boxes, and determine the Profile Interval.
6. Define the maximum amount of intervals.
7. Select all other options you would like to show in the report by 
clicking-on the relevant boxes.
8. Indicate if you would like cumulative statistics included in the 
report.
9. When completed click-on OK, then either add more...

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5. Each of the report items default to those of the last selected 
report template. You may choose to delete these items and add 
some of your own. To delete an item, select it by clicking-on it 
with the left mouse button, then click on the Delete Items 
button. To add an item, click-on the Add Item button and select 
an item from the drop-down list that is displayed.
6. Note that when a new item is added...

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2. Define the period, range, over which you want to run the report. 
Enter the shift that the report is monitoring, then select the 
applicable report template.
3. When all details have been entered, click-on OK, then wait a 
few moments for your report to be compiled.
On your newly compiled report, notice that the header contains 
information such as the shift name, the start and stop time and date, 
the creation date,...

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required for the specified period) using data collected only during that 
shift. This is particularly useful for a manager who may need to find 
out what happened during a particular shift when a manager may not 
have been present.
Adding Filters to Report Items
To add a filter to a report item within a report template click the Filter 
button within the configuration dialog box for the report item. A...

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Exporting and Importing Data
Discovery ACDPlus allows you to conveniently export reports in text 
format for use in popular spreadsheet software programs such as 
Microsoft Excel
®.  To export data, perform the following steps:
1. First, create a folder on your computer to hold the exported file.  
Then, click-on the Export icon and save the file in that folder 
(you will be prompted to rename the file).
2. To...

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