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 account code.
Line Group Filter Accepts only calls that were connected to CO lines within a specified line group.
DID Group Filter Accepts only calls that were associated with DID numbers within a specified extension 
group.
Extension Group Filter Accepts only calls that were connected to agents within a specified extension group.
Agent Group Filter Accepts only calls that were connected to agents within a specified agent group
Account Code Group 
FilterAccepts only calls related to a specific account codes within a specified account code 
group. 
						

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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 afterwards.Table 2: Filter Elements Supported
Filter Description 
						

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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 being monitored.  Templates contain user-
selected report items that can be configured by the user to include or 
exclude certain event or traffic types.
Bear in mind that Event Reports are highly detailed and therefore it is 
unlikely that you would want to run an Event Report over long 
periods of time. Similarly Profile Reports that are suitable for daily 
use (on hourly resolution) would not make sense if the report were 
being compiled over a six-month time frame. In this case, it may be a 
good idea to create templates that each are designed for specific use 
and contain appropriate report items.
What Type of Report?
This section is designed to help users see which types of report to use 
to display the information they require. Your Discovery ACD product 
may not have all of the reports listed. Refer to the Product Description 
to check which reports your Discovery ACD product supports. There 
are six groups of reports, Table 3 lists these groups and some of the 
individual reports available within those groups. 
						

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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 deviceACD, 
ACD
Plus
Traffic 
Profile 
ReportAgents, 
Extensions, 
DIDsCall statistics for a particular 
deviceShows when a particular device 
was busy/not busy and average 
times of eachACD, 
ACD
Plus
Group Traffic 
ReportAgents, 
Extensions, 
LinesGives an overview of activity and 
performance against certain 
parametersFor comparing groups ACD, 
ACD
Plus
Group Traffic 
Profile 
ReportAgents, 
Extensions, 
LinesCall statistics for a group over 
certain call periods, i.e., hourlyShows peak and quiet times for 
a particular groupACD, 
ACD
Plus 
						

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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 
examples)ACD, 
ACD
Plus
Distribution 
ReportLines Call ring time over the period
of the reportCheck that calls are answered in 
a reasonable timeACD, 
ACD
Plus
Table 3: Available Reports
Report Type Available on Shows UsesACD or 
ACD
Plus 
						

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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 you choose, and how you set it up will determine what 
information the report shows.
The reports are presented in a call event-per-row format. Pagination 
of the report will occur if either there are too many call events to fit in 
the height of a page (rows) or there are too many statistics parameters 
to fit in the width (columns) of a page. 
						

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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 (extension) call appeared on X X X
Number/name of the associated DIDX
Start time/date of call X X
Total duration of call X X X 
						

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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 first/second/ third to receive 
transferred callXX
Accounts codes used on call X X
Dialed digits for call; in the case of incoming calls the ICLID will be 
displayedXXX
Amount of wrap up time X XTable 4: Event Reports
ParameterAgent Event
ReportExtension 
Event ReportLine Group 
Event Report 
						

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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.
Traffic Reports for Agents
There are four different report templates available in Discovery ACD 
for traffic reporting on Agents. Available parameters for each report 
are listed in Table 5.
Agent Group Traffic Report - Provides a breakdown of Traffic 
information for all agent groups within an agent super group (group 
of groups), such as “All Agents.”
Agent Group Traffic Profile Report - Provides a breakdown of the 
traffic for individual agents within an agent group.
Agent Traffic Report - Provides a breakdown of the traffic for 
individual agents within an agent group.
Agent Traffic Profile Report - Provides a profile of traffic information 
for an individual agent over a number of time periods.
On all these report items types there is an opportunity for 
the user to choose between displayed average or total 
statistics.  When editing the report item the user checks 
a box to indicate whether to show average or total values. 
In the case where average and total values are both 
required, two report items should be created that would 
be identical except that one is for average values and one 
is for total values. 
						

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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
Incoming and outgoing calls with a call time 
shorter than the short call analysis thresholdXXXX
Incoming and outgoing calls with a call time 
longer than the long call analysis thresholdXXXX